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CU Insight: Three Ways to Create a Relevant Membership Experience for Hispanics; Cornerstone Offers Hispanic Advisory Toolkit
Tuesday, June 3, 2014 6:55 AM

In the May 30 issue of CU Insight, Coopera Consulting’s Anna Peña says there are three ways in which credit unions can create a relevant membership experience for Hispanics, and they include:

  • hold a Hispanic focus group
  • create a Hispanic external advisory group
  • develop inclusive feedback surveys

According to Peña, the objective of focus groups should be to learn specific consumer insights from members whom you could be more inclusive of so that you can better your membership experience for all of the members that you serve today and those you want to reach in the future.

Feedback surveys, she says, are great ways to ensure you know how satisfied your members are with your membership services and the products they are using.

An external advisory group, she explains, is an ongoing feedback mechanism.

The Cornerstone Credit Union League commissioned Iowa-based Coopera Consulting to develop a Hispanic Advisory Toolkit to help credit unions organize and run an advisory group. The toolkit contains group member criteria, group member recruiting talking points, group member questionnaire, sample first meeting agenda, and other “tools” credit unions can use in establishing and operating their advisory group.

A Hispanic Advisory Group can be a valuable tool for credit unions, serving as a sounding board for the credit union on its Hispanic outreach efforts. If established and operated effectively, advisory groups are a tremendous asset to credit unions – offering feedback, insight and guidance on such areas as:

  • Programs, products and services
  • Processes
  • Community outreach
  • Marketing and promotion, etc.

Cornerstone credit unions can access the toolkit in the Outreach section of its web site, at The toolkit is located in the “Helpful Documents” section. Please note that you will need to enter your username and password to access.

If you do not have login credentials for Cornerstone’s web site, please click here and follow the prompts.