Wallet Share

By Ian Melhorn | May 15, 2017

How can credit unions optimally position staff to wow members?

By Lydia Cole | Jan. 9, 2017

Metrics to evaluate credit union marketing spend and bridge the gap between macro trends and micro performance.

By Marc Rapport | Nov. 28, 2016

The Memphis credit union has improved retention, electronic services, and accounts per household by delivering the right messages to the right members.


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By CU Student Choice | Sept. 26, 2016

A college loan can be, and often is, the foundation of a long-lasting relationship between a member and a credit union.

By Alix Patterson | April 8, 2015

The Massachusetts credit union turns its debit card 90 degrees to improve functionality and impress the user.

By E.C. Harrison | March 9, 2015

A single checking account with automatically applied tiered benefits helps San Francisco Federal Credit Union reach 1,000 new account holders.

By Callahan & Associates, Inc. | Feb. 23, 2015

Learn how credit unions performed in fourth quarter 2014 and find new opportunities in today's encouraging economic environment.

By Callahan & Associates, Inc. | Feb. 18, 2015

Tim Kolk leads the introductory session of a management school for credit union card programs in 2015.

By Callahan & Associates, Inc. | Feb. 12, 2015

Representatives from Purdue Federal Credit Union describe their innovative My Member Perks rewards program.

By | Feb. 12, 2015

Purdue Federal Credit Union describes its successful member rewards program.

Partner Perspective
What To Watch In Payments In 2015

By PSCU | Feb. 2, 2015

Retailers, interchange beneficiaries, and merchants all want to circumvent the card networks.

By Callahan & Associates | July 9, 2014

A break down of the industry’s financial performance and impact in 1Q 2014.

By Rebecca Wessler | May 26, 2014

Sunset Science Park FCU’s average member relationship is double, even triple, that of peer credit unions.

By Erik Payne | Feb. 3, 2014

How Purdue Federal Credit Union re-engineered its credit card portfolio.

By Drew Grossman | Jan. 28, 2014

CEO Ruth Jenkins talks about how reward programs help build member loyalty.

By Sharon Simpson | Aug. 5, 2013

BECU’s VP of Member Solutions discusses why there will always be a place for the branch.

By Mark Reed | June 6, 2013

By Drew Grossman | June 3, 2013

A partnership between Wescom Credit Union and its CUSO rewards members for choosing the credit union for insurance products as well as financial services.

By Yun Ma | May 14, 2013

How is Bank of America trying to improve its customer service ranking? With face time.

By Andrew Bolton | May 14, 2013

By Parth Kapoor | May 13, 2013

From credit cards to share accounts, business is booming at credit unions.

By Yun Ma | May 13, 2013

By anticipating the growing needs of an immigrant population, Latino Community Credit Union builds lasting relationships with members.

By Drew Grossman | April 15, 2013

After evaluating the quality of service, Educators Credit Union ramped up the experiences of its newest members.

By Andrew Bolton | Feb. 26, 2013

By Aaron Pugh | Oct. 15, 2012

Entrust Financial Credit Union gives personalized service to all new member relationships, not just high-dollar ones.

By Bailey Reutzel | Oct. 15, 2012

Spokane Teachers Credit Union’s onboarding program was such a success for indirect members, the credit union implemented it for all new members.

By Bailey Reutzel | Oct. 15, 2012

Credit unions still have an opportunity to capture dissenting consumers from large banks, even a year after Bank Transfer Day and the Occupy Movement.

By Aaron Pugh | Oct. 8, 2012

From security to payments, incorporate best practices from today’s bleeding edge providers.

Partner Perspective
Get Your Tellers In The Game

By KIVA Group, Inc. | May 7, 2012

Front-line staff should be supported with advanced sales tools and service information.

By Dwight Johnston | March 12, 2012

An article in the Los Angeles Times provides a cautionary lesson for credit unions.

By Aaron Pugh | Jan. 10, 2012

Here are six reasons reloadable cards are going mainstream.

By Rebecca McClay | Jan. 9, 2012

Montgomery County Employees Federal Credit Union’s balance transfer promotions have drawn 19.0% 12-month credit card loan growth.

By | Oct. 3, 2011

An Iowa credit union is using data and the right attitude to generate solid member relationships.

By Thomas Cullen | Jan. 10, 2011

Member onboarding is a delicate but valuable process that Addison Avenue Federal Credit Union manages well.

By Alix Patterson | Oct. 4, 2010

Consumers are ready to spend. How can you make sure your credit union is their financial institution of choice?

By Callahan & Associates | Oct. 1, 2010

The right technology supports the products and services business members seek.

By Callahan & Associates | Oct. 1, 2010

The 2010 Retail Investment Services Study provides industry-specific performance data and benchmarking tools that address the needs of credit unions.

By Chris Tissue | April 19, 2010

Like other industries, credit unions pulled back marketing expenses in 2009. As competition returns, your marketing budget might not have to.

By Chris Tissue | April 5, 2010

Credit unions earn high accolades in consumer experience, but they can take a page right out of the playbook of the companies with top honors.

By Chris Tissue | Jan. 6, 2010

Leverage internal resources and processes to achieve organic membership growth.

By Chris Tissue | Jan. 4, 2010

Bank of America earned 23% of its revenue from its credit card portfolio in the first nine months of 2009 yet lost $4.5 billion on the product line.

By Elliott Kashner | July 27, 2009

Many of the economic, social, and cultural trends that played into the credit union advantage may be nearing an end, shifting the credit union growth strategy from member and deposit acquisition to retention.

