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123

Improve the Member Experience: Three Steps

Amid tough economic times, it pays to pay attention to those who pay your bills.
March 14, 2013
Joe Langner
No Comments
Adapt to your customers' needs, reward those who are loyal to you, and don't just listen to their complaints—address them.
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Service is the Problem; Technology is the Answer

Responsiveness and ease of doing business are key to member loyalty.
March 14, 2013
Nicole Sturgill
No Comments
Members will leave when it becomes more difficult to do business with you than to move their accounts.
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Harness Members’ Social Power

Consumers can contribute immediately and powerfully to a better service experience.
October 1, 2012
No Comments
Social media has become an integral part of the consumer experience, but few companies embrace it.
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Big, Small, or Online: Why Do Young Adults Choose a Financial Institution?

Convenience, whether geographical or electronic, is king for young consumers.
September 17, 2012
Ben Rogers
One Comment
What's a CU to do in the face of "convenience competition?" Fight back.
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Gain Social Media Traction with Members

Seven steps to take advantage of social consumers.
September 10, 2012
No Comments
Encourage members to share their thoughts about the CU, both good and bad.
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Maximize Existing Relationships with Cross-Selling

Doing so is the key to achieving sustained portfolio growth.
January 24, 2012
No Comments
Identify current members’ needs and match them to individual credit risk and affordability measures.
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Why Do Consumers Switch PFIs?

The top trigger is a change in the consumer’s life circumstances.
September 18, 2011
2 Comments
In 2011, 8.7% of consumers had changed their primary financial institution within the previous 12 months.
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May Cover

Credit Union Magazine

• May digital edition

May 2013

heroes

What's Popular

Popular Stories

Scenes from the 19th Annual CUNA CFO Council Conference

Gladwell: CUs are David to Banks’ Goliath

Survey Says: Americans Lack Credit Score Knowledge

Warren Morrow Named 2013 CU Hero of the Year

The ABCs of APT

Recent Discussion

In remembering Warren, the first thing I think of was his smile. He was a gentle, caring man who always thought of others first. I was honored to be a part of the MiOpportinidad project with Affinity Credit Union, Warren and Miriam. His hard work and dedication to that project was inspirational. Warren so deserves this award.

The author really understands the credit union philosophy and I really enjoyed the analogy of his bathroom remodel. The only thing missing was pictures of the finished bathroom! :)

Thank you Phillip for showing the differences between a Big Bank that is only looking to sell you products and a Credit Union that actually looks out for its members needs. Great article!

I love and give a standing ovation to Ron Kase and to other caring people just as much as those who passed away on 2012 like Warren Morrow at Des Moines Iowa. He worked hard for those who are under-served an under-represented, but wasn't mentioned in your magazine. It may be beneficial for the entire world to know about his accomplishments no for his benefit, obviously, but to increase the number of positive and caring people and to add members the CU. Just ask Coopera Consulting at Des Moines Iowa about Warren Morrow's legacy.

That’s right Lisa. The servicing rule would not require a credit union to create its own policies and procedures if all aspects of the servicing are delegated to a sub-servicer. However, remember that the credit union will have to conduct due diligence on the sub-servicer to make sure it is following the minimum requirements for policies and procedures. Unfortunately, even those credit unions that use a third party servicer will need to have a working knowledge of the CFPB’s servicing rule.

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