Laura Eblen is a 34-year-old Branch Manager with Central Missouri Community Credit Union ($81M) in Warrensburg, Missouri, USA.
Synopsis: My Challenge: To explore what it takes to retain existing membership and boost member confidence.
Over the last 10 years, Central Missouri Community Credit Union has been experiencing higher than peer average membership growth. In 2012, we will be breaking ground for a new main branch facility and we are anticipating a burst of new member growth.
However, growth doesn’t always need to come from new members. We need to examine why existing members are continuing to stay with the credit union, as well as why they are choosing to leave. What is it that makes CMCCU special to the local community? What changes need to be made to ensure our continuing member confidence?
On average, credit unions lose almost 8% of their membership. Come join me as I discover not only why members are choosing to switch, but what it takes to keep our members confident in using the credit union system.
I’m going to be getting down to the nitty-gritty operations, have tough conversations with past members, and hopefully enjoy a few laughs along the way. By the end of the year I hope to have a plan in place that will boost current retention rates and add benefit to the member experience not just for CMCCU, but for your CU as well.
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