Incorporating the use of the Net Promoter Score tool, the study answers, “what leads to an exceptional member experience?,” “what, in turn, leads to meaningful loyalty?,” and “what are the universal factors that all credit unions share in driving member advocacy?”  The qualities and factors that drive credit union member promotion and detraction are uncovered in addition to an exploration about whether age, income, or gender made a difference.

Readers are introduced to the formative SERVQUAL model of customer satisfaction as a framework for understanding the drivers of Net Promoter Scores and how to use the model within the credit union’s research to strive to create an excellent member experience that inspires high loyalty.  Several key research tools are included for credit union marketers and leaders to incorporate into their planning.

CUNA Council members are entitled to complimentary copies of these and nearly 300 white papers; non-members may purchase the white papers for a price of $50 per copy. 

The paper is available online in the white paper sectionof www.cunacouncils.org– select the “Marketing & BizDev” tab.

Press can contact Jenny Jackson at jjackson@cuna.coop  for a copy of the whitepaper.

CUNA’s Community Credit Union & Growth Conference is in full swing! You can follow along on Twitter using the hasthtag #CUGrowth or by following our CUNAverse Twitter feed.

The event, which is held in San Francisco this year, focuses on transforming innovative thought into solid action plans for credit union growth. Sessions run the gamut from gaining the loyalty of the Hispanic community and a discussion about the upcoming Bank Transfer Day to strategic board recruitment and an interactive youth financial literacy workshop using Mad City Money.

Credit Union Magazine posted an interesting article today highlighting activities and photos from yesterday’s sessions like the one below featuring our very own Meghann Dawson in action. Be sure to check out the full article on Credit Union Magazine’s website.

Behind desk from left: Marianne McCrary and Meghann Dawson welcome attendees to CUNA’s Community CU & Growth Conference in San Francisco Monday. The conference features a legislative and regulatory update, a Mad City Money simulation with local high schoolers, and workshops on developing a sales culture and building a younger cooperative. A new session on the agenda is a Wednesday roundtable on Bank Transfer Day, notes Dawson, CUNA’s manager of instructional design.

Happy International Credit Union Day to one and all!

As we’ve mentioned here, here, and here ICU Day is celebrated across the globe throughout the credit union community and is a great way to promote the credit union difference, especially in today’s economic climate. To help celebrate, we thought it would be a good idea to highlight ICU Day resources to help your credit union share the message.

Feel free to select some or all of these and share with your members and staff via Twitter, Facebook, email and even on your credit union’s website! And don’t forget to leave a comment about how your credit union is using these resources or other ways you are celebrating International Credit Union Day.

Cheney video for CU staff

We shared the video message from CUNA’s CEO Bill Cheney to credit union members the other day. Credit unions and CU organizations responded by posting the video on their websites and sharing with their members. Now we’d like to share Mr. Cheney’s ICU Day video greeting for credit union staff! Be sure to share this with your staff.

Young & Free videos

Young & Free spokesters from across North America created some awesome videos to help spread the word about International Credit Union Day. They set the following six credit union attributes to music:

1. Membership is open to all
2. Members call the shots
3. Rates and fees should benefit members
4. Credit unions are just as accessible as banks
5. Financial education should be free and available to all
6. Giving back to the community is a priority

How cool is that? The music videos include an orignal rap, a Lady Gaga tribute, and a sweet Journey-inspired tune:

Article for your Baby Boomer members from Plan It

The credit union financial education site aimed at Boomers preparing for retirement has their own article covering International Credit Union Day. You can learn more about Plan It here. Be sure to check out the following example of a credit union using Plan It to share this positive message with their members:

The Disclosures music video: Building a Better World

Our friends Christopher Morris and Chad Helminak of The Disclosures pay tribute to International Credit Union Day with their song and music video Building a Better World. What’s really cool is that The Disclosures recruited credit union employees from across the nation to supply video clips of credit union people singing portions of the song!

The band is encouraging credit unions and friends of credit unions to share the song to raise awareness of the positive impact credit unions have around the world.

