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09/02/2009

Thing 2 of 30: develop an iPhone app

By Tim McAlpine

September is 30 things I would implement or consider implementing at my credit union if I was a credit union leader.

Thing 2: develop an iPhone app

There is a lot of talk about mobile banking these days, but very little action by most credit unions on the subject.

With tens of  millions of iPhones and iPod Touches in consumers' hands and a  seamless way to download and install apps through the iTunes App Store, the iPhone platform represents a unique opportunity to create a mobile application that could actually get used by your members.

Before you say, "We can't do that!" The development platform and options range from the simple to the complex. It could be as simple as TDECU's CULoc8, branch and ATM finder or as complex as USAA's iPhone remote deposit capture application. If you don't have internal developers, consider partnering with a credit union that already has an iPhone app that they may be willing to license to your credit union or look for a small independent iPhone app developer. You could even consider looking overseas to India for an inexpensive way to get it done.

My point is, don't wait around for your core banking system provider to come up with a solution. Develop something useful now and then let every member know about it, teach them how to use it and also get the word out in your marketplace that you have an iPhone app.

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06/03/2008

Special announcement: Is your credit union Young & Free? It can be

By Tim McAlpine

If you have been reading our blog for any length of time, you will have certainly heard about Young & Free! It is an integrated marketing program that combines a microsite, social media and traditional marketing all centered around a Generation Y spokesperson search in conjunction with the launch of a youth-specific banking product.

Since launching the program last Fall with our founding partner, Alberta's Common Wealth Credit Union, it has exceeded all sales, marketing and PR goals in the ensuing eight months. There are now more than 1,900 Young & Free Checking Account holders in a credit union of just 52,000 members.

After months of planning including legal, trademark and licensing details, I am excited to announce that the Young & Free program is now available to credit unions throughout North America.

How will it work?

One credit union in each US state and Canadian province will follow in Common Wealth's foot steps. We will help these courageous organizations launch this exciting youth-centered program in their marketplace. And in states and provinces where no single credit union is able to take on the program, we will offer an exclusive license to a league or a small group of non-competing credit unions. Banks cannot participate.

Why go beyond Alberta?

It goes right to our purpose as a company. Simply put, it is our purpose to help credit unions deepen their relationships with members and persuade bank customers to become credit union members.

Credit unions desparately need to engage and attract young people. Young & Free is doing just that for Common Wealth Credit Union. We can imagine a day when the Young & Free program has helped credit unions add tens of thousands of members to the credit union movement.

But isn't there only one Larissa?

Larissa Walkiw is the 2008 Y&F Alberta Spokesperson and she is doing a phenominal job at creating content and connecting with young people in Northern Alberta. Click here to view some of her exceptional video work.

Larissa is definitely one of kind. She is a wonderful multi-talented young woman. However, we believe that Generation Y is filled with extremely talented young people that are capable of excelling in their own way. Young & Free is a platform that gives young people the freedom and support to be the voice of their generation in their own region and in their own words and style.

I have to agree with Ron Shevlin's reaction to Larissa's The Difference Between Banks and Credit Unions - Part 1, "Every CU marketer in North America should be looking at this video and yelling at their agency 'Find me a Larissa!'"

Can you imagine the collective creative output and meaningful dialogue that all of these Young & Free Spokespeople will generate? It will be amazing!

Thanks for being a part of Young & Free from the get go

I want to personally thank everyone in the credit union blog-o-sphere. The encouragement and attention that has been given to Young & Free is overwhelming.

I must also thank Jeff Mulligan and the leadership team from Common Wealth Credit Union. Through their vision, courage and selflessness, we are able to roll out this exciting program beyond the Alberta borders. Now that's the cooperative spirit that I love credit unions for!

What are the steps to get involved? 

I encourage you to explore these links to determine if this initiative is right for your credit union.

+ Click here for an official press release
+ Click here for an 8.5 x 11 info sheet
+ Click here to see if your credit union is a fit

I am so excited to see this next chapter unfold! We already have a number of confirmed partners—will your credit union be next?


