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With the competition just a mouse-click away, it is essential for credit unions to make sure their members have a positive experience instead of a frustrating one
For their website redesign, Call FCU centered on the user experience when deciding to add new resources and features that improved member satisfaction and increased usage.
Putting information, processes, and documents in a common digital interface creates staff efficiencies, consistencies, and preserves institutional knowledge.
Credit unions strive to deliver a high level of member service so members receive consistent answers and messaging from all contacts with the organization. Can it be even better?
New technological developments aimed at minimizing fraud could potentially increase costs for e-mail and make it even more critical to follow best practices to ensure e-mail is delivered
Perception is not reality when it comes to communicating with members via e-mail. While phishing fears abound, survey results indicate that members still desire e-mail.
Early results show that streamlined account opening processes can save valuable staff time while improving member service.
2005 saw credit unions using technology to adapt to an environment of tighter margins and slow member growth. By leveraging technology to improve the new account opening process, credit unions can reduce operational costs and create a positive first impression for new members.
Generation Y, the children of the baby boomers, represents one of the largest growth opportunities for the financial services sector.
Outbound calling allows a credit union to personalize the point of contact and can be successful at getting members to increase their relationship with the credit union.