DES MOINES, Iowa-The "omni-channel" experience, avoiding complacency and taking some risk will be the keys to growth in the second half of this year, according to Shazia Manus.
The CEO of The Member's Group emphasized that while credit unions are enjoying solid member growth at 2% and their performance is improving, it certainly is no time for complacency.
"Don't fall victim to inertia. You may have done things for the year that have brought you to a good point today, but you cannot afford to become risk averse, feeling you are entitled to success," advised Manus. "This is a great time for credit unions to look at the macro picture. The market is shifting, consumer sentiment is shifting and technology is advancing rapidly. You can't play your same game today. Seize the opportunity to reinvent and explore new innovation opportunities."
An important change to make is to deliver the same member experience and data across all delivery channels, said Manus. "Consumers now want a very integrated experience from their financial institution."
Manus said this "omni-channel" approach goes beyond look and feel and that all member touch points should integrate with the same database. "For example, you don't want members to see one checking balance on mobile and then a different one on home banking."