Article to share with your Gen Y members from MoneyMix

MoneyMix, the Gen Y personal finance site for credit unions, has an excellent article about International Credit Union Day. Subscribers have been sharing this article via Twitter. Check out the article here and don’t forget to learn more about MoneyMix here.

The International Credit Union Day Facebook page

Have you visited or “liked” the International Credit Union Day Facebook page? If not, you should! You’ll get updates about ICU Day from WOCCU, CUNA, and other credit union organizations you can share with your members through Facebook, Twitter, on your credit union website, or through email!

Since becoming the fifth season winner of American Idol in 2006, Taylor Hicks’s has gained a strong following.  Hicks is best known for his gritty, soulful, southern vocals and engaging live performances.  The platinum-selling singer/songwriter released his latest album, The Distance in 2009.  Hicks has seen his debut album certified platinum, performed with the likes of Earth, Wind & Fire, The Allman Brothers and Willie Nelson, toured through Asia, penned a brisk-selling Random House memoir, and made his Broadway debut in Grease.  He is currently living in Nashville and working on a new studio album while continuing performing with his eight-piece band for select dates.

“Taylor Hicks is a great opening act for the 2012 GAC,” said Erin Mendez, Chair of the CUNA Council Forum and Executive Vice President/Chief Operating Officer at SchoolsFirst Federal Credit Union  in Santa Ana, California. “CUNA Councils is pleased to again sponsor the GAC concert, bringing attendees together to launch an exciting credit union week in Washington D.C.”

CUNA’s GAC is the credit union movement’s premier political event and its largest national conference, each year providing more than 4,000 credit union executives and board members an opportunity to hear influential leaders from Congress, the Administration and the federal regulatory agencies.

Recognized as the key conference to attend for political impact, credit union networking and industry updates, the GAC also offers a wide array of educational breakout sessions, the industry’s largest exhibitor showcase, guest/family programs to tour Washington’s sights, and special entertainment including the opening concert and the closing gala reception and dance.

Additional speakers, events, and session topics will be announced in the weeks to come.  For more information and to register, please go to gac.cuna.org.

Photo courtesy Leading Authorities Speakers Bureau

This year’s conference theme is “Where innovation takes flight and growth happens.”  Attendees will hear from keynote speakers, Jeanne Bliss and Doug Hall, network with peers, and have the opportunity to participate in workshops, educational lectures and breakout sessions focused on putting big ideas into practice and generating growth.

To register or to learn more about the Community Credit Union & Growth Conference, visit training.cuna.org/ccuc.

2011 Community Credit Union & Growth Conference scholarship winners: 

Latonya Allen, Government Printing Office FCU

Christine Blake, Cardinal Community CU

Peter Butterfield, Dakota Plains FCU

Christine Crew, GenFed Financial CU

Daniel Cumbee, Dakotaland FCU

Cathy Dahlbeck, Credit Union Plus

Geoff Davenport, Brooklyn Cooperative FCU

Cheryl Davis, SOCU

Mac Dunaway, Land of Lincoln CU

Dan Elliott, Rocky Mountain CU

Kenneth Filipovich, Pepco FCU

Ann Garmon, Horizon One FCU

Karen Grabowski, Westar FCU

Linda Hatfield, Birmingham Bloomfield

Shantel Jennings, Sioux Falls FCU

Steve Kelly, Metrum Community CU

Mohammad Khalil, Island Tradition FCU

Kevin LaCamera, Cardinal Community CU

Jennifer Pawlaczyk, Besser CU

Cassie Roach, CFE Federal CU

Lynn Sabatino, Members CU

Shani Smith-Reed, Fiberglas FCU

Thomas Tangerman, Rogue FCU

Mark Taylor, West Oahu Community FCU

Michael Waylett, Memorial CU

Cheryl Webb, Generations CCU

Ashley White, Elga CU

Anne Winn, Elga CU

The latest white paper from the CUNA Technology Council, “Automating the Enterprise: IT Operations and the Data Center – The Last Frontier of Enterprise Automation” is based on information and experiences gathered from Data Center Managers, Operations Managers and CIOs/CTOs from around the world, including many from the credit union industry.

