BUFFALO, N.Y.-Finding ways to attract "replacement members" should be a key strategic planning concern for 2013.
"Many, many, many credit unions we talk to are concerned with the overall subject of 'replacement members,' and that means the younger generation," said Jerry Verdi, VP of market intelligence at Diebold. "That means all the self-service, untethered financial service options are going to be awfully important for them. We know mobile and online will continue to be high, high priority for these guys, (as will be) remote deposit capture."
Verdi noted that the adoption curve for mobile usage is still organic-members can only use those services if they have a smart phone or tablet device-but also believes CU members adopt such technologies faster than bank customers.
"Credit unions see their branches as more of an education center than banks do, and I think that's a key thing," he said, urging CUs to make members "understand the convenience and value of all of these extra services."
He offered the example that in many cases receipts are now available digitally, saving the institution time and money.