 

02/13/2008

P2P lending in Canada, eh? IOU Central launches.

By Tim McAlpine

Much like William Azaroff, I have been looking longingly South of the border at all of the new peer-to-peer lending services that Canadians can't utilize. Well, I can now personally test the Canadian P2P waters with a new service that launched in Canada this week—IOU Central.

I immediately setup an account, linked it to my credit union account and I am in the lending business. The setup process was dead easy, while still offering a number of security layers including e-mail verification and bank account verification.

It felt a little odd to offer up my social security number and my bank account number to a brand new entity that I only learned about hours ago. This will be the hardest thing for most people to get over.

I have only looked at the lending side of things so far. There are about a dozen people looking for loans—everything from debt consolidation to new appliances to funding a short film. The interface is clean and simple and you can easily finance a portion of someone's loan. I am looking forward to experimenting.

It's too bad that this didn't launch with a credit union affiliation like ZOPA did in the US. If it did have a credit union affiliation, I would feel more like I just setup "Tim's Credit Union" rather than the "Bank of Tim."

I was amazed at how fast I was able to setup my account and the fact that I did not need to leave my chair to do so. Credit union leaders need to take note and take action while the bankers stick to denial.


 

02/05/2008

This P2P song sounds so familiar.

By Tim McAlpine

My credit union and banking RSS feeds are full of peer-to-peer lending articles. It is early days and everyone is sussing out where P2P lending fits into the financial services landscape. If this topic is new to you, here's a Wikipedia definition:

Person-to-person lending or peer-to-peer lending is lending done between individuals circumventing the bank's traditional role in this process.

Community lending had the advantage that people's interpersonal relationships fostered increased fiscal responsibility. The risk was that without the benefit of diversification, when something went awry the entire community could suffer.

Lending through banks has benefited from scale and diversity. By pooling the available money supply and lending it out again, the impact of any one default would be trivial in light of the timely payment of the vast majority of the notes. The downside to this model is that it has introduced greater transaction overhead and removed community loyalty from the equation.

New ventures are seeking to blend traditional practices with new scale economies via online marketplaces. The marketplace serves many functions. Most notably it facilitates bringing borrowers and lenders together. Furthermore, it simplifies what might otherwise be a cumbersome process to properly document and service the resulting loans.

It is hoped not only that these new markets will be more efficient by removing the bank as middleman, but that factors leading to default can be mitigated by reintroducing a social component to the mix.

 

I have been following a number of P2P discussions with great interest. Between the arrival of Zopa in six US credit unions, the growing number of P2P players entering the North American lending space and the disingenous marketing tactics of some of these players, there is a forboding feeling that P2P lending is not a flash in the pan.

How does P2P lending affect your credit union? I believe it will have a huge impact in the not-too-distant future. You need to understand it and develop strategies to embrace it. It should not be ignored.

This feels like déjà vu. The emergence of P2P lending is eerily reminiscent of the early peer-to-peer music sharing days. Out of nowhere, a very young Shawn Fanning introduced Napster and the recording industry was changed forever.

Replace the young Shawn Fanning with the older, wiser and richer, Richard Branson, replace music with money and replace illegal with above board and you get the picture of the potential impact that P2P lending will have in the financial services world.

The music industry's answer was to use the law to take down Napster, use digital rights management to throttle the inevitable tidal wave of file sharing and litigate against the common man in hopes of striking fear into the general public.

This took the music industry's eye off the ball as legitimate players like Apple's iTunes, Rhapsody, eMusic and Amazon swept in to fill the void. The ultimate victor in this bloodbath is the consumer with ease of use and instantly available legitimate access to music. Mega record stores are soon to be a thing of the past.

What can we learn from this parallel musical universe? Where will your credit union be after the P2P lending music gets cranked up to 10?


 

02/01/2008

CU Branding 101: Simplicity, single-mindedness and local relevance.

By Tim McAlpine

Shifting gears from the January Blogging and Social Media Lovefest™ that our CU Brand Blog turned into, I am back to talking about branding and marketing. That should make more than a few people happy.

