FI Spotlight: University of Kentucky Federal Credit Union

Banks and credit unions have been creating some interesting campaigns to attract customers leaving large corporate banks. To continue the momentum from Bank Transfer Day, University of Kentucky Federal Credit Union launched the “lipstick on a bank” campaign to educate consumers and increase members.

In order to build credibility and raise awareness of the benefits offered by credit unions, University of Kentucky FCU launched the campaign and microsite at the beginning of 2012 to demonstrate that, “You can  put lipstick on a bank, but it’s still a bank.” The campaign and microsite focused on three main benefits to consumers when they join a credit union like University of Kentucky FCU: membership, checking and loans, particularly emphasizing lower fees and better rates.

Megin Morgan, member development specialist at University of Kentucky FCU says of the campaign, “Our goal was to keep it simple and straightforward and to demonstrate why going with a credit union was beneficial.” The credit union has already seen a large increase in new accounts from the campaign which ran during the months of January and February 2012. With 706 new accounts in 2012 reported in early March, and 18 percent increase from 2011, Morgan notes, “We saw this as a successful credit union awareness campaign that seemed to get people’s attention. We could possibly re-run it again in the near future to keep the credit union movement momentum going.”

You can read more about University of Kentucky FCU’s campaign from Credit Unions Online here.

How are you bringing new customers and members to your financial institution? Tweet at @Bankingdotcom or let us know in the comments below.

Think your FI deserves special recognition? Send information to info@banking2020.com.

 

Millenniels, Mirth, and Money: Making Gen Y Laugh and Learn Pays for Credit Unions (Part II)

This is the second of a three part series on Gen Y  and credit unions by guest author, Kathy Klotz-Guest. The first post was published last week, and can be read here. The second part of this series discusses using videos, contests and social media. Read more below:

Video: Gen Y consumers watch a lot of online video (research firm ComScore reports the average American viewed over 23 hours of video in the month of December 2011) and, today, a growing number are watching them on mobile devices. Video is your chance to connect with this audience at a human level in ways that traditional media cannot. Based on research I have conducted with more than 100 companies, the most important factor in video success is having a great story that is relevant to your audience. If your video happens to go viral, that’s great. Your goal, however, is to connect with your audience in a meaningful way and prompt them to take some specific call to action.

If computer giant IBM, viewed as stodgy and out of touch just 10 years ago, can change its image and poke fun of itself in the now famous “Art of the Sale” videos, so can credit unions. Video should humanize your brand, not bore people. That’s what collateral is for! There are credit unions creating some innovative and funny videos. One of the best videos to speak about the benefits of credit unions is a spoof of Apple’s celebrated Mac v. PC ads (Bankerspank.com or YouTube). The younger, cool guy represents the credit union, while the stodgy, “stuffed suit” represents the bank.

This video series, a handful in all, works well for a number of reasons. First, it’s a funny parody of well-known commercials. Secondly, it uses elements of “story” and metaphor to make its points, and to connect on a human level. The fact that a Gen Y actor plays the ‘cool’ role of the credit union—the banking equivalent of a Mac—is salient. Thirdly, the video series also educates younger viewers on the important differences between banks and credit unions without trying to sell a particular credit union.

Finally, it upends expectations about the way credit unions are marketed. It’s even okay for your credit union to poke fun at itself and its history (for example, maybe you haven’t always been on the vanguard of technology adoption)—as long as you demonstrate that you have changed and are looking to create better relationships with younger customers. Humor shows humility, and it signals to your audience, “Hey! We get it. We know how we have been perceived, and we’re ready to change.”

