• Service-Centered Growth: How Member Experience Drives Loyalty

  • 2024/07/15
  • 再生時間: 24 分
  • ポッドキャスト

Service-Centered Growth: How Member Experience Drives Loyalty

  • サマリー

  • On this episode, host Vince Passione is joined by Dave Ledwell, SVP, Consumer and Business Lending at Navy Federal Credit Union–the world’s largest credit union. The discussion covers all things auto-lending, the opportunities and risks facing fintech, and how credit unions can thrive in both areas by focusing on outstanding member service.


    Key takeaways:

    2:24 - How member service–proactive, clear communication, and efficient support–can be the bedrock of credit union growth and member loyalty.


    4:33 - Excellent member service leads to trust which, at scale, can provide a credit union with a competitive advantage against traditional direct lenders, particularly in the auto-lending space.


    7:28 - The strategic decision behind growing auto-lending during the Covid pandemic.


    10:36 - How credit unions can protect members’ financial wellness when faced with negative equity loans.


    14:01 - Strategies for navigating the turbulent electric vehicle (EV) market and what it means for auto-lending in the credit union space.


    18:19 - The short- and long-term implications of embedded finance on the credit union system, and financial institutions can remain relevant in a transactional ecosystem.


    21:43 - Members don’t care about the size of a credit union; they care about the service and value they receive.



    Resources Mentioned:

    https://www.navyfederal.org/ Navy Federal Credit Union

    https://us.dealertrack.com/ Dealertrack


    Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.


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あらすじ・解説

On this episode, host Vince Passione is joined by Dave Ledwell, SVP, Consumer and Business Lending at Navy Federal Credit Union–the world’s largest credit union. The discussion covers all things auto-lending, the opportunities and risks facing fintech, and how credit unions can thrive in both areas by focusing on outstanding member service.


Key takeaways:

2:24 - How member service–proactive, clear communication, and efficient support–can be the bedrock of credit union growth and member loyalty.


4:33 - Excellent member service leads to trust which, at scale, can provide a credit union with a competitive advantage against traditional direct lenders, particularly in the auto-lending space.


7:28 - The strategic decision behind growing auto-lending during the Covid pandemic.


10:36 - How credit unions can protect members’ financial wellness when faced with negative equity loans.


14:01 - Strategies for navigating the turbulent electric vehicle (EV) market and what it means for auto-lending in the credit union space.


18:19 - The short- and long-term implications of embedded finance on the credit union system, and financial institutions can remain relevant in a transactional ecosystem.


21:43 - Members don’t care about the size of a credit union; they care about the service and value they receive.



Resources Mentioned:

https://www.navyfederal.org/ Navy Federal Credit Union

https://us.dealertrack.com/ Dealertrack


Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.


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