 

British Columbia's Coast Capital Savings has just launched a new coordinated campaign to kick off year three of its Free Chequing, Free Debit and More Account. Coast Capital launched the first free chequing account in Canada in 2005. Interestly, only a couple of Canadian financial institutions have followed suit since.

In two short years, Coast Capital has grown by 44,500 members (this is not a typo). With a spot-on, locally relevant brand position, a game-changing product and an ad agency who pushes them to the edge, Coast Capital has all of its competitors shaking in their boots.

Coast Capital has a simple recipe for success. The smart marketing folks discovered what was missing from the marketplace, filled the hole with a highly relevant and attractive solution and, finally, promoted the solution consistently over time with tremendous creativity and attitude. People love or hate Coast Capital's advertising—which is preciously the point.

Pretty darn impressive to watch from the sidelines. Kudos to all involved.


 

01/21/2008

Statistically, your credit union won't start a blog for the love. How about the money?

By Tim McAlpine

Blogging by the numbers

It is estimated that there are more than 150 million active blogs worldwide. Technorati, a free blog ranking and aggregation service, reports that over 75,000 new blogs are started each day. Technorati tracks about 1.2 million new blog posts each day which equates to about 50,000 new blog posts per hour.

We can officially say, this blogging thing is not a fad.

Blogging and credit unions

I believe that credit unions should have a social media strategy and if they have something worthwhile to say, credit unions should be blogging. As community-based, member-owned organizations, credit unions are in a unique position to have open conversations that matter. There is a real opportunity to form deeper relationships with members and potential members.

Apparently the Canadian credit union system does not yet agree with me. In Canada, less than 1% of the 500+ credit unions are blogging. These are the only active blogs that I can find:

The US credit union system has a similar opinion on the subject. In the United States, less than 0.2% of the 8,000+ credit unions are blogging. Here is the list from the comprehensive Open Source CU blogroll.

I am sure I have missed a few, but you get the point—very few credit unions are blogging. Both the Canadian pioneer in the credit union social media space, William Azaroff from Vancity and his US counterpart, Shari Storm from Verity, regularly speak to large groups on the subject of credit unions, social media and blogging.

William and Shari are very quick to point out that blogging has been transformative for their credit unions. Ironically, both of them are in New York this week at the Net.Fin@nce conference educating a group of bankers on the power of blogging!

So why aren't more credit unions blogging?

Blogging for the love

It can't be the newness. At 150 million blogs and growing, blogging has clearly crossed the niche line.

It can't be the barriers to entry. You can pop over to CU blogs, WordPress, Typepad or Blogger right now and be up and running immediately. For free or nearly free. Yes, you will need a champion and content, but I bet there are a number of eager employees in your midst.

It could be the fear of the unknown. What will we say? What if no one subscribes or visits? What if no one comments? What if someone is critical? What happens if it peters out?

Most likely, it is the difficulty to prove return on investment that has stopped most credit unions from entering the blog-o-sphere. The commenters on my guest post on Open Source CU seem to think so.

Blogging for the money

What if your credit union could actually acquire new members and sell products and services by blogging?

There is an unwritten rule that social media shouldn't be used to sell. The experts warn that people will see right through your pitch. Blogging is for connecting. Blogging is for building your reputation. Blogging is not for hawking your wares.

Hogwash. A blog can be the centre-piece of your credit union's marketing and communications initiatives. Through blogging, your credit union can conversationally discuss new products and services and create meaningful relationships at the same time.

Of the credit union blogs listed above, only two have an obvious product marketing focus—Carolina Postal Credit Union's I Love My Hoopty blog and Common Wealth Credit Union's Young & Free Alberta blog. I don't know about the results of the Hoopty campaign, but I do know that the Young & Free initiative has been wildly successful at both connecting and selling.

When I first started blogging, I questioned the value for credit unions. As a marketer through and through, I looked at this altruistic medium and wondered if there was an opportunity to combine communication with sales.

There is.

I'll bet there would be a lot more credit unions blogging if the leadership and marketing department understood how they could use this new medium to better connect with members and to sell more products and services.