Another example of a fun video that shows credit unions with personality is “The Winning Team” by University of Kentucky (UK) Federal Credit Union. It shows a handful of bored Gen Y credit union employees who start an impromptu baseball game in the office. The fun is unexpectedly endorsed by the boss. Besides providing a great laugh, this video did not cost much to produce. Quality content is not the same as quality production. Content trumps production values, according to my research on video storytelling. The potency of the message is an important one: This credit union believes fun and service are all parts of a compatible winning team that serves, and is served by, Gen Y members. This matters, given that the credit union is associated with a university system. It’s a good example of what a lighthearted tone (and a relevant message) without a heavy budget can do. And just as with the Credit Union v. Bank video, this video is short. The ideal video is under two minutes.

Contests: Social media also enables content to be interactive and shared in a way traditional media does not, so take advantage of its participatory elements. People love to create and share their own content. Allowing users to participate by creating their own media (CGM, consumer-generated media) is a way to increase engagement and fun and enable your audience to help tell your story to peers. It’s also a great way to stretch your marketing budget and ensure that content is created by your intended audience with their own needs in mind. Fairfax Credit Union in Virginia launched a video contest for the Gen Y Extreme Checking Account commercial (on YouTube). They invited members of Gen Y to create short 30-second videos about the credit union’s new Gen Y Extreme Checking service.

This effort worked on a number of levels. First, it facilitated awareness and engaged Gen Y members to create content and, in turn, educate their peers about the new “Extreme” service. Secondly, the videos were funny, absurd and odd— an authentic reflection of Gen Y humor created by Gen Y participants. Finally, by inviting members to create their own videos, the credit union expanded its reach without having to create all of its own content. Often, an organization’s best storytellers come from outside its walls. Your engaged fans are your best and most credible referral sources. Just remember to make it fun, encourage creativity and allow them to share their creations on Facebook, YouTube and Twitter.

Stay tuned for the last post in this series!

About Kathy Klotz-Guest: Kathy Klotz-Guest, CEO of Keeping it Human, helps organizations connect with audiences on a human level and get better marketing results. In her 20-year career, she has led successful marketing and communications strategies for high-tech, financial and services firms. A founding fellow for the Society for New Communications Research and comic improviser with the ComedySportz San Jose Rec League, she can be reached at kathy@keepingithuman.com, or via LinkedIn and Twitter.

Millenniels, Mirth, and Money: Making Gen Y Laugh and Learn Pays for Credit Unions (Part I)

This is the first of a three part series on Gen Y by guest author, Kathy Klotz-Guest.

Today’s financial institutions, like other industry sectors, recognize how important it is to reach out to the Generation Y cohort of 18- to 30-year-olds. Traditional, conservative and stuffy marketing approaches do not work with these digital natives—and neither does throwing social media technology or “cool” marketing on top of existing approaches. While Gen Y likes technology, a lot of interaction and great deals, they also want you to embrace fun and humor, and help them achieve their goals. They want you to change the way you do business in order to earn theirs.

One area where credit unions already have an advantage over banks is in developing deeper customer relationships, and social media can facilitate even richer connections. The good news is there are many ways to increase your relevance by using serious technology combined with a not-so-serious tone.

After all, marketing should be fun if you’re doing it right.

Humor me! Social Technology Meets Fun

In its research, Forrester found that Gen Y members value humor—even odd humor—and embrace it in business. They also view banks with a bit more apprehension, as they feel most financial institutions “don’t get them.” Consequently, it takes not only an investment in technology to reach this group; it also requires a commitment to changing the content of your communications. The key is to communicate that your credit union understands what Gen Y values. And humor is a way to build that generational bridge.

That Gen Y values humor is great news: it can help your marketing cut through lots of noise in a crowded market. Additionally, fun as a wrapper for great content adds value. There is no reason great information has to be delivered in a stodgy way. However, fun without a targeted, relevant approach is pandering.

It’s not enough to use mobile technology and web 2.0 platforms. A powerful and credible marketing approach to Gen Y must involve the integration of social technologies, the right messaging and personality, and an engaging, interactive user experience. Social media, like all great customer experiences, is about connecting with people. Otherwise, they would have called it anti-social media!

