Creating an Experience Culture and Entering Student Lending Market Covered in Two New Council White Papers

CUNA Councils
October 24, 2007 | COMMENTS

Credit union professionals can learn how to create an experience culture to better improve member experience and get tips to entering the current student loan market in two new CUNA Council white papers.

“Creating an Experience Culture,” from the CUNA Operations, Sales, and Service (OpSS) Council, examines the new concept of experience culture, along with the different theories and methods to improving member experience. The paper begins by defining experience culture and explaining its importance to members. It also explains many of the basics of experience theory and provides seven factors that encourage the evolution toward an experience culture. Case studies are also included to help credit union staff to interact, discuss, and learn from professionals in other industries who have similar goals in improving the consumer’s experience.

A second new white paper – “The Changing Landscape of Student Lending” from the CUNA Lending Council – looks at the history of the student lending program and then focuses on the landscape and issues of the current program. It defines the three major components of the Federal Student Loan Program and the options that each program offers. It then moves into the growth and changes that have recently occurred in the private loan market, as well as the advantage and use of these loans. Possible Congressional changes to the program are mentioned along with a number of tips to help credit unions enter the student loan market.

CUNA Council members are entitled to complimentary copies of these white papers; non-members may purchase the white papers for a price of $50 per copy.

The papers are available online in the white paper section of each council site - select the “OpSS” tab for the experience culture paper, or the “Lending” tab for the student lending paper.