Customer-centricity

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.

This is the seventh consecutive year that the Kansas City area institution has returned at least $5 million to its members.

The South Carolina institution has returned more than $31 million to members over the last 22 years.

President Trump has threatened that the closure may go on for a prolonged period. This could lead to higher loan delinquencies at credit unions that serve federal workers.

The Jackson, Mich.-based institution also made its largest donation ever to a program to help students pay for college.

The Montgomery, Ala.-based institution has paid out more than $4.8 million to members over the last eight years.

Pennsylvania State Employees Credit Union returned $22 million to its members.

One bank is tracking the habits of its 4.4 million customers, giving them discounts on services if they visit the gym or get a flu shot. Other companies may soon follow suit.

Entering 2019, lenders must think carefully about how they expand their auto loan portfolio. Failure to do so could result in bad loans and bad reviews online.

Customizing the customer experience will help credit unions keep up with evolving trends in service.

The new promotion illustrates how banks are going beyond traditional advertising as they try to find something that customers will share on their own.