The alternative is to bury your head in the sand and send out yet another direct mail piece that yields a 1% response rate.

Am I wrong or am I right?


 

12/27/2007

CU Branding 101: Could your credit union cause a freakout?

By Tim McAlpine

In our CU Branding 101 series, I have expressed my opinion that credit unions are undifferentiated. To add to the confusion, there are actually three levels of undifferentiated consumer-facing credit union brands you as a credit union marketer have to deal with!

  1. The category: The credit union movement brand
  2. The organization: Your credit union brand
  3. The offer: Your product and service brands

Let's look at the impact that each level has on your credit union.

The credit union movement brand

After more than a century there is still a lot of misunderstanding about what a credit union is, what makes a credit union different and why that difference matters.

When we ask the general public to describe what a credit union is, we get responses that range from a shrug to credit unions are like banks, only smaller. A small percentage of folks will indicate one or two of the following: cooperative, member owned, involved in the community, great service, local decision making, friendly people, not-for-profit, too small, employer sponsored, exclusive and less sophisticated than banks.

To those that do understand what a credit union is, the credit union movement brand does have an impact on your credit union brand. The credit union movement brand creates a pre-disposition to be open to or closed to what your credit union has to offer. That is it. Nothing more, nothing less.

Your credit union brand

If most people don't understand what makes a credit union different from a bank, even less people understand what makes your credit union different from another credit union down the street.

In a competitive environment, your credit union not only needs to be perceived as different than the banks, it also has to be different from other credit unions in your marketplace. The little known category differentiators go out the window when folks are asked to identify what the difference is between competing credit unions.

Your product and service brands

And finally, if people don't understand what makes a credit union different from a bank and what makes your credit union different from the credit union down the street, then they really don't understand what makes your credit union's products and services different from everyone else's.

That's because credit union product and services aren't significantly different. This is why the financial services industry has been reduced to a commodity where most decisions are based solely on price.

With so little understanding, at what level should credit unions invest in brand building and marketing?

  1. The category. Should we promote the credit union movement brand? No. Let's skip category differentiation. The credit union difference just isn't different enough to throw millions of dollars at. After 100 years, either people get the difference or they don't.
     
    In the US, there is a heated debate going on about whether to mount a national credit union brand awareness campaign. Here is a link to a CUNA Marketing and Business Development white paper on the subject and a great post and comment string on Open Source CU to give you more background.
     
    Judging by provincial and state credit union promotions, credit unions can't decide on one compelling difference to promote consistently. There is no 'Got Milk' campaign waiting to be discovered. And to be frank, promoting nationwide ATM access doesn't exactly excite the masses.
     
    Again, remember that the only thing that branding and marketing at the category level is capable of is create a pre-disposition for against considering a credit union. Almost no sales or membership growth will come out of marketing and branding activity at the category level.
     
  2. The organization. Should you promote your credit union brand? Yes, you should discover and articulate your credit union brand internally and live and breathe your brand externally. Every employee and member needs to know what makes your credit union special.
     
    No, you should not mount a brand awareness campaign to promote your difference. Brand-only advertising for a credit union is a waste of money. Again, almost no sales or membership growth will come out of marketing and branding activity at the organization level.
     
  3. The offer. Should you promote your products and services? Yes, but only after you have defined a unique brand strategy and everyone in your organization understands what makes your credit union different from every other competing bank and credit union in your marketplace.
     
    This is the time to create unique and desirable products and services that support your brand and that fill a hole in your marketplace. Only through a complete market analysis and brand strategy process can real product innovation emerge.
     
    The offer is where the rubber meets the road. In our experience, the greatest benefits come from promoting a highly differentiated product or service. In doing so, you are promoting the offer and your organization—the two brand levels which matter most to your credit union. Sales and membership growth happen when you invest in marketing and branding activity at the offer level.

A real world example to prove my point

When we ask credit union marketers to list brands that matter, Apple is always included in the list. Think about this. Apple does not promote the category or the organization, Apple promotes its offers: the Mac, iPod, iPhone, Apple TV, iTunes, iLife, Mac OSX and Final Cut Pro to name a few. Through product innovation and consumers' experience with Apple's products (the offer), the Apple brand is built and propelled forward. The offer is where the money is made and the brand is built.

