Customer Experience (UX)

Fred Kelly

Is Your Sales Process Losing You Members?

Remember the pushy salesperson? They want to get you through the process as fast as possible. But how do you feel when they push you?

Fred Kelly

3 Reasons Credit Union Marketing Isn't Working

What do you think of credit union ads? Selling like hot cakes or stale as a 10-day loaf of bread? Before you decide, let’s take a look...

Fred Kelly

Why Your Credit Union is Losing Members (and How to Turn it Around)

Many credit unions are struggling to attract and retain members. Here's how to fix that and spend less on marketing...

Fred Kelly

The 3 Components You Need for an Amazing Member Experience

If credit unions didn't exist would we invent them? Are they a future relic like the internal combustion engine?

Fred Kelly

Why Member Service Isn’t Member Experience

I heard the story of one start up where they always left a chair empty at every meeting. That’s where the imaginary customer sat...

Fred Kelly

All Member Needs Are Not Created Equal

You are probably familiar with Maslow’s hierarchy of needs, the idea that our needs are not all equal. We need to have our more basic...

Fred Kelly

The Secret Sauce Every Credit Union Can Use

We want to industrialize genuine relationships with members. But how?

Fred Kelly

3 Ways Credit Unions Can Flourish in the Age of FinTech Disruption

This is the best time to be a credit union since Friedrich Wilhelm Raiffeisen and Hermann Schulze-Delitzsch pioneered the first in the 1850s