Marketing

Member Experience

By Rebecca Wessler | Nov. 23, 2020

Offering appointments was no new perk at Northwest Community Credit Union, but a new tool developed internally in response to new lobby operations took member service to a whole new level.

By Rebecca Wessler | Nov. 23, 2020

DuPage Credit Union has offered online appointment scheduling for nearly 18 months, but the arrival of the novel coronavirus earlier this spring pushed the cooperative to rethink the necessity of face-to-face engagements.

By Rebecca Wessler | Nov. 23, 2020

When the novel coronavirus forced the lobby closure of Discovery FCU’s lone branch, the Pennsylvania credit union fought back with the rapid deployment of an appointment scheduling and lobby management system.

 

Is Your Inbox Missing Out?

Sign up for the CreditUnions.com free newsletter and be the first to read our newest coverage of credit union strategies and insights.

sign up today

 

 

By Rebecca Wessler | Nov. 23, 2020

Credit union leaders talk about the day-to-day operation of their systems; the past, present, and future benefits of appointment scheduling; and more.

By MeridianLink, Inc. | Nov. 2, 2020

How can you determine if your digital lending and account opening strategy is on track?

By Total Expert Inc | Oct. 5, 2020

People-focused innovation will empower credit unions to grow virtual channel use post-pandemic.

By Callahan & Associates, Inc. | Sept. 10, 2020

Join Member Loyalty Group for insights on how the pandemic has affected experience ratings at credit unions across the country.

By Marc Rapport | Aug. 10, 2020

Easily deployed chatbot learns as it goes, saved several thousand phone calls in its first weeks.

By Glia | July 16, 2020

Join Glia and special guest panelists from 4 credit unions that span the US—and the physical/online spectrum— for a lively discussion on the unifying topic of Member Service.

By Marc Rapport | May 11, 2020

The Colorado credit union has pushed out an edgy campaign that puts a playful touch on the help it’s offering in serious times.

By Marc Rapport | May 11, 2020

After notching successes in appointment-only lobbies and automated services, the Arizona cooperative is rethinking hours, services availability, communications, and more.

By Marc Rapport | May 4, 2020

The COVID-19 pandemic has presented new challenges and opportunities as well as changed some priorities.

By Marc Rapport | May 4, 2020

Financial Center First embraces two guiding principles to help members lessen the financial fallout from COVID-19.

By Marc Rapport | May 4, 2020

With precautions in place, the Jackson cooperative opened its lobby doors again on April 27.

By Glia | April 21, 2020

Credit Unions are experiencing an unprecedented surge in members using their websites and online portals - many for the first time. How can you efficiently service these increasing volumes, and still provide an exceptional member experience?

By Erik Payne | April 16, 2020

Fifteen finalists across four categories show what it means to push the leading edge in credit union technology and experience.

By Marc Rapport | April 6, 2020

Plastic with contactless chips were being rolled out slowly. Will it become an avalanche?

By Marc Rapport | March 3, 2020

Jerry Reese helps design and direct the evolving member experience at Honda FCU.

By Rebecca Wessler | March 2, 2020

Based on February traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.

By Marc Rapport | March 2, 2020

The California cooperative is four years into a digital evolution that relies heavily on member feedback.

By Callahan & Associates, Inc. | Feb. 24, 2020

These four innovators are pushing the envelope toward new levels of technological functionality in credit union land.

By Rebecca Wessler | Feb. 4, 2020

Welcome to the 2020s. Based on January traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.

By Marc Rapport | Feb. 3, 2020

The Maryland credit union plans to soon go live with a decisioning system that provides speed, flexibility, and fairness.

By Callahan & Associates, Inc. | Jan. 8, 2020

Join Callahan & Associates and Maha Brauch for an interactive discussion about the steps Affinity Plus took to build a next-generation digital banking experience for its members.

By Rebecca Wessler | Dec. 30, 2019

Four can't-miss data points this week on CreditUnions.com.

By Marc Rapport | Dec. 30, 2019

The credit union leaders discuss opportunities and challenges and what they resolve to see happen in 2020.

By Rebecca Wessler | Dec. 23, 2019

Four can't-miss data points this week on CreditUnions.com.

By Rebecca Wessler | Dec. 23, 2019

Five ways credit unions are making it easier for members to conduct their financial business and live their lives.

By Symitar | Dec. 2, 2019

Give your members the opportunity to live a life well spent.

By Vertifi Software | Oct. 28, 2019

Ongoing innovation at EasCorp CUSO builds on its legacy as a pioneer in remote deposit capture and more.

By Marc Rapport | Oct. 28, 2019

How two credit unions in Ohio and Virginia use technology and education to win the member self-service game.

By Marc Rapport | Oct. 21, 2019

Three cooperatives share how they transitioned bank customers after the credit unions became part of the community bank-buying trend.

By PSCU | Oct. 7, 2019

Examine workflows with an eye toward making people the center of the process.

By Erik Payne | Oct. 7, 2019

Affinity Plus FCU revamped its online and mobile banking systems to give members a robust yet straightforward experience.

