Laura Woods is such a fount of exciting ideas that we created two podcasts so we could capture everything. In part 2, she shares more about reaching people where they are by marketing with empathy and vulnerability. 

Laura shares her lessons from her innovative "Dreams" marketing campaign that gave the members who bank at 1st Financial a voice, how her credit union has become more profitable by avoiding A credit rated loans, and why empathy, vulnerability, and a distaste for the word "no" fuel her marketing philosophy.

Tansley Stearns, Chief Impact Officer at Filene, joins us to share what Filene has learned in over 25 years of researching credit unions. Tansley talks about how you can create a culture of innovation, why attracting younger members is hard (and what to do about it), why “customer effort score” may be the most important number in your credit union, and what the greatest gift of the digital age is to credit unions (hint: it’s not Twitter).

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.

To say there is uncertainty in the credit union movement right now is an understatement. The NCUA shake-up has left many feeling… well, a bit shaken up. And though tax exemption and funding for CDFIs (Community Development Financial Institutions) are protected for now, it’s hard to say when “for now” might abruptly end.

When compared to concerns about the NCUA and credit union tax status, there has not been as much outcry over the precarious future of the CDFI fund. Considering that only about 12% of credit unions are CDFIs, this makes sense, but the loss of funding could have significant ripple effects across the movement as a whole. In this episode, we talk to Armand Parvazi, Strategic Adviser at CUCollaborate and former Chief Administrative & Development Officer at New Orleans Firemen’s Federal Credit Union, to get his take on this month’s BIG question:

Why does the CDFI fund matter and how can we engage the credit union movement in protecting it?

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.

Brett Wooden, CEO of Wooden Consulting, joins us to share insights about the future of mobile in the financial industry. Brett discusses what credit unions can learn from Facebook, how a bank in Russia is trying savings rates to how many steps its customers walk each day, opportunities for building mobile apps beyond just mobile banking, and the 4 keys to finding a mobile partner.

Adam Stites, CEO of Mirth Provisions, a drinkable cannabis product company, joins us to share what the rapidly changing world of legal cannabis looks like in Washington State today. He explains the challenges the industry faces in getting financial services today, the rigorous legal requirements to owning and investing in cannabis companies and how you can access that information, and what the new cannabis customer looks like today — it’s not what you think.

These days, most people automatically think of technology when they think of innovation, but innovation doesn’t require fancy digital bells and whistles. In fact, sometimes the most impactful innovations aren’t about dramatic invention, but rather incremental iteration.

Philanthropy is a field that’s rife with opportunities for iteration, and Gloria Dixon, BECU’s Director of Philanthropy and the Executive Director of the BECU Foundation, isn’t afraid to challenge the status quo. As one of the top five largest credit unions in the United States, Washington-based BECU is known for its massive breadth, but what’s remarkable about the credit union’s community development work is that its impact runs both wide and deep.

In this month’s episode, we talk to Gloria about how she’s steering the credit union’s philanthropic efforts and iterating as she goes. We also address our BIG question:

How can credit unions be more involved in meaningful systems change, particularly when it comes to economic inequality?

Between natural disasters, economic volatility, and political chaos, there is a lot to respond to these days. It’s important for credit unions to create contingency plans and prepare for crisis. It’s equally important to escape the reactivity trap by proactively creating opportunities for joy and connection.

That’s precisely what Abilene Teachers Federal Credit Union has done with 325 Day, an event with a name that refers both to its date and the credit union’s local area code. The idea is to celebrate local businesses, gather community members, and most importantly, have fun!

This month, we’re joined by Abilene Teacher FCU’s Community Development Officer, Elizabeth Gray, and Marketing Director, Kathy Mayer, to talk about the evolution of the event and its growing impact. We also address this month’s BIG question:

During an era when so much is moving online, why is a sense of place still important and how does your credit union benefit by bringing people together in real life?

The listeners of this podcast are likely to know that credit unions are financial cooperatives — an identity that some credit unions lean into and others don't talk about much. Amongst the general U.S. population, our understanding of cooperatives is limited, at best. Most people are ill-equipped to distinguish between, say, a consumer co-op, like a credit union, and a worker co-op, like PixelSpoke! 

We'd like to change that, and we think that credit unions can play a crucial role, not only in expanding our general understanding of what co-ops are and why they matter, but also in supporting the broader cooperative ecosystem.