The paper, by Neville Kroeger, discusses the costs and the benefits of implementing automation in general. It also identifies a few typical barriers to the adoption of automation, describes the evolution of automated management tools, and offers authentic examples of forward-thinking organizations effectively implementing automation in their data centers (along with the benefits achieved from their investment).

CUNA Council members are entitled to complimentary copies of these and more than 300 white papers; non-members may purchase the white papers for a price of $50 per copy.  

The paper is available online in the white paper section of www.cunacouncils.org– select the “Tech” tab.

Press can contact Jenny Jackson at jjackson@cuna.coop  for a copy of the whitepaper.

Credit unions are invited to share this member-focused video on their websites and distribute it in other online communications to members.  For instructions on how to feature this video on your website, see below.

“For over 75 years, our philosophy in the credit union movement has been ‘people helping people.’  That is not just a catchphrase; it is what credit unions do,” explains Cheney in the video.  As a member, he adds, “your credit union pools your resources to build better communities and strengthen your financial well-being.”

Cheney goes on to highlight the important economic and social contributions credit unions, and their 93 million members, make to their local and global communities.

Cheney adds that this ICU Day will lead into the year-long 2012 International Year of the Cooperatives. On October 31, credit unions will join cooperatives from all sectors of the economy will begin celebrating the positive impact cooperatives have in reducing poverty, creating jobs and promoting social integration throughout the world.

Here’s how you can share this video with your members:

• Link to video
• View video on YouTube
• Embed video on your website: <iframe width=”560″ height=”315″ src=”http://www.youtube.com/embed/9pBW2EUPhJg” frameborder=”0″ allowfullscreen></iframe>

With so many reasons to celebrate, credit unions are hosting ICU Day events across the country.  For ICU Day celebration ideas, visit www.cuna.org/icuday.  For other questions about ICU Day, please contact Joanne Sepich at (800) 356-9655, ext. 4867.

September ushered in changing fall foliage, football, and plenty of excellent credit union articles. Selecting the top 10 must-reads was no easy task, but we at CUNAverse believe the following list delivers the best content from across the internet. As always, we highlight important credit union articles from a variety of sources, including The Wall Street Journal and USA Today.

Did we overlook an article? Please share your thoughts by leaving a comment!

Facebook: Bank Transfer Day Generates Pro-CU Comments

The Facebook page for Bank Transfer Day, Nov. 5, is garnering many comments that are favorable to credit unions.

Credit Unions: A Cheaper Banking Option

With banks doing away with free checking and tacking on more fees, you may be able to get more bang for your buck with a credit union.

Your Money: Act to Avoid Bank Services Fees

Banks are awash in cash, despite the fact that they’re paying pennies in interest. And increasingly, customers are being charged for services that used to be free.

BofA Debit Fee Shows Interchange Cap a Blow to Consumers: CUNA

As most credit unions continue to offer free debit card services, banks are just beginning to apply sometimes hefty fees to the popular service.

Ensure FFIEC Compliance with Risk-based Authentication

The Federal Financial Institutions Examination Council (FFIEC) recently released a supplement [pdf] to its “Authentication in an Internet Banking Environment” guidance, originally published in 2005.

Federation Creates Foreclosure Intervention Toolkit for CUs

The National Federation of Community Development Credit Unions (Federation) has recently completed a new “Credit Union Foreclosure Intervention Toolkit” to help credit unions combat the foreclosure crisis in their communities.

Data Breaches Top List of Fraud Threats

Data breaches have overtaken the theft of physical assets as the No. 1 fraud type, with most data theft occurring in the financial services industry, according to Ken Otsuka, senior risk consultant for CUNA Mutual Group. Here are 6 steps to avoid devastating financial, reputation, and legal risks.

WOCCU Launches Intl. Year of Co-Ops Online Platform & Resources

The United Nations earlier this year announced 2012 as the International Year of Cooperatives (IYC), a time to recognize the contributions of cooperative enterprises worldwide, including credit unions. World Council of Credit Unions (WOCCU) recently launched a special section on its website to provide a platform for credit union organizations to share ideas about cooperative services and ways to celebrate the U.N. designation.