Work That Humor Muscle

So, how can you integrate humor with technology? First, it is important to understand what fun and humor are and how to make them pay off. Funny is great; yet, just having a fun attitude that makes customers smile is an important step in the right direction.

Here’s the most important point to remember: Humor is about the element of surprise. The question to ask isn’t, “How can we make people laugh?” Trying to be funny is a needlessly high and daunting bar to reach. Thus, the right question to consider is, “How can we surprise our audience?” When expectations are inverted, we are delighted. Here is the great news: because banking hasn’t exactly been known as a “fun factory,” there are many things your credit union can do to upend expectations and change the way you are perceived. Consider integrating fun, humor and technology into the following elements as part of your larger marketing strategy: video, contests, apps and games, and social networks.

Stay tuned the remainder of this series!

About Kathy Klotz-Guest: Kathy Klotz-Guest, CEO of Keeping it Human, helps organizations connect with audiences on a human level and get better marketing results. In her 20-year career, she has led successful marketing and communications strategies for high-tech, financial and services firms. A founding fellow for the Society for New Communications Research and comic improviser with the ComedySportz San Jose Rec League, she can be reached at kathy@keepingithuman.com, or via LinkedIn and Twitter.


 

Video: The Mobile Lifestyle

Intuit Financial Services’ John Flora and Laurie Holmes of Service Credit Union discuss the mobile lifestyle in a video filmed at the BAI Retail Delivery Conference.

How to Attract Gen Y Customers and Members

Many financial institutions are vying for the coveted attention of that elusive generation, Gen Y.  With pressure on the banking giants from younger generations to reduce hidden fees and increase transparency through movements like Occupy Wall Street and Bank Transfer Day, credit unions and smaller community banks are reaping the rewards.

However, some institutions are still unsure how to market their offerings to the younger, tech-savvy generations. Young and Free Indiana recently released a video that addresses concerns of some Gen Y-ers that credit unions may be too local. As Currency Marketing’s president and Creative Director notes in a blog post, “technology, shared branching and ATM networks go a long way to solving this problem, but the biggest hurdle is perception and understanding.”

See how Young and Free Indiana navigates attracting younger members in the video below.

How are you marketing your offerings to a younger audience? Are you helping to educate your community on the national reach of your financial institution? Let us know by tweeting @Bankingdotcom or responding in the comments section below.

Banking Industry Leaders Discuss Findings of Intuit Financial Management Survey

*This blog was originally posted on Bank Marketing Strategy by Jim Marous. Jim is a marketing services leader focused on building strategic solutions for the financial services industry. You can follow him on Twitter @JimMarous or connect on LinkedIn.

In conjunction with the release of Intuit Financial Services’ 4th Annual Financial Management Survey, Banking.com hosted a Twitter Town Hall yesterday, bringing together financial industry leaders to discuss loyalty and channel migration as well as some of the challenges and opportunities facing the banking industry. The following is a recap of the very robust one hour dialogue. (The complete transcript can be found using #IFSsurvey on Twitter)

The Town Hall discussion began around the issue of customer loyalty and the finding that many consumers thought their financial provider was not ‘in touch’ with their needs. Given the events of the past week, where many large banks reversed decisions around the implementation of fees due to highly vocal negative sentiment amplified by social media and credit union trade group support, most participants believed that banks are not leveraging current insight and technology to make better decisions and provide value added service.

Tobin Lee (@Tobin_Lee), Intuit Financial Services spokesperson stated, “It is time for a banker mindset shift; cultivating deeper relationships, more meaningful engagement and stronger advocacy for growth”. Campbell Edlund from EMI (@EMI_mktg4sales) added, “These findings provide a very strong argument for a communications plan around the customer lifecycle”.