Back to the title of the post: Could your credit union cause a freakout?

Below is a video that is part of a new Burger King promotion, "The Whopper Freakout."

  1. The category: Fast food
  2. The organization: Burger King
  3. The offer: The Whopper

Watch this video and then ask yourself, does your credit union have an offer on its menu that members are so passionate about that, if removed, would cause a massive freakout? Does your credit union have the equivalent of a Burger King Whopper?

Boy, that was a long post to prove a simple point. Offer great products and services and the rest will take care of itself.


 

06/11/2007

Currency Marketing is CUCKOO for credit unions.

By Tim McAlpine

For the past few weeks we have had a banner at the bottom of our blog that read, "Has Currency gone cuckoo?" Well, we are ready to let you in on our big secret. We are delighted to announce that our latest concept has hatched. What is it you ask? Cuckoo! Amazing stock campaigns for credit unions.

Cuckoo is our way of giving smaller credit unions the tools they need to take a bite out of the big banks!

We found ourselves with requests for campaigns from credit unions across the continent. Many of the credit unions were of a smaller scale and found that their budget couldn’t support a customized campaign. Yet they still wanted creative, captivating and engaging marketing. From this Cuckoo was born.

Cuckoo is our way of giving smaller credit unions the tools they need to take a bite out of the big banks!

After a year in the nest our bird is ready to take flight. We are so excited about the launch of Cuckoo and we hope you will be too. Click here to check out our new site. We'd love to hear what you think.

We held a preview at a special party in Banff at the MACU Spring Conference on Thursday night. Here is a video of our road trip. It was a blast. Don't worry, we have kept all of the footage PG!

Are we cuckoo? Absolutely.

P.S. I am very proud of our team. Everyone has had a hand in bringing Cuckoo to life including Andrew, Bhu, Bob, Bobby, Caleb, Cheryl, Eryn, Irene, Jenn, Julie, Kevin, Kristen, Michael, Nala, Nicole, Peter, Sharon and Trish. I must also give a special thanks to Michelle, who has quarterbacked this project and pushed and pushed to make it better.

Thank you to everyone who has reviewed the concept and provided valuable input (you know who you are). Also to my family, Jan, Aidan and Elise who have had to put up with looking at me over the back of my laptop screen on many an evening for the past few months!

It is very exciting to see it get off the ground in such fine fashion. Many hours have been spent and the end product is awesome. Thanks everyone! 


 

05/31/2007

CUETS to be acquired by MBNA (a.k.a. Bank of America). Is this good for the credit union movement?

By Tim McAlpine

I have intentionally stayed clear of controversial topics on my blog posts, rather opting for light-hearted observations about credit union marketing and branding. I figure there are enough pundits proclaiming that mergers and acquisitions are the only way forward and that bigger is the only answer. But I had to pipe up about this one. I was doing my regular credit union site rounds when I stumbled upon this news release posted on Credit Union Central of Canada's website. It took me a moment to process what was actually happening here. Here is an excerpt from the release...

MBNA Canada Bank has reached an agreement to acquire CUETS, the largest MasterCard credit card issuer for credit unions in Canada. The acquisition significantly increases the size and capabilities of MBNA Canada Bank, a subsidiary of Bank of America.

I was struck with sudden realization that I now have two Bank of America credit cards in my wallet mascarading as Canadian credit union MasterCards. Is this the right thing to do? Doesn't this go against every fibre of the Canadian credit union movement? Am I just naive? The release continues...

...the sale is a strategic move that is in the best interest of CUETS, its credit union clients and their members. CUETS and its clients will now have the opportunity to incorporate the MBNA products, service and marketing strategies to achieve even greater results with their programs...

Yikes, how is this in our best interest? I thought a strong independent, non-US-bank-owned credit union system was in our best interest? If I wanted a bank Visa or MasterCard, I would get one. I choose to support the credit union system because I believe in it.

What do you think?

