3 Ways To Build A Better Member Experience
Credit unions improve the member experience through training, bilingual service, and bold branch strategies. Explore three stories that show what it takes to connect.
Retail & Member Experience
Our Retail & Member Experience page is the place to find credit union insights on branching, contact centers, teller technology, websites, and more.
Top Retail & Member Experience Articles
A High-Tech Branch For High Tech Students
A credit union branch at Lamar Institute of Technology combines products, education, and philanthropy to support job training and technical education in Southeastern Texas.
What’s In A Name: Chief Product Officer
Bay FCU’s Brooke Morley improves communication and collaboration across departments to offer members the products they want and need.
A Tipping Point in 2010
April 29, 2016
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North Island Credit Union put in place a rigorous cost-cutting regime as soon as the economic crisis hit.
How Northwest FCU Attracted $1.4M in New Loans Using Personalized Email
April 29, 2016
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By using personalized emails with an interest rate special, Northwest FCU attracted more than $1 billion in new loans.
Building a Strong Branch Network
April 29, 2016
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America First Federal Credit Union added six new branches in 2007 to their existing 70.
Offering Mulitple Mobile Options for Different Member Segments
April 29, 2016
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Proponent FCU’s mobile strategy includes different text options to meet the needs of two important segments — Gen Y and Internet banking users interested in receiving mobile alerts.
Show Them the Money
April 29, 2016
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Tyndall’s performance-based culture maximizes efficiency and incentivizes employees.
One Year Later — 24,000 Active RDC Users at DCU
April 29, 2016
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In March 2008, Digital Federal Credit Union ($4.5B, Marlborough, MA) launched a remote deposit capture service for members which has significantly increased their number of deposits.
Cash to Lucky Members, Savings to the CU, Members and the Planet
April 29, 2016
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State Employees’ Credit Union (SECU) Raleigh, NC ($15.9 billion) introduced a Million Dollar Sweepstakes in 2007 to encourage member checking account holders to convert from paper statements to e-statements.
The Best Way to Grow Members in 2009
April 29, 2016
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Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of the disappearing bank’s deposits will change financial institutions within a year.
The Call Center As A Mortgage Generator
April 29, 2016
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As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.
Reorienting a CU
April 28, 2016
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Pat Smith developed a successful plan that gave Unitus Community CU added recognition in the Portland area.
A Tipping Point in 2010
North Island Credit Union put in place a rigorous cost-cutting regime as soon as the economic crisis hit.
How Northwest FCU Attracted $1.4M in New Loans Using Personalized Email
By using personalized emails with an interest rate special, Northwest FCU attracted more than $1 billion in new loans.
Building a Strong Branch Network
America First Federal Credit Union added six new branches in 2007 to their existing 70.
Offering Mulitple Mobile Options for Different Member Segments
Proponent FCU's mobile strategy includes different text options to meet the needs of two important segments -- Gen Y and Internet banking users interested in ...
Show Them the Money
Tyndall's performance-based culture maximizes efficiency and incentivizes employees.
One Year Later — 24,000 Active RDC Users at DCU
In March 2008, Digital Federal Credit Union ($4.5B, Marlborough, MA) launched a remote deposit capture service for members which has significantly increased their number of ...
Cash to Lucky Members, Savings to the CU, Members and the Planet
State Employees’ Credit Union (SECU) Raleigh, NC ($15.9 billion) introduced a Million Dollar Sweepstakes in 2007 to encourage member checking account holders to convert from ...
The Best Way to Grow Members in 2009
Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of ...
The Call Center As A Mortgage Generator
As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.
Reorienting a CU
Pat Smith developed a successful plan that gave Unitus Community CU added recognition in the Portland area.
Browse Topics
5 Takeaways From First Quarter Credit Union Performance Data
William Hunt
Inflation, war, and uncertain futures have reshaped members’ needs in 2026. What does credit union performance data from the first quarter of 2026 say about household budgets, inflation pressures, and more?
New Highs For Equity Markets Despite Iran And Oil Prices
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.
New Graduates Face A Cautious Job-Hiring Landscape
Tony Waltrich
Today’s job market is shaped by skills based expectations, with employers slowing entry level hiring and placing greater emphasis on applied experience.
A Credit Union Journey Into Cryptocurrency And Stablecoins
Savana Morie
St. Cloud Financial is betting on digital assets to protect member relationships and future relevance. It’s picked up lessons for other leaders along the way.
Balancing Growth And Risk In Uncertain Lending Environments
Callahan & Associates
Traditional risk tools alone aren’t enough. Portfolio protection must evolve to meet members within the lending experience itself.
The Line Between Growth And Impact Was Blurry. Wright-Patt Decided To Redraw It.
Savana Morie
The Ohio cooperative is refining the role of its foundation to clarify what belongs within the credit union and what belongs under its charitable arm, strengthening focus and long term strategy for both.
Smarter Scheduling Delivers Faster Service And Lower Costs For 4Front Credit Union
Callahan & Associates
The credit union migrated its on-premises contact center and implemented workforce management software to maximize efficiency, minimize costs, and provide a better member experience.
The 84-Month Trap: How Negative Equity Is Quietly Undermining Your Auto Portfolio
Callahan & Associates
A new approach to vehicle affordability for credit unions.
2 Tactics To Increase Young Member Engagement
Aaron Passman
Youth banking programs, in-school branches, and a warm handoff to adulthood builds habits and relationships that last well beyond graduation.
Don’t Wait For Data. FirstLook Analysis Is Available Today.
Callahan & Associates
Callahan & Associates provides an early look at quarterly performance results. Sneak a peek at the latest trends here.