The already robust dialogue really took off as the discussion moved to the acceptance and utilization of banking channels (especially mobile and tablet banking). Bradley Leimer (@leimer) from Mechanics Bank in the San Francisco Bay area believed mobile strategy will be the key to future engagement due to the portability and ‘always on’ nature of the device. He also believed that the correlation between mobile banking and smartphone use (41% of respondents owned a smartphone) could indicate a lower engagement with financial technology in general for non-smartphone users.

Edlund added that while there is currently a higher penetration of smartphones than tablets, tablets can not be ignored by banks since Oracle found that tablet ownership is expected to increase significantly in the next year. She also warned that we need to be cautious not to get ahead of the acceptance curve. . . “we always underestimate inertia”. Brett King (@brettking), author of Bank 2.0 and founder of Movenbank went a step further stating that within 3 years all bank websites will need to be built for tablets first. He also believed that branches will continue to diminish in presence and utility (according to the study, 27% of respondents still visit their branch once a month in addition to ATM visits).

Mark Zmarzly (@BankMarketing) did not believe bricks and mortar would completely go away, but definitely felt the relevance of branches will change. “It’s easy to say branches will go away, but is that realistic? They have to evolve, but customers will never let them become 100% irrelevant.” King responded that with the drop in branch transactions, the economics of the branch are not working. I (@jimmarous) illustrated the model of Boeing Employees Credit Union in Seattle, where only 2 of the 40 branch network have tellers, while the installation of multiple ATMs at offices and around the city have an average of 10,000+ transactions each. 94% of the transactions at BECU are done electronically, according to Howie Wu (@howie_wu) from the credit union.

“Relevance is the key to banking for tomorrow,” stated King. “By 2015, mobile will be the #1 day-to-day channel, OLB #2 with the branch network being #5. The challenge for mobile and online will be developing great customer journeys”. King doesn’t believe these journeys exist today and believes the goal should be to have banking so pervasive that it is not tied to a branch, device or website, but is everywhere customers are.

Edlund pointed to the retail industry as a forerunner for what we will see in financial services. “Social and tablets will change the landscape in banking as they have in retailing”, Edlund stated. (During the Twitter Town Hall, there was even a discussion of the integration of TV as a channel for banking). Representatives from EMI in Boston (EMI_mktg4banks) emphasized that we will continue to see a blurring of all channels with social media providing some of the glue for enhanced communication. Gamification and location-based rewards were also seen as a key elements of engagement by Leimer and Edlund.

A conundrum was discussed with regard to the needs of small businesses where checks still prevail and the need for branches. King believed that we will see significant attention paid to mobile payments for businesses in the next couple years, while I added that tablet apps for business are also being developed to respond to the needs of the business community. NFC was also seen as a game changer with regard to the need for branches for small businesses. Bob Williams (@bob_williams) from Harland Clarke believed that, while check usage is definitely dropping, there are much greater efficiencies today than in the past with RDC and other electronic tools.

It was clear from the Intuit research that was just released, the Bank 2020 research released in April, and the discussion during the Twitter Town Hall today that there is significant disruption in the banking industry with regards to channel support and device utilization. The consumer movement to new banking channels is mirroring the movement to more sophisticated devices such as smartphones and tablets. Many consumers are NOT choosing one device or channel over another, but are using multiple devices depending on their personal needs.

Consumer desire for an integrated banking experience without friction will need to be supported by banking organizations in the future. Distribution networks (whether tangible or intangible) will need to support an expanding array of capabilities that may include integration within retail or social sites as opposed to standing alone.

As I stated to the participants of the Twitter Town Hall at the end of today’s discussion, “If banks are not prepared for the channel migration that is already underway, they may experience the impact of ‘Bank Transfer Decade’”.

Note: A summary of the findings of Intuit Financial Services’ 4th Annual Financial Management Survey and recently released related research is available in my previous Bank Marketing Strategy blog post.

If you weren’t able to join us, what are your thoughts around the impact of channel shift away from the branches and towards other media? Will we see the elimination of branches completely? Will another device or technology unseat smartphones and tablets?

