Jonathon Hensley, a well-known expert on the implications of accessibility for the handicapped in the digital world joins us to share best practices and opportunities from the coming legislation for the web. In this podcast you'll learn about why designing your online properties to be accessible is both the right thing do and smart business, what technology debt is and how you can avoid it, and what standards to follow to avoid risking a lawsuit against your credit union.

Shawn Gilfedder, the CEO of McGraw Hill FCU and a national expert on creating financial wellness programs, shares his experience changing his credit union's value proposition from products to financial wellness, how to create innovation in a credit union, and how Zappos inspired their transformation.

Randy Thompson, CEO of TCT Risk Solutions (and one of the nicest guys in the biz), talks about his passion for the core mission of credit unions—serving the underserved. He explains how proper management can reduce charge offs and help members improve their credit score, and how to effectively outsource compliance so you can focus on the good stuff.  

Melina Young, Director of Marketing and Brand at Verity Credit Union and one of CUES’ 15 Top Next Credit Union Execs, discusses their exciting new concept for engaging their members by being hyper local. She presents a positive way to view large competitors, and reminds us that we can avoid the day-to-day doldrums and make more authentic connections by focusing on the “why.”

Economist Mike Wilkerson joins us to talk about the economic forecast for 2016 and what it means for you, his exclusive research on the economic impact credit unions have in their communities, and how the shrinking middle class and sharing economy are reshaping the future of credit unions.

Eric Gregg, a leading expert on NPS, discusses his insights on how credit unions can succeed with a Net Promoter Score® program — and how they can fail. Eric explains how to implement a service recovery program to delight unhappy members, his firm’s 2-1-1 process for making NPS drive results in your credit union, and how to connect loyalty drivers to make your results more actionable.

Jeff Stephens, a leading expert on financial services branding, joins us to discuss his career in branding financial institutions. Jeff discusses how to market to your members using all 5 of the senses, how the long tail is changing financial institutions, and why differentiation is hard and necessary.

Kim Faucher, VP of Marketing at Trailhead Credit Union, shares her story of how a small, struggling, and unremarkable credit union transformed itself into the darling of the industry, reversed years of negative growth, and became a model of member engagement and financial performance. Kim shares her learnings from their complete rebrand around what you should and shouldn’t do if you are considering a similar path, and her marketing philosophy for copying great retail brands — not just credit unions.

Time for Part 2 of the conversation Ron Shevlin, a leading research expert in credit unions and banks. He shares his theory of how credit unions can find and execute on a marketing bullseye. He also discusses what trust really means for a credit union, what you can learn from marriage counselors to become stickier with your members, and how the whole industry will need to transform to survive.

Ron Shevlin, a leading research expert in credit unions and banks, shares his theory of how credit unions can find and execute on a marketing bullseye. He also discusses what trust really means for a credit union, what you can learn from marriage counselors to become stickier with your members, and how the whole industry will need to transform to survive.