Beyond the Single Transaction: People Helping People

Beyond the Single Transaction: People Helping People

Julie Gessner makes the case for consultative services as a means to balance members’ desire for instant gratification along with great member service and connection.

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Understanding the Member Perspective: An Experiment

Understanding the Member Perspective: An Experiment

Taking a step back from the CUSO end of things, Bob Anderson experiments with seeing things from the members’ perspective and walking in their shoes to see what he can learn and where his CUSO can improve.

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The Five Keys to Good Customer Service Part Three: Build a Best Practice

The Five Keys to Good Customer Service Part Three: Build a Best Practice

In part three of her series on providing excellent customer service, Morgan VanEnk shares the wonders and benefits of keeping a best practice not only for yourself, but for your team.

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The Five Keys to Good Customer Service Part Two: The Customer May Not Always Be Right, But Neither Are You

The Five Keys to Good Customer Service Part Two: The Customer May Not Always Be Right, But Neither Are You

“The customer is always right” is a saying as old as time, though it’s certainly not always accurate. Client Service Representative Morgan VanEnk reminds customers and workers alike that neither one is always correct, and working together is the best way to get any problem solved.

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The Five Keys to Good Customer Service Part One: Communication

The Five Keys to Good Customer Service Part One: Communication

In the first part of this new series focusing on what makes for great customer service, Morgan VanEnk starts with the basics: communication.

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Planning Your Mobile App Strategy: Why It’s Important for Your Credit Union

Planning Your Mobile App Strategy: Why It’s Important for Your Credit Union

Modern-day members expect 24/7, on-the-go access to their finances, meaning a credit union’s mobile app is more important than ever. Kristian Daniel lays out a strategy for keeping your mobile app useful, updated, and in the hands of your members.

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Are You Helping Younger Members Save for Their Future?

Are You Helping Younger Members Save for Their Future?

Credit unions aren’t just for the adults, kids and teens need ways to save and prepare for their future as well. Samantha Seume covers some of the best ways to get the younger generations engaged with your credit union.

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The Need for “Around-The-Clock” Customer Service

The Need for “Around-The-Clock” Customer Service

Living the nine to five life can make it difficult to do business with your credit union. Kasey Hawkins sees the need for around-the-clock customer service, and she has a few ideas on how her (and your) credit union can achieve that.

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The New Capital: Member Data

The New Capital: Member Data

Chip Filson covers member data as the “new capital” and why credit unions should be teaching members to protect and value their own data.

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Data Strategies: 10 Simple Ways to Get Value from Your Data

Data Strategies: 10 Simple Ways to Get Value from Your Data

Thomas Hull wants you to make the most of your data, and he’s got ten easy tips to help you use that data to understand and serve your members better.

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