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Posted: Apr 16, 2018
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5 Best Practices for Building Your Brand Online

[Editor's Note: This article was previously published in CUES Skybox, and has been modified.]

“Are you using social media?” Often when a credit union’s management is asked this question the answer is almost always a resounding yes! However, for some, this ‘yes’ just confirms that the credit union has established a Twitter account, or that a Facebook page exists. It doesn’t mean that the credit union is engaged or actively participating in the social media space – meaning posting relevant, value-added content consistently; responding to comments from your members timely and/or garnering qualified leads from your social media presence. More importantly, having a Facebook/Instagram/Twitter page doesn’t mean that you are a part of the online conversation; if your social content is static, your credit union’s products and services are probably not being mentioned in any of the threads. Also, your brand does not show up in relevant searches by prospective or existing members or in any online reviews that inform potential members.

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Posted: Apr 5, 2018
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Author: Michele Featherstone

Journey mapping helps in eliminating pain points from the customer experience.

[Editor's Note: This article was previously published in CUNA News, and has been modified.]

If one of your members stopped using your credit card because they didn’t think it had adequate fraud protection, would you know? What if they stopped using your mobile banking app because they had a negative user experience, would you know that? This is just the tip of the iceberg in terms of the data and intelligence your credit union could learn if you engaged in a member journey mapping program. Knowing this information could mean the difference between retaining and growing that relationship or losing it.

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Posted: Feb 2, 2018
Categories: Marketing, Social Media
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5 Steps to Take During a Social Media Crisis

[Editor's Note: This article was previously published on “Anthem”, the online News & Info site of the Northwest Credit Union Association, and has been modified.]

Today, the consensus is that it is integral for you to have a strong online presence if you want to build a strong brand. With so much information being consumed online, it is almost impossible to build a brand without incorporating social media, a blog and/or a website into your content marketing strategy. According to a blog post on matchsticksocial.com, statistics show that “53% of Americans who follow brands on social media are more loyal to those brands; 71% of consumers who have a good social media service experience with a brand are likely to recommend it to others and 33% of people prefer to contact a company through social media as opposed to by phone.”

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Posted: Jan 18, 2018
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Author: Alexis Nab

Trellance's Optimize Credit Line Increase Program plays a pivotal role

Texas-based Randolph Brooks FCU strives to offer the best-in-class financial solutions to its members.  However, while their quarterly business reviews showed that their credit card program was performing well in comparison to their credit union peers, they wanted to achieve more from their program.  “Through strategic analysis, we identified slower card acquisition and transaction growth than what is expected of a portfolio of our size”, noted Deana Bartel, Vice President of Payments Services.

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Posted: Jan 3, 2018
Comments: 0
Author: Lou Grilli

The Trellance Team weighs in on what's to come

As hard as it is to believe, it’s once again time to start in on all our New Year’s resolutions. But first, we wanted to step back and share our predictions for 2018. The thought leaders of Trellance gazed deeply into their crystal balls and came up with their vision for what might happen in this new year, and the implications for the credit union community.

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