Leave us a comment below, or Tweet at the author @JimMarous.

FI Spotlight: Des Moines Police Officers’ Credit Union

Iowa-based Des Moines Police Officers’ CU kicked off its mobile banking offerings by increasing adoption 45 percent in just four months. To increase adoption of the mobile web banking service, DMPOCU held a contest sponsored by Credit Union Service Organization  (CUSO), CU*Answers , and the Xtend CUSO, which gave members a chance to win an Apple iPad for every Mobile Web Banking log-in. DMPOCU CEO Janet Lintin is looking to expand the credit union’s mobile banking capabilities and provides insights for other financial organizations looking to increase mobile banking adoption.

“Focus on people who are already comfortable using electronic delivery, including home banking, bill pay and e-statements, and then leverage those systems to carry your message.”

Des Moines Police Officers’ CU’s (DMPOCU) “Me 247 Mobile Web Banking” gets its mobile-optimized website from CU*Answers . While the mobile web product is free, CU*Answers charges credit unions for “It’s Me 247 SMS Text Banking” and “Mobile App Banking” products.

You can read more about Des Moines Police Officers’ CU’s mobile banking offering here.

How are you helping your members go mobile? Let us know by tweeting @bankingdotcom or adding your thoughts in the comment section below.

FI Spotlight: Veridian Credit Union

Hesitant to adopt mobile banking? One credit union has shown that if you offer it, they will come.

Veridian Credit Union in Waterloo, Iowa introduced mobile banking this past August. The institution already boasted a 153,000 user online banking community, which conducted 1.4 million online transactions in 2010.  In the first five months of mobile banking adoption, the credit union saw 6,000 members using the new service.

Mobile banking isn’t the only service that Veridian offers to give customers a more robust banking experience. Veridian CU’s service organization, The Veridian Group, is hoping to add personal payments to their, and participating credit unions’, roster of services through a person-to-person (P2P) partnership with The Members Group and Dwolla.

Veridian CU

 

 

 

 

 

 

Read the full Credit Union Magazine article here.

Does your financial institution offer mobile banking? If not, what are the biggest issues you foresee with mobile adoption? Let us know in the comments below.

FI Spotlight: Firstmark Credit Union Climbs to the Clouds

Texas based Firstmark Credit Union realizes that “cloud” isn’t just a buzzword. The financial institution recently deployed a Software-as-a-Service solution to assist in the management of web and print communications for the credit union and its 10 branches. Prior to adopting cloud services, Firstmark was using massive spreadsheets for project management, which are cumbersome when being transferred and collaborated on through multiple operating systems.

Todd Lanier, Firstmark’s web communications manager, stated in a Credit Union Times article that the cloud computing service has “already yielded useful, actionable information. We were able to see that members were most interested in getting into their accounts to perform a transaction and weren’t very interested in other stuff, so we’ve streamlined things in that regard.”

Read the full article here.

Do you see your financial institution using cloud computing solutions in the near future? Do you already? Let us know in the comments below.

The New Financial Social Network: B2B Synergy Links the ePayments Industry

Members of the financial services industry constantly strive to adapt to new technologies, procedures and systems.  In a world of new media and banking 2.0, sites like Banking.com and the new social site B2Bsynergy.org powered by The Payments Authority aim to spark conversations and keep financial leaders connected.

B2B Synergy provides another community for credit unions, bankers, vendors and merchants to congregate through message boards, community discussions, white papers, case studies and other educational material to discuss the electronic payments industry.

Amy Smith, President and CEO of The Payments Authority believes B2B Synergy to be the first social network dedicated solely to payments and financial services.  She states in a Bank Systems & Technology article,

“It’s amazing to see other people from other institutions — banks and credit unions, credit unions and community banks — all weighing in and sharing best practices.”

Read the full Bank Systems & Technology post here.

Are you already a B2B Synergy user? How do you see social networking sites benefitting your business? Let us know in the comments below.