You Can’t Make Every Member Happy... You're Not a Taco

By Preston Packer |

Sep

04

Ricky Nelson hosted a Garden Party and informed us "Ya can't please everyone, so ya gotta please yourself." John Lydgate, a 14th-century poet, is credited with "You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.” And 21st century phenom giphy.com has given us "You can’t make everyone happy.... you're not a taco.” Try harder, do more. While we all have a grasp on the concept, it’s very hard to put into practice in real life, let alone your credit union. The idea that we can appeal to everyone is difficult to let go of, as we see the value in the value prop: Serve every member your best, and then the credit union will have excellent growth. This sounds wonderful but, history has shown us, is not possible. In order to matter to the people you’re talking to, you have to show value. And value can be defined very differently depending on the person. So one generic message will never be the right message for all.

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How Much Does a New Member Really Cost?

By Preston Packer |

Aug

08

The calculation is not a complex one: credit union growth is imperative for long term survival. Retain your current members while at the same time adding new ones. While marketing budgets often focus on the amount of money you are willing to spend to build your member base, how do you actually determine that number?  When budgeting for member acquisition, the options for marketing programs are endless - print, digital ads, social media, email campaigns. Where are marketing dollars best spent? What is the "right" amount to spend on each medium? To begin to answer that question, you must determine how much it costs for you to earn a new member.

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The Business of Businesses: Future-proof Your Credit Union

By Preston Packer |

Aug

08


The need for financial services for businesses is constantly growing. Therefore the market potential for new business for your credit union is as well. Unfortunately, the competition for that market share is growing at an equally strong rate. Credit unions have traditionally provided their business members with a wide range of services at affordable rates and set themselves apart by giving more personalized member service. However, it’s becoming increasingly difficult to compete with the larger institutions in today’s digital world. Here are more ways to future-proof your credit union by focusing on new business members.

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On-line Reviews - An Opportunity to Build Your Member Base

By Preston Packer |

Aug

01

Who reads online reviews before making a purchase?  EVERYONE! A picture is no longer worth a thousand words in the realm of online shopping... words of others are worth a thousand words and more. The influence of online reviews and commentary, both positive and negative, has become increasingly critical to a product or brand's success. Reading the experiences of others is now one of the most impactful resources for potential customers. In fact, a recent study indicated that 90% of consumers consult online reviews before transacting with a business. During Amazon Prime Days earlier this month, for example, Amazon sold over 175 million items in two days. Each item has its own star rating review and some are labeled as a Prime recommended product... a bonus for that particular company, who no doubt saw a boost in sales due to that recommendation. A review can hold the power to make or break a business relationship in any industry where the consumer has a choice to make, credit unions included.

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A Checkup on Your Credit Union's Financial Wellness Programs

By Preston Packer |

Jul

25

We have the best intentions when it comes to a healthy lifestyle and weight management. We set goals, we track food, we craft an exercise regime. But after a few days, it is easy to fall back in our old ways. Credit union executives, also, have the best intentions when it comes to financial wellness education: Create well-written content, with useful tips and tricks, write an email campaign full of interesting statistics, or plan events and webinars to pass along all the important information when it comes to personal financial management. Unfortunately, even the best planned initiatives are often overlooked or poorly attended. How can you keep your members on the right path for financial wellness?

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How Important is Providing Quality Member Services in the World of Digital Banking?

By Preston Packer |

Jun

27

Mobile banking has revolutionized the traditional banking scene as we once knew it. Having access to your money and account information as fast as you can think of it has become normal. Did my check clear? What’s my account balance? Let me check! But what about that home-town comfortable feel you used to get from visiting your favorite member service representative at your branch? The one who handed your kid a lollipop and asked how your mom was? Are those days gone?

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This Vermont Credit Union is Stealing the 'Member Value' Show

By Preston Packer |

Feb

27

Member value is a credit union industry term thrown around to try to define the value members receive from their CU. But value itself is a subjective term, meaning different things to different people. There are many ways to evaluate member value, but Callahan & Associates have created a metric to quantify value, making it a more tangible goal. They call it Return of the Member (ROM), and this metric represents a CU’s demonstration of member value. The Credit Union of Vermont has been extremely successful in providing member value, so much so that they have been recognized by Callahan & Associates for their exemplary performance within the ROM metric. The Credit Union of Vermont has ranked at or near the top of Callahan’s Return of the Member metric for nearly a decade. As one of the best in creating member value, here is how the Credit Union of Vermont has achieved their success in the category.

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Reducing the Friction of Member Onboarding

By Preston Packer |

Feb

20

Members not only compare their onboarding experience with that of other credit unions and banks but to their experience in other industries as well. Companies large and small are focusing on the User eXperience (UX) to create a frictionless process. Member expectations are high, and if they experience roadblocks in the onboarding process they will lose confidence in the credit union. In some cases, they might abandon the credit union altogether for another financial institution that has a more seamless onboarding experience. In the credit union industry today, it is more important than ever to nurture relationships and demonstrate value during the onboarding process. Here are 3 ways you can create a frictionless member onboarding experience.

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Switching Financial Institutions Might be Easier than Members Think

By Preston Packer |

Feb

13

The cost of switching is an age-old concept, applying to essentially every industry. Humans are creatures of habit and even when people are aware of a better alternative, they will not switch to a new product or service due to the expense or effort it would require. With something as simple as household products, there is little to no cost of switching. If a shopper routinely buys JIF peanut butter for the kids' PB&J sandwiches, but at the grocery store that week Skippy is on sale, it’s likely they’ll go with the cheaper alternative. The cost of switching here is low... peanut butter is about $2.75 (or $4 if you're a health nut who prefers organic) and if the family doesn’t like the Skippy, they’ll just switch back to JIF next time. However, there are far larger barriers when switching to something like a new cable company, insurance provider, or financial institution. 

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2019: Year of the Member

By Preston Packer |

Feb

05

In the Chinese zodiac, 2019 is the year of the pig. Pigs are the symbol of wealth in Chinese culture, and they are thought to bring good fortune as well. For credit unions, these predictions hold true. 2018 certainly brought success and good fortune to CUs and that is expected to continue into 2019. For credit unions, 2019 will be year of the member. The credit union industry as a whole added 4.9 million members over the past 12 months, which led to 116.8 million total members as of September 30, 2018. This year, credit unions will be focused on building stronger relationships with members, and continuing to cultivate new ones.

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