We're excited to be joined by two guests who have made it their life's work to expand access to ownership through the cooperative business model. Frank Cetera is the Business Transfers Program Director for the Democracy at Work Institute, which helps communities overcome accelerating economic and social crises through worker ownership, and also a Board Member of local CDFI, Syracuse Cooperative Federal Credit Union. Stacey Smith is SVP and Head of Programs at Project Equity, which helps raise awareness of broad based employee ownership and supports businesses transitioning to employee ownership.

Frank and Stacey help us tackle this month's BIG Question:

How can credit unions more broadly support a cooperative economy, and what specific needs can they address for co-ops in their communities?

What is a micro-interaction, and why should credit unions care? Fintech growth and business transformation strategist Samantha Paxson joins us on The Remarkable Credit Union podcast to discuss how credit unions could benefit from focusing less on big loans and focusing more on daily financial activities. 

We talk about how frequently used financial tools and services, like debit cards and P2P payments, not only help keep your credit union top of mind for members but also help keep member financial wellness front and center for your credit union. We also unpack this month’s BIG question:

When it comes to sustainable growth, what underutilized, high-impact strategies should credit unions be pursuing in 2025?

Many of us have been trained to look outward when it comes to growing companies, whether that means looking to new target markets, potential investors, or evolving trends. But according to Ronaldo Hardy, President & CEO of The National Association of Credit Union Service Organizations (NACUSO), we are missing a crucial step. In episode 106 of The Remarkable Credit Union, Ronaldo talks about why we actually need to start by looking inward as he tackles this month's BIG question:

How can credit unions shape their brands from the inside out, starting with their people, culture, and impact?

In a heavily regulated industry like financial services, innovation can seem daunting. There are so many regulatory hoops to contend with, not to mention a fierce aversion to risk. But as Jerome Emanuel, Chief Lending Officer at Alternatives Federal Credit Union has discovered, if you focus on solving a proven problem and finding ways to say yes, the doors that end up opening just might surprise you.

Jerome joins us for this month's episode of The Remarkable Credit Union podcast to discuss Alternative FCU's game-changing FAIR Mortgage product, including what inspired it, how they got it off the ground, and what the results have been to date. He also addresses this month's BIG question:

How can a financial product address systemic inequality, and what risks are entailed in changing the rules of the “game?”

In this age of multibillion-dollar credit unions, it can be easy to forget that most started with a small group of people looking to pool their resources. 

Well, Jessica Gordon Nembhard is here to remind us. Professor of Community Justice & Social Economic Development in Africana Studies at John Jay College, CUNY and author of Collective Courage: A History of African American Cooperative Economic Thought and Practice, she believes that wonderful things can happen when communities come together for mutual aid. 

Among other things, we talk about the proliferation of Black cooperative responses during Covid, the importance of credit unions as community assets, opportunities for credit unions to play a more central role in supporting cooperative development and ecosystem building, and the challenges currently facing Black-owned credit unions, including potential strategies to better support these vital community institutions.

We also address this month’s BIG Question: 

What role do Black cooperatives currently play in the ongoing fight for economic, racial, and social justice, and what potential is not being realized?

Demand for clean energy products is on the rise, and not just from well-to-do Tesla owners. There is also widespread interest and demonstrated need in lower-income and disadvantaged communities. But how can credit unions meet that need?

Enter the Clean Communities Investment Accelerator program (CCIA), which is currently offering funding to credit unions and other community lenders to deliver green products, with a focus on the underserved. We’re joined by two leaders in the credit union movement, Cathie Mahon, President and CEO of Inclusiv, and Blake Jones, a founding board member of Clean Energy Credit Union.

Cathie and Blake share how credit unions can leverage new government funding opportunities and why they are so well positioned to deploy clean energy solutions in their communities. They also address this month’s BIG question:

Why should credit unions care about clean energy, and what do they stand to gain from helping low-income and disadvantaged communities deploy clean energy projects?

We all know that products are a credit union’s bread and butter, so to speak. But a “product-first” mentality can result in more transactional relationships with your members, not to mention a product mix that may not fully meet their needs.

