Credit unions are investing time and energy into creating products, services, and experiences that attract new members, and they’re going straight to the source to find out what resonates or where there’s discord.  With today’s available technology, it’s getting easier and easier to track and organize member feedback through the branch network, call centers, social media channels, and more.

This Callahan Collection digs into the myriad ways credit unions find out what’s on the minds of members and then make the most of that insight.  

Callahan Collections

Member Feedback

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 Erik Payne | May 27, 2019

At Harvard University Employees Credit Union, a council of five students helps the cooperative manage messages to undergrads.

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.

 

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By E.C. Harrison | Nov. 26, 2018

Marketing leaders from three credit unions share strategies for how they nurture positive reviews, respond to negative ones, and retain members.

By Marc Rapport | Oct. 8, 2018

Consumers Credit Union’s 5 Star Difference program incents staff to identify positive promoters during member interactions.

By E.C. Harrison | June 11, 2018

In the age of chatbots and virtual assistants, frustrated members respond to a human touch — and ear.

By Sharon Simpson | May 1, 2018

A new member experience initiative at CommunityAmerica Credit Union puts the future of members into the hands with the most skin in the game — their own.

By Erik Payne | Nov. 6, 2017

Member check-ins through the online review site helps Financial Partners move up in search results.

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.

By Sharon Simpson | Nov. 30, 2015

A bigger team and new channels are just two of the advancements that help the California credit union better address member feedback.