A 2018 a global survey by Forrester Consulting identified “customer retention/loyalty” and “customer experience” as the top two business priorities for global companies across eight industries. “Grow revenue” came in at No. 3.

Of the industries surveyed by Forrester, financial services firms ranked highest in customer experience maturity. Retail banks and credit unions were among the first to jump on the customer experience bandwagon, and the pieces in this Callahan Collection showcase the different ways credit unions are tackling the topic.

Callahan Collections

Guide To Member Experience

By Marc Rapport | July 15, 2019

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

By Erik Payne | June 17, 2019

To maintain credibility after a rebrand, Logix FCU emphasized its online reviews. In the years since, the California cooperative has received many a five-star review. Here’s how it handles those that aren’t.

By Marc Rapport | May 28, 2019

The efforts of Wayne Keels underpin SAFE Federal Credit Union’s member-focused, process-based business transformation.

 

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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 Marc Rapport | May 6, 2019

How a New Jersey credit union uses new tools to automate old jobs and free up staff to serve members better.

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 Marc Rapport | Feb. 4, 2019

An automated credit card approval process at the Oklahoma cooperative makes it easy to deepen the member relationship.

By Marc Rapport | Jan. 14, 2019

Stacy Armijo works across her enterprise and the community to promote member service and brand awareness at Amplify Credit Union.