CU Execs Must Serve Only One Board, NCUA Says

The National Credit Union Administration’s (NCUA) management official interlocks rule prohibits members of a credit union’s management team from serving other nonaffiliated depository organizations, NCUA Associate General Counsel Hattie Ulan said in an agency legal opinion.

Enhance Your CU’s Investment Portfolio

Credit union leaders should set aside personal investment biases and change their investment styles to build a solid investment portfolio, two MEMBERS Capital Advisors analysts told attendees at CUNA Mutual Group’s Online Discovery Conference.

“The timing couldn’t be better,” says Joanne Sepich, CUNA’s ICU Day coordinator.  “Bank fees have consumers looking for a better option.  ‘Building a Better World’ absolutely captures the credit union and cooperative difference.”

“Our music has always focused on finding new ways to share the credit union message,” said Disclosures band member Chad Helminak.  “With ‘Building a Better World’, we decided to take it one step further and invite credit union folks to have some fun and help demonstrate our cooperative nature.”

The Disclosures put out a casting call to credit unions to provide video clips, which would eventually become the entirety of the music video.  In addition to the submissions, the band also filmed credit union people singing a few of the segments.  More than 40 credit unions and supporting organizations make cameos in the video, which include credit union staff lip-synching lyrics, performing air-guitar with hockey sticks and even dancing with mascots.

“We’re truly amazed at the response and support we received for this project so far, and we’re truly thankful for credit unions’ participation,” says Disclosure member Christopher Morris.  “Credit unions’ ‘personability’ usually shines through their member and community service, but now you can see it also holds true for music videos.”

“BUILDING A BETTER WORLD” SONG AND LYRICS
The song and lyrics can found on The Disclosures website (thedisclosuresmusic.com).  The song is free to download.

MUSIC VIDEO ON YOUTUBE
The video can been viewed at http://www.youtube.com/watch?v=8QX8EniLa9o.  Credit unions are encouraged to distribute and share the video on their websites and in other online communications.

As part of the video collection process, The Disclosures also randomly selected a video submission to receive a signed copy of their CD “(Hey, We’re) The Disclosures”.  The winner was Doug MacMillan from State Employees Credit Union in North Carolina.

The Disclosures are an acoustic thrift-rock duo based in Madison, Wisconsin, comprised of Chad Helminak (guitar, vocals, harmonica) and Christopher Morris (guitar, vocals, keys).  They perform classic rock n’ roll covers in addition to their original tunes that delve into topics of life, love, and the cooperative spirit. Visit thedisclosuresmusic.com for more information.

For more ideas that will get your staff and members excited about celebrating ICU Day, visit www.cuna.org/icuday.  For other questions about ICU Day, please contact Joanne Sepich at (800) 356-9655, ext. 4867.

If you are a fan of science-fiction and a fellow thirty-something, then you will remember growing up with Battlestar Galactica (1978-1979).  For me it was a staple of TV viewing, along with Buck Rogers in the 25th Century, Kung-Fu, and WGN’s Family Classics.

Lorne Greene as Adama

What I didn’t know until recently is that Commandar Adama–the wise leader of a wayward band of people who lost their home world to war and search for the “lost” planet, Earth–had ties to credit unions.  Well, I guess Commander Adama may not have…I don’t have any evidence of that.

But Lorne Greene, the actor who played Commander Adama, did have ties to the credit union movement.  One might even say, the credit union movement helped launch the American career of Lorne Greene.

In 1954, Lorne Greene was tapped to record advertising for credit unions in Canada.  The special Credit Union Show—a 5-minute advertising program was broadcast across Canada and into the United States.

The February 1954 edition of the publication The Credit Union Bridge noted these advertisements as being Lorne Greene’s U.S. radio debut, as “many listeners in the United States are hearing Lorne Greene for the first time” (p. 15).

After debuting in the U.S., Lorne Greene would go on to play Ben Cartwright in the television western Bonanza, Commander Adama in the aforementioned series Battlestar Galactica, and would have a distinguished career in television and film.

Lorne Greene