This month, we talked to Alicia Portada, Director of Communications and Community Engagement at Lower East Side People’s Credit Union, about how they focus on following the need, keeping boots on the ground, and keeping more vulnerable communities front and center when it comes to their expansion strategy. We also tackled this month’s BIG question:

What if credit union marketing efforts were less product-focused and more partnership-focused? What would that look like in practice, and how could this approach help realize The Credit Union Difference?

As AI has wriggled its way into more nooks and crannies of our everyday lives, we’ve been hearing quite a bit of chatter about technology versus humanity. We’re not here today to speculate about possible dystopian futures, but we are here to talk about why it’s so important for even the most technologically advanced credit unions to keep the focus on their people. 

Chylon Pappas, VP of Corporate & Government Engagement at First Tech Credit Union, joins us to share how First Tech does just that. She helps us unpack this month’s BIG question: 

What does a people-first focus look like in practice, and what are the key things more credit unions should be doing to better serve their employees, members, and broader communities?

Welcome to our 100th episode of The Remarkable Credit Union podcast! We couldn't have asked for a better guest to help us celebrate this milestone—the inimitable Linda Bodie, Chief + Innovator at Element Federal Credit Union.

Linda joins us to share some incredible stories from her over 25 years as a leader in the credit union movement, including how Element FCU became the first financial institution in the country to offer mobile deposit on iPhone; what led to the creation of CU*Pride, the credit union association for LGBTQ+ professionals; and how Element FCU succeeds in taking risks and making its members laugh along the way.

We also tackle this month's BIG question:

How can credit union leaders foster a space—for members and staff—that is both safe and brave?

A shared commitment to serving the financial needs of the underserved has long distinguished credit unions from other financial institutions. In this episode, we talk to Jules Epstein-Hebert, the Director of Membership, Growth, and Partnership at Inclusiv, a nonprofit that has been championing the cause of financial inclusion for 50 years. 

We reflect on the movement over the past five decades and tackle this month’s BIG question:

How has our economy become more or less inclusive in the 50 years since Inclusiv’s founding, and how has the strategy for closing gaps and removing financial barriers evolved accordingly?

This is both an exciting and bittersweet episode. After recording 97 episodes of The Remarkable Credit Union, longtime host and PixelSpoke's founder and former CEO, Cameron Madill, joins as a guest to share his top takeaways from his 20 years leading an impact-focused marketing agency for credit unions. Accompanying him is PixelSpoke's new CEO, Katie Stone, who further expounds on leadership lessons she's learned since joining PixelSpoke and how she hopes to carry them forward in her new role.

They also address this month's BIG question:

What should credit union leaders focus on to best equip their teams for success, maximize impact, and ensure the longevity of their credit union?

Next month, Katie will be begin co-hosting the podcast along with current co-host and PixelSpoke co-owner Kerala Taylor. Stay tuned!

In a movement where large asset sizes have become a badge of honor, Express Credit Union is proud to be small. They believe that their intimate size affords them the opportunity to truly know their members and to pivot quickly when faced with unexpected challenges.

This month, we’re excited to welcome Express Credit Union’s Chief Business Officer, Elizabeth Escobar, to talk about how to meet members where they’re at, what Express has to teach the country’s fourth largest credit union, and how to stay engaged with your members in the long-term.

She also addresses this month’s BIG question:

How can credit unions retain their people-to-people focus in a post-Covid era that relies on digital more than ever?

Most credit unions have a set of brand guidelines that include dos and don’ts for their color palettes, logos, images, graphics, and copy. But do guidelines like these truly capture the essence of your brand? Allison Netzer, Chief Marketing & Strategy Officer at Nymbus and co-author of Think Like a Brand, Not a Bank, would answer that question with a resounding NO.

Allison joins us on this month’s episode of The Remarkable Credit Union podcast to talk about who credit unions should be tapping into to help shape and promote their brand, why “member-first” isn’t really a brand differentiator, and what problem-solving has to do with brand identity.

She also addresses this month’s BIG question:

How can credit unions unlock the true power of brand, and how can a more brand-focused mindset help take the credit union movement to the next level?

Credit unions across the country are searching for ways to offer their underserved members pathways to homeownership. But when it comes to affordable housing, it’s clear that bolder action is needed to meaningfully move the needle.

