Customer-centricity

Credit unions need a clear strategy if they hope to break through to consumers already overwhelmed by the coronavirus.

Credit unions can build trust within their communities by providing clear and consistent communication as the pandemic causes economic anxiety.

Few lenders are finding creative ways to provide much-needed financial advice and emergency services online.

Credit union leaders can't truly understand how consumers interact with their institution until they've walked through those processes themselves and dealt with the same pain points members face.

One organization's findings reveal that financial counseling, when done right, can also help boost institutions' lending and brand recognition.

Credit unions have achieved success in areas like auto and consumer loans but there is still room for them to increase their home lending.

Some credit unions are experimenting with ambient scenting – adding distinctive but unobtrusive smells – in their branches. While those fragrances are meant to reinforce the institution’s brand, they could also have unintended negative effects.

With brick-and-mortar locations dwindling, it’s even more important to meet potential customers in the field.

The credit union service organization said the move was part of its focus on marketing technology products.

Banks are increasingly turning to outsiders like Nikki Katz, a former Disney executive now at Bank of America, and Joel Kashuba, formerly of Procter & Gamble and now at Fifth Third, to help build their digital experiences.

As the National Association of Federally-Insured Credit Unions' annual conference kicked off, President and CEO Dan Berger emphasized the trust credit unions have built with members. But there have been a few recent stumbles.

IAM Community Federal Credit Union in Enterprise, Ala., voted last year to rebrand as a way to attract more members under its community charter.

Credit unions are losing ground to community banks when it comes to customer satisfaction. Here's how to reverse that trend.

Customers are starting to reveal more to private bankers when they use GoTo, the bank's strategy chief Rilla Delorier says.

Wymar Federal Credit Union in Louisiana has also distributed a bonus to members.

Management success isn’t about adopting the latest technology craze or exuding charisma, it’s about prioritizing employees and customers.

The McLean, Va.-based institution is launching a digital division that will create content that touches on topics beyond banking.

The Midland, Mich.-based institution returned $19.4 million to members for 2018 through rewards and dividends.

The Indiana-based institution's distribution for 2018 was up more than 60 percent from the previous year.