By Callahan & Associates, Inc. | Oct. 1, 2019

Join Callahan & Associates and Charlie Allen, vice president of member experience at Christian Community Credit Union for a discussion about the cooperative's in-depth, process-level approach to improving the member experience.

By PSCU | Sept. 30, 2019

The PSCU subsidiary built a new platform from scratch that allows credit unions to compete with digital agility, analytics, and cost-efficiency.

By Maya Neuman | Sept. 6, 2019

New takes on service delivery at U.S. credit unions increase operational efficiencies and attract new members.

By Sharon Simpson | Sept. 3, 2019

Charlie Allen digs deep into the everyday interactions between employees and members to uncover ways to improve processes at a department level.

By Callahan & Associates, Inc. | Aug. 27, 2019

Join Callahan & Associates and Affinity FCU's Charlie White, business transformation officer, and Marc Conover, workforce manager, for a discussion about how the credit union is leveraging robotic process automation (RPA) to improve the member experience.

By E.C. Harrison | July 29, 2019

Leaders at the Florida credit union offer expert advice on how to elicit more from tech vendors and engage members in product testing.

By Marc Rapport | July 22, 2019

Nusenda Credit Union’s funds availability formula boosts member service by exceeding regulated minimums and treating outliers as outside the norm.

By Rebecca Wessler | July 15, 2019

Five can't-miss data points this week on CreditUnions.com

By Marc Rapport | July 15, 2019

UNFCU and All In take consultative and do-it-yourself paths, respectively, to achieve better internal processes and member service.

By Neustar | July 11, 2019

Delivering safe and frictionless member experiences requires up-to-date identity data and an authentication approach that quickly authenticates the caller before the member hears “hello.” The result is greater call center efficiency, decreased Average Handle Time, improved security, and higher member satisfaction.

By Neustar | July 8, 2019

Callers are identified and cleared or cornered before ever getting to a live human agent.

By Glia | June 27, 2019

When it comes to your member experience, simplicity and ease are key. Whether it's signing up for a Membership or purchasing a new product, your digital journeys should be as effortless as possible. But how do we measure simplicity and ease for our various member journeys?

By TEMENOS USA Inc | June 24, 2019

Kony DBX applications remove the digital wall between members and their credit unions, creating a one-to-one member experience.

By Alexandra Gekas | June 24, 2019

These key do’s and don’ts will help any credit union build a superior member experience program in a snap.

By Doxim Inc. | June 12, 2019

Join Doxim as we discuss how a well planned and integrated CCM strategy can break down communication silos and ensure a customer-centric approach whenever and wherever your members engage with you.

By Rebecca Wessler | June 3, 2019

Based on May traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.

By Rebecca Wessler | May 13, 2019

Five can't-miss data points this week on CreditUnions.com.

By Erik Payne | May 13, 2019

MSUFCU journey mapped its eight-year-old online loan application process to identify, and address, pain points.

By E.C. Harrison | May 7, 2019

Nobody likes to hear “no,” especially when it comes to money, but credit union lenders are delivering the news and working with members to get to “yes.”

By Phylicia Atkins | May 7, 2019

The first few days of membership can make or break the entire member experience. Follow these steps to provide lasting value that fosters a long-term relationship.

By Rebecca Wessler | May 6, 2019

Five can't-miss data points this week on CreditUnions.com.

By Doxim Inc. | April 24, 2019

Has your credit union evolved its MX strategy to match these changing member expectations? Is your CU providing members with a single integrated experience? And if not, how do you get started?

By E.C. Harrison | April 22, 2019

First Community couples social media with big-name sponsors, giveaways, and special events to engage members and improve the member experience.

Feature
The Road Ahead

By Rebecca Wessler | April 1, 2019

Twelve finalists across three categories show what it means to push the leading edge in credit union technology.

By Marc Rapport | April 1, 2019

The company’s payments platform uses a collection of data sources to generate advice as well as pay bills.

By Rebecca Wessler | April 1, 2019

Based on March traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.

By E.C. Harrison | March 11, 2019

Three credit unions offer five ways to approach member experience and build successful programs.

By E.C. Harrison | Feb. 25, 2019

Friction happens, but credit unions are taking steps to improve the member experience across branches, call centers, digital banking, and more.

By Sharon Simpson | Jan. 7, 2019

Members compare their credit union experience against all other service providers, and anything but a seamless experience can have a dramatic impact on the relationship.

By E.C. Harrison | June 25, 2018

The new member advocacy team at Georgia’s Own advocates for the member experience across technology, sales and services, and more.

By James Major | May 28, 2018

Clearview FCU has launched an enterprise-wide strategy to engage and delight members.

By Marc Rapport | April 18, 2017

TwinStar Credit Union's Imagination Lab studies processes and reduces friction for members and employees.

By Sharon Simpson | March 28, 2016

In the increasingly competitive world of consumer experience, delivering a good member experience isn’t good enough. At Orange County's Credit Union, the entire organization aligns to ease pain points.

By Erik Payne | March 28, 2016

For a credit union with nearly $14 billion in assets, BECU receives few complaints. Here are three of the institution’s best practices in resolving and managing complaints.