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Research Reports

Research is our middle name. Dig in! Our library holds 25 years of research with the goal of identifying what comes next for credit unions and financial consumers.

Leeflet: Reducing Costs and Enhancing Marketing Through Electronic Brochures

Leeflet: Reducing Costs and Enhancing Marketing Through Electronic Brochures

Marketing has always been a challenge for small to mid-size credit unions. Cost of compliance and other noninterest expenses consume resources that could be dedicated todeveloping in house IT solutions. The average credit union can spend $50,000/year on paper brochures. Originally a Filene i3 idea and tested at Smart Financial, Financial Center FCU,...

Banking on Healthcare: The Credit Union Business Opportunity

Banking on Healthcare: The Credit Union Business Opportunity

As credit unions struggle to increase interest and noninterest income, they look wistfully at industries like healthcare, where revenue growth continues apace. America spends about 17% of GDP on healthcare, a percentage that has grown from about 14% in 2000 and 7% in 1970. The industry-wide move to electronic health records (EHRs) means that credit unions...

Choosing Relevance: How Credit Unions Can Harness Transparency and Show Impact

Choosing Relevance: How Credit Unions Can Harness Transparency and Show Impact

As the credit union system completes its first century, technology raises new opportunities and new threats. Competition for financial services is intense. Institutional transparency and transactional fairness are required to meet post-2008 financial crisis and Great Recession member, regulator, and media demands. A three-year study of 10,000 young adults showed that all four of the leading...

The Gen Y Imperative: Six Lessons for Australian Mutuals

The Gen Y Imperative: Six Lessons for Australian Mutuals

As the baby boomers (born between 1946 and 1964) have moved through each decade of their lives, they’ve shaped the economic, political, and social landscape. As the boomers’ Gen Y children (born somewhere between 1980 and the mid-1990s) continue their own world-shaping journey, marketers are well aware that they “ain’t seen nothing yet” in...

Developing and Executing a Clear Value Proposition: Six Credit Union Case Studies

Developing and Executing a Clear Value Proposition: Six Credit Union Case Studies

Establishing a unique value proposition for your credit union is only half the battle. Delivering on this value proposition will require a well-defined execution strategy year in and year out.  As part of a joint research series, the Filene Research Institute and Credit Union Central of Canada decided to identify examples of credit unions with clear value propositions. We set...

Women in Leadership Colloquium

Women in Leadership Colloquium

Women have always played an important role in financial services, and they are taking on more and more leadership roles every year. However, gender inequality in the American workplace still exists and poses a significant challenge for women who are looking to ascend professionally. So much more can be done for women to feel...

Optimizing Delivery Channels Tool

Optimizing Delivery Channels Tool

At Filene’s Optimizing Channels for Superior Member Service Workshop this past spring, Filene Research Fellow and Harvard Business School Professor Dennis Campbell focused on the importance of service excellence across physical, online, and mobile channels. Being able to deliver quality service is the key to driving exceptional member satisfaction over...

A Road Map for Worldwide Financial Services Innovation

A Road Map for Worldwide Financial Services Innovation

Is it possible for innovation in the financial services sector to create positive results for the "little guy?" Or is financial services innovation, by its very nature, just about creating profits? Cooperative financial institutions are mandated to put people before profits, so they must apply the filter of increased member...

Retail’s Digital Renaissance: Cross-Industry Insights

Retail’s Digital Renaissance: Cross-Industry Insights

The digital revolution has upended the retail industry. Due to the increasing popularity of smart phones and tablets, consumers have gradually modified thier consumption habits. Online and mobile shopping are changing the role of the physical store to accommodate consumers demanding a seamless experience whether they’re shopping in a store...

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