Customer Effort, Member Experience, and Credit Union Digital Transformation

The American Customer Satisfaction Index (ACSI) is an annual survey conducted by the University of Michigan’s Ross School of Business. It measures consumer satisfaction with the goods and services provided across a broad range of industries.

This last year, the survey found that banks surpassed credit unions in customer satisfaction.

While it certainly doesn’t sound the death knell for credit union claims of better member experience, it raises some interesting questions—and serious concerns. And, in many ways, it reminds us that digital transformation is still a pressing need in the financial realm.

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The Key Elements of Strategic Planning Sessions for Credit Unions

Strategic planning is one of my all-time favorite activities. There is nothing better than getting management teams and boards offsite, out of their routines, and thinking about the future.

As an entrepreneur, I live in the tomorrow as soon as we paint its future. When I worked at a credit union, our planning process was always a bit challenging. Each year, we would pile new initiatives onto our existing pile and then struggle with yet another list of tasks. But good strategy shouldn’t determine only what can be added—it should also identify what can be cut out.

Having facilitated a number of credit union strategic planning sessions, we have found a formula that works pretty consistently.

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CU 2.0’s On-Page SEO Checklist

Most credit unions use content for inbound marketing in some capacity. But from what we’ve seen, most credit unions don’t follow many (if any) best practices. So, we’ve put together a brief on-page SEO checklist for copywriting.

This is not an exhaustive list, and it doesn’t cover most of the technical side of things. Also, optimization for copywriting is constantly changing. Some gotta-dos in here might be outdated in a year. Still, these tips will help you generate compelling, ranking content

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Foresight is 2020: Credit Union Budget Ideas for the Coming Year

It’s that time of year again. You’ve got big ideas, good intentions, and only so much money to go around. Which necessities should make your 2020 credit union budget?

Well, we’ve got a few ideas about that. However, we were beaten to the punch! Ongoing Operations wrote up some budget ideas that we really liked. But we’ll link that at the end.

In the meantime, we’ll give you the highlights here.

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