(I must confess, I borrowed the idea for a poll from Trey at Open Source CU. I think it really adds some interest to blogs. Thanks for the idea Trey.)

Vote 4 Tim Update. The campaign was a success! I received word Wednesday on our blog that I have been chosen to speak at the Forum Solutions/Trabian Partnership Symposium. It has been a blast putting my neck out there on YouTube. The reception has been phenominal. I encourage everyone to consider attending this conference—there is a great speaker and topic line up. Thanks again for all the positive feedback. The credit union social network is awesome!


 

05/29/2007

Does your credit union have an iPod in its arsenal?

By Tim McAlpine

There are two seemingly unrelated things that I am obsessed with—credit unions and Apple. If you have been reading this blog, you probably already know these factoids about me. Here is a post that I made in March on why credit unions and Macs are so similar.

So, here is another attempt to mix my two favourite subjects. As the title reads, "Does your credit union have an iPod in its arsenal?"

And by that, I mean does your credit union have something so special, so desirable, that people are inexplicably drawn to it? Something that sparks interest on both an emotional and a logical basis? An "I got to have that now" somethingeruther? A Trojan horse that opens the door to untold share of wallet? An actual profitable product or service that is not a lost leader, but is a bonified draw to the credit union.

If you answered "yes," I applaud your credit union. If you answered "no", I applaud your honesty. And honestly, I haven't seen too many credit unions with an iPod in their back pocket.

Credit unions spend a lot of time playing catch up with the banks. This is kind of like Microsoft and its ill-fated Zune media player introduced five years too late to take on the 100 million-selling iPod. We need to stop concentrating on adding products and services that make our credit unions only just as good as banks. Let's look at real innovation that leaps ahead. Or better yet, leaps sideways into unchartered territory. 

A lot has been said about Apple's founder and CEO, Steve Jobs. Love him or hate him, he has reinvented Apple and piloted the corporation in its meteoric rise to new heights. Since returning as CEO to a rudderless Apple a decade ago, Steve has focused Apple on innovation, usability, design and product excellence. And with revolutionary products like the iPod and the iMac, Apple is achieving mainstream success and still keeping its street cred with hardcore users (wow, do I ever sound like a fanboy). This is the carrot that Apple has been in search of for the past 30 years in this Microsoft-dominated world.

Ironically, as I write this, my wife is watching Oprah's Favourite Summer Things show (no comments please) and the first thing Oprah gave to the crowd was a new pink iPod Nano. The crowd is just screaming at the top of their lungs.

Now, if only we could make credit unions this cool!

Vote 4 Tim Update. Things have really heated up in my campaign to secure a speaking gig at the Forum Solutions/Trabian Partnership Symposium. Since my last campaign post, I have become an unwitting Web celeb. My Youtube video audition was featured on Open Source CU and a fan video, produced by Denise Wymore, has appeared as a link on Doug True's blog. However, the judges still haven't made their final decision. Let's not give up the charge! I can almost taste it. I can't take the sleepless nights. And trust me, I am not good enough to resort to juggling chainsaws!


 

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19 | Larissa Walkiw
18 | Eric Dillon
17 | Christopher Morris
16 | Jeffry Pilcher
15 | Jump the Shark
14 | Trey Reeme
13 | James Anderson
12 | Bryan Sims
11 | Shari Storm
10 | Denise Wymore
09 | Morriss Partee
08 | Matt Davis
07 | Tom Webb
06 | Ginny Brady
05 | Doug True
04 | CU Skeptic
03 | William Azaroff
02 | Wayne McKay
01 | Gene Blishen

CUES Experience Podcast
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04 | Ron Shevlin
03 | Arkadi Kuhlman
02 | Conference highlights
01 | Steve Williams

SPEAKING

Community Credit Union & Growth Conference
Boston, Massachusetts
10-08-2010
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HOW MYOB Conference
10-13-2010
New York, NY
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CU Water Cooler Symposium
10-28-2010
Fishers, Indiana
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Interested in having Tim McAlpine speak at your next credit union event?
+ Tim's profile (PDF)
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