By Elliott Kashner | July 13, 2009

Three mutually reinforcing relationships at the core of the virtuous cycle promote credit union growth, even during times of economic fluctuation.

By Lydia Cole | July 6, 2009

When measuring your investment services program’s performance, it is critical to understand how individual benchmarks represent a piece of the puzzle. If considered separately, the individual metrics do not tell the whole story as to how the program’s management team should improve the program’s overall productivity.

By Lydia Cole | June 22, 2009

When measuring your investment services program’s performance, it is critical to understand how individual benchmarks represent a piece of the puzzle. If considered separately, the individual metrics do not tell the whole story as to how the program’s management team should improve the program’s overall productivity.

By Marquis | May 11, 2009

The Credit Union world sometimes seems split on the benefits of onboarding. Only about 40% of credit unions actually execute an onboarding strategy. So, what is onboarding and what are the key benefits?

By Lydia Cole | Oct. 27, 2008

Does your credit union have a multi-pronged delivery approach? Knowing how members access the credit union and why they choose their preferred channels will help your MSRs and agents respond appropriately in a variety of sales situations.

By Lydia Cole | Oct. 20, 2008

Turmoil in the financial world can churn up deposits as consumers transfer funds to minimize losses or liquidate investments. Other influencing factors include mergers and failures in the financial industry. These shake-ups can have lasting regional consequences.

By Pete Snyder | Sept. 29, 2008

In the current difficult rate environment, credit unions are increasingly looking to non-interest income as a way to increase revenue and provide needed services to members. In contrast to investment services, Loan Protection Products provide a significant opportunity for credit unions to increase gross revenues and, more importantly, increase net income margins.

By Dane Coalson | Sept. 15, 2008

By revamping an existing business lending program, Randolph-Brooks drove dramatic growth without compromising their strong member service.

By Lydia Cole | Sept. 15, 2008

Credit unions with retail investment programs are experiencing growth through referrals both to and from the credit union. While most programs are tracking referral activity from the credit union to the investment services program, only about one-third are tracking referrals from the investment program back to credit union products and services.

By Ray Springsteen | Sept. 1, 2008

High performing call centers that are aligned with the goals of the organization look at performance metrics in three areas: service performance, call quality and sales productivity.

By Lydia Cole | July 21, 2008

Revitalizing a static card portfolio requires careful due diligence to achieve success. Competing with the massive marketing budgets of large financial institutions, credit union must clearly understand their membership and respond promptly to member needs.

By Callahan & Associates | July 1, 2008

The livlihood of a credit union is determined by a simple formula: Attracting new members + Expanding wallet share = Sustained growth.

By Callahan & Associates | July 1, 2008

It's hard to imagine a credit union today that doesn't deploy some level of personalized messaging in their branches and call centers. Yet surprisingly very few credit unions extend this same level of attention to their website and email communications.

By Mike Weber | June 16, 2008

Take the rapidly rising costs of college education, mix in a private student loan market that has grown 450% in the last seven years alone, add a mass exodus of traditional lenders because of restricted access to capital, and you've got a volatile recipe for turmoil in the student loan marketplace. 

By Kathleen Peterson | June 2, 2008

Information is a form of currency in the digital age. The Call Center is a pure source of it.

By Lydia Cole | May 12, 2008

Results from a recent nationwide credit union call center survey reveal key metrics for measuring call center productivity.

By Lydia Cole | Feb. 18, 2008

Patelco Credit Union tracks referrals from front line staff to their investment program. Doing so has lead to increased wallet share.

By Lydia Cole | Jan. 28, 2008

The key consideration for credit unions and their investment programs is to add operational and service support in a fiscally responsible way to ensure that the credit union's key ratios continue to improve.

By Ray Springsteen | Dec. 24, 2007

In many credit unions the call center is the single most active member service and loan channel. At busy call centers working with a large concentration of members, satisfaction of the credit union overall is dependent on call center performance. Using the right metrics to evaluate call center performance is an important component for success.

By Seena Faqiri | July 23, 2007

When it comes to deepening relationships with members, it takes multiple efforts and multiple programs. Credit union leaders in wallet share discuss strategies that are helping drive growth.

By | June 11, 2007

Even with a diverse membership, and varying interests and needs, personalized attention to members’ unique needs is still a hallmark of the credit union difference.

Are you satisfied with less than 10% market share, knowing that your credit union promotes the philosophy of providing your members with the best financial solutions?

By Level 9 | Feb. 19, 2007

When designing a life event conversation, breaking out of the traditional structure prevents the client from becoming overwhelmed while still presenting all the pertinent information.

By Level 9 | Jan. 22, 2007

A technique from the life insurance industry can be just as valuable for marketing financial products and services.

By Appoorva Saxena | Nov. 6, 2006

Defying the stall in industry growth rates, BECU is growing shares at five times the national average according to First Look data. What is driving their success?

By | Oct. 30, 2006

This final article in a three-part series on serving small business members addresses meeting their needs throughout their business’ life cycle while increasing retention, improving economic return and creating barriers to member attrition.

By Harland Educational Services | May 29, 2006

Today’s competitive climate requires extraordinary thinking to compete successfully. How can your credit union preserve member attention and what is the most effective means to reach them?

By Annie Sebastian | Sept. 5, 2005

In the competitive credit card market, creating the right incentives to become the preferred top of wallet card for your members is critical

By | Oct. 25, 2004

By making a commitment to strategic and operational excellence, Affinity Plus Federal Credit Union raised the bar for themselves. Read how they got their MOE-jo to build strong relationships and trust among members.