The affordable housing crisis is particularly acute in Seattle, Washington, where home prices increased by over 80% between 2010 and 2020. This month we’re excited to welcome Uche Okezie, Real Estate Development Director at HomeSight, a Seattle-based nonprofit, and Tina Narron, Chief Lending Officer at Verity Credit Union, also based in Seattle, to talk about how they are cross-pollinating, collaborating, and breaking convention to reimagine solutions to this thorny and seemingly intractable social issue.

We also address this month’s BIG question:

How can credit unions “dream more boldly” when it comes to community development and what kinds of innovative partnerships can they forge to drive this work forward?

Is “ownership and economic opportunity for all” an idealistic pipe dream, or is it an achievable goal? Self-Help Credit Union would like to think the latter. Its mission statement embodies the credit union’s penchant for thinking big and pushing the boundaries of what credit unions can do and be. 

This month, we’re thrilled to be joined by Randy Chambers, President of Self-Help Credit Union, to talk about what ownership actually means, how credit unions can advance economic opportunity one neighborhood at a time, and the ways in which a credit union’s WHY should inform all marketing efforts. 

We'll also be addressing this month's BIG question:

What are the biggest challenges we currently face when it comes to the health and vitality of our neighborhoods, and how can credit unions meaningfully address these challenges?

Bank collapses, recession forecasts, and rising interest rates, oh my!

If there’s anything we know for certain, it’s that uncertainty is here to stay. As much as we’ve tried to get back to “normal,” the volatility that Covid set in motion seems determined to wreak havoc on our best-laid plans.

This month, we’re excited to welcome Laurie Flanders, VP of Client Solutions at Strum Platform, and Ben Stangland, President & COO of Strum Agency and President of Strum Platform, to talk about what it means to know your members inside and out, why “friendly” is not a brand, and what kinds of stories and insights are emerging from credit union data.

They also address this month's BIG question:

In the age of uncertainty, how can credit unions focus on healthy growth and long-term stability?

Most credit unions are fiercely committed to their local communities, and we think that’s great. Sometimes, though, it’s important to take a few steps back and broaden our perspective. That’s where the World Council of Credit Unions (WOCCU) comes in.

Today, we’re going to step back with Mike Reuter, the Executive Director of WOCCU’s Worldwide Foundation for Credit Unions; Ari Farrell, Program Manager of the World Young Credit Union Professionals (WYCUP) program; and Lena Giakoumopoulos, GWLN (Global Women’s Leadership Network) Director. We talk about their audacious fundraising goal for International Credit Union Day, as well as why it’s important to think, and act, globally, what financial inclusion really means, and how WOCCU is tackling some of the biggest challenges of our time.

We also address this month's BIG question: 

What does financial inclusion look like on a global scale, and why is a global movement important? How can credit unions around the world join forces to build more strength and resilience?

If you’re a credit union marketer who feels like you should be doing more with automation and personalization, but you’re not sure how, you’re not alone.

Kristin Harrison, Director of Business Development for WebStrategies, joins us to talk about why personalization has so much potential for credit unions and why it’s so hard to implement effectively. Here are tips for overcoming common obstacles and ensuring that your personalization efforts don’t do more harm than good.

She also tackles this month’s BIG question:

How can credit unions build a data strategy to meaningfully personalize digital content to specific users?

The “About” pages on credit union websites are full of stories about humble beginnings—small groups of people getting together to pool their resources. Nueva Esperanza Credit Union has a similar story, but with one crucial difference: It was founded in 2010.

This month, CEO Sue Cuevas shares her inspiring journey, starting with recruiting inaugural members by copying their ID documents with a portable copy machine she kept in the trunk of her car. She talks about what spurred her to leave a 30-year career in corporate banking to start a credit union and what she’s learned along the way.

She also tackles this month’s BIG question:

What are the advantages of serving a specific demographic, and would the credit union movement benefit from more niche institutions that truly know their members?

Credit unions have long been enthusiastic champions of their communities, but can they be doing more? How can they think outside the box to catalyze social change?

Sharee Adkins, GoWest Credit Union Association Chief Impact Officer and Foundation Executive Director, joins us on this month's episode of The Remarkable Credit Union podcast to share examples of how credit unions in her region are joining forces and tapping into the strengths of their core business competencies to tackle daunting social challenges.

She also addresses this month's BIG question:

How can credit unions leverage grant dollars to proactively tackle the challenges facing their communities, and how can they most effectively market their impact?

