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Author: Frank

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Simple analytics to improve service to members during the COVID-19 crisis

Posted on June 15, 2020June 15, 2020 by Frank
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By Frank Koechlein for the CUInsight The speed and depth of the current COVID-19 pandemic has created a once in a lifetime challenge for many credit unions. The member marketing and service strategies in place at the beginning of the year have become obsolete in a matter of weeks. How are you navigating your credit union through this turbulent time?  One tool that has proven useful is a simple topline segmentation analysis of your member […]

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Is your ad agency equipped for data driven marketing?

Posted on January 24, 2020February 26, 2020 by Frank
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By Frank Koechlein, for the CUInsight Our credit union clients with member databases have discovered many of the unintended consequences data-driven decision making has on their senior team, organizational responsibilities and business partners.   Using member data as opposed to intuition or antidotal information begins to change the decision making process supporting many CU activities such as; strategic planning, product/service design, service distribution channels, sales and direct marketing campaigns to cross-sell members and to acquire new […]

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5 critical components of an effective member engagement strategy

Posted on November 14, 2019February 26, 2020 by Frank
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By Frank Koechlein for the CUInsight.    It’s that time of year when you are no doubt finalizing your marketing strategy for 2020 and establishing member growth goals.  Member growth goals are the net result of new members acquired and members lost over the year through attrition.  If you currently don’t have a formal member engagement program, establishing one in 2020 could have a more substantial impact on your member growth than acquisition marketing. Why […]

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If You Don’t Know Where You’re Going You’ll End Up Somewhere Else

Posted on September 17, 2019September 17, 2019 by Frank
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By Frank Koechlein for the CUInsight This is one of my favorite Yogi Berra quotes and I have always thought it would be fun to use it in a strategic planning discussion.  So if you consider this a part of your summertime reading list we can have some fun with what is normally a serious business topic. This quote by Yogi seems to illustrate the strategic challenge credit unions face as they begin to use […]

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The Power of CX in Determining Primary Financial Institution Status

Posted on June 1, 2019September 17, 2019 by Frank
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By Frank Koechlein, President of Empower Your Analytics and Sarah Snell Cooke, Principal at Cooke Consulting Solutions for the Financial Brand Driven by the principles of asset-liability management, too many traditional financial institutions allow marketing and the customer experience to suffer. Their goal should be customer loyalty, and a combination of data, personalization and marketing are key to CX success. Consumers typically spread their accounts over multiple banks and credit unions. Depending on the research you pick, consumers on average […]

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Data Drives Transformation to Selling People Not Products

Posted on February 25, 2019February 25, 2019 by Frank
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By Frank Koechlein, February 25, 2019 For many smaller credit unions using their member data to create a meaningful segmentation scheme helps drive the transformation to selling people not products. Managing the assets and liabilities of your credit union in order to maximize revenue has typically come down to matching the right lending and funding products.  Financially this makes sense, however,  this product focused thinking many times gets passed down to the marketing and member […]

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Data is the critical component for improving member experience

Posted on February 25, 2019February 25, 2019 by Frank
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by Frank Koechlein for the CUInsight Credit union leadership clearly understands the business model that has worked in the past is not the formula for success into the future. Yet, community financial institutions are continuing to have a difficult time adopting data analytics into marketing decision making.  This is especially true for smaller institutions. More than 4,000 credit unions (of the total 5,637) are less than $100 million in assets and often lacking in financial […]

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Are smaller credit unions destined for extinction?

Posted on February 2, 2019February 2, 2019 by Frank
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Frank Koechlein, Feb 1, 2019 It seems there is a growing divide between the strong financial performance of larger credit unions versus the continuing poor performance of smaller ones. While the 529 largest credit unions are showing a strong 8% growth year over year, the 1,565 smallest CUs (less than $10 million in assets) saw their losses nearly double in the 4QTR17 to $3.4 million. These smaller CUs represent only 1.2% of total members, but […]

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How to successfully implement data-driven marketing at your credit union

Posted on February 1, 2019February 1, 2019 by Frank
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By Frank Koechlein on Nov. 20, 2018 for the CUInsight As the price of data analytics software continues to decline and the ease of use increases, it’s a good time for credit unions to begin developing strategies that monetize their member data.  While the adoption by smaller institutions still lags behind their larger competitors; it is clearly beginning to pick up. For those credit unions looking to pilot a data project, marketing is the logical […]

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Do you know the value of your member data?

Posted on February 1, 2019February 1, 2019 by Frank
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Bu Frank Koechlein on August 17, 2018 for the CUInsight. When credit unions begin to look at using member data to improve their marketing, there are a wide variety of options to which they can apply their data. As exciting as this is, it is also a little daunting for credit union leadership who aren’t quite sure how to evaluate the value of their member data when applied to marketing.     There are several categories […]

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Is your credit union ready for data-driven marketing?

Posted on August 1, 2018February 1, 2019 by Frank
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The sales of data analytics software is expected to increase to over $17 billion in 2018.  This means you will be getting even more calls and emails with the offer to learn more about a new data analytics product or an improvement to your existing services.  As many credit unions have found out (some too late) there are many moving parts to designing and building an effective marketing analytics function, making evaluating these offers very […]

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Financial Marketers Must Tap Data to Build Digital Cross-Selling Engines

Posted on August 1, 2018February 1, 2019 by Frank
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Consumers appreciate smart application of “usage data” with their music streaming services and online shopping. It’s no different with banking services. In fact, consumers appreciate and expect needs-based selling when it’s on target. Community financial institutions that have lagged in using data analytics but can no longer leave it to the big players. Now is the time to get started. By Frank Koechlein, President of Empower Your Analytics    This article was originally published on July 19, 2018. Financial […]

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Doing the math on data analytics

Posted on June 12, 2018June 12, 2018 by Frank
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by Frank Koechlein for the CUInsight, May 16, 2018  Doing the math on data analytics There are many intangible benefits to gaining greater knowledge of your members.  Knowing your members and understanding their product, service delivery and messaging, helps you to better serve them.  Many marketing and member facing associates see the upside opportunity in using an institution wide platform for collecting, organizing, analyzing and then implementing targeted member marketing campaigns. However, when we have […]

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When did “sales” become a dirty word?

Posted on June 12, 2018June 12, 2018 by Frank
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By Frank Koechlein for the CUInsight, June 11, 2018. When did “sales” become a dirty word? A few days ago while watching TV; I had the opportunity to see the new Wells Fargo commercial.  My guess is this ad is an attempt to help repair the damage to the Wells Fargo brand resulting from their recent retail banking scandal.  The ad in addition to showing a lot of happy and engaged customers stated; “we have […]

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Four Fundamentals of Successful Data-Driven Marketing Campaigns

Posted on April 4, 2018April 4, 2018 by Frank
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By Frank Koechlein for the Financial Brand. Here’s what financial marketers need to do to ensure they realize the value of customer data and maximize the ROI of their marketing campaigns. Earlier this year, a bank marketer and I were discussing their latest direct marketing campaign. Unfortunately the results weren’t as good as had been projected. When I asked what went wrong, the answer was disturbing: “We don’t know.” The campaign in question was a […]

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Is your ad agency equipped for data driven marketing?

Posted on February 20, 2018February 20, 2018 by Frank
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By Frank Koechlein, for CUInsight Our credit union clients with member databases have discovered many of the unintended consequences data-driven decision making has on their senior team, organizational responsibilities and business partners.   Using member data as opposed to intuition or antidotal information begins to change the decision making process supporting many CU activities such as; strategic planning, product/service design, service distribution channels, sales and direct marketing campaigns to cross-sell members and to acquire new members. […]

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