Most credit union employees are familiar with the cooperative principles, including Principle #6: Cooperation Among Cooperatives. Yet it seems this principle has yet to be fully realized within the credit union movement. That's why when we saw that Coastal Credit Union had hired a VP of Cooperative Strategies, we took notice. We'd never heard of someone with that job title at a credit union before.

Emily Nail is not only Coastal Credit Union's first VP of Cooperative Strategies, she also serves as Executive Director of the Coastal Credit Union Foundation and previously served as Executive Director of the Cooperative Council of North Carolina (CCNC). We were thrilled to invite her to The Remarkable Credit Union podcast to talk about her new role, her take on North Carolina's rich cooperative history, and this month's BIG question:

How can credit unions collaborate with other local co-ops to work toward building a thriving cooperative economy?

Credit unions are known for the emphasis they place on building authentic human relationships with their members. But at the same time, digital advances are transforming the financial industry, smaller credit unions are getting acquired, and larger credit unions are only getting bigger.

George Hofheimer, former EVP and Chief Research and Development Officer at Filene, returns to The Remarkable Credit Union podcast to discuss his new book, Banking on a Human Scale, and to address this month’s BIG Question: 

How can credit unions operate on a human scale to thrive in a world that worships growth and technology?

Credit unions have always been better cooperators than competitors. The joint investments of five Washington-based credit unions to the Evergreen Impact Housing Fund (EIHF) is a shining example of the "cooperation among cooperatives" principle in action.

The greater Seattle area is one of the country’s most expensive metro regions, and escalating housing costs make it hard for working-class consumers to live in the area. EIHF creates what it calls “catalytic investment opportunities” that make affordable apartment complexes more attractive to developers.

Jen Reed, VP of Public Relations at Sound Credit Union (a PixelSpoke client), joins us to talk about Sound's collaboration with BECU, Washington State Employees Credit Union, Salal Credit Union, and Verity Credit Union to tackle this thorny social issue and magnify impact. We also discuss how this effort has benefited Sound's public image, what lessons Sound has learned from the process, and what future projects are on the horizon.

Credit unions, by their nature, are community oriented, but some are more intentional about their commitment to impact. Community Development Financial Institutions, or CDFIs, are a perfect case in point. Credit unions now represent a third of the CDFI industry, serving more than 16 million predominantly low income consumers and communities of color.

Chriselle Martinez, CDFI Program Director at Inclusiv, joins The Remarkable Credit Union podcast to talk about what it means to be CDFI certified, how CDFIs benefit their communities, and how they themselves benefit from the certification process.

She also tackles this month's BIG question:

What are the most important considerations for a credit union that is considering applying for CDFI certification?

Is the financial industry committed to the common good? If you equate the financial industry with megabanks, the answer would likely be a resounding no. Though millions of Americans are megabank customers, it's doubtful many of us believe that these banks have our best interests at heart.

Here's the good news: The financial industry presents us with many viable alternatives. There are several parallel and overlapping movements that point to a better way to bank: member-owned credit unions, Community Development Financial Institutions (CDFIs), and values-based financial institutions, to name a few. Montana-based Clearwater Credit Union is all three.

This month, President & CEO Jack Lawson joins us to talk about what banking on values looks like in action, how the six principles guide Clearwater's strategy and every operational decision, and why marketing around impact is harder and better than the alternative.

Many credit unions differentiate from banks by pointing out that they are member-owned, but the average consumer doesn't always understand what that means. Though our country tends to idolize entrepreneurs and CEOs, we are less likely to think too much about ownership and its various implications.

Cooperatives — whether worker-owned like PixelSpoke or member-owned like our credit union clients — bring the issue of ownership to the forefront, pushing us to think more deeply about who should have a voice and a stake.

This month, we're excited to welcome our Operations Manager Katie Stone as our guest host to untangle this knotty issue with Rebecca Fisher-McGinty, a worker owner at Round Sky Solutions and a graduate of Saint Mary’s University’s Masters of Cooperative Management program, and McKenzie Jones, an off-grid farmer turned social scientist who brings a deep commitment to service and equity into her work with cooperatives.

Together they tackle this month's BIG question:

How can co-ops help us pave the way to a solidarity economy that bakes diversity, equity, and inclusion efforts directly into ownership structures?