Credit unions face the challenge of aging memberships, as well as an inability to attract and engage young borrowers or future borrowers, but they need a new game plan if they want to attract Generation Z.
They are young — the generation is defined as those born beginning in 1994. The eldest are turning 21 or soon will. Some say they already make up a quarter of the total population.
"Gen Z, which comprises about one fourth of the U.S. population, is entering adulthood and creating new challenges and opportunities for retail banks of all sizes to acquire them as customers, build their loyalty, and capture a larger share of wallet as they age; however, banks will need to understand what drives satisfaction among this generational group," J.D. Power said in its survey release earlier this year.
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Many credit unions have tried to catch these youngsters early on by creating kids clubs, but they need to make sure they are implementing many of the services Generation Z is asking for – mobile websites, mobile banking and bill pay and live online chat.
"Never having known a world without tech devices, the internet, and social media, Gen Z is the most technologically advanced generation ever — playing on smart phones, shopping online and using Snapchat to communicate as everyday birthrights. Naturally, Gen Z will express this passion for new technologies in their careers and help bring your company up to speed on digital innovation, integration between social media and business, and creative technical solutions," wrote Eileen Wu, technical recruiter for online job placement company Glassdoor, in a blog.
Becky Zemlicka, co-owner of Generation WYZE, helps credit unions develop their digital and social media footprint, with an emphasis on digital.
"A great deal of credit unions have at least taken the first step in reaching these young borrowers," Zemlicka said. "They've entered the world of social media by launching a Facebook page, and a few even tout a Twitter, LinkedIn, Snapchat or Instagram account. However, many credit union marketers, managers and CEOs are still left with the question of how to make their site useful, engaging, interesting and even entertaining to their members and potential members. And even if they do know how, they may not have the bandwidth to keep up with it. After all, entire companies have been built around this service."
According to Zemlicka, the goal of Generation Wyze is to help credit unions easily and affordably increase their digital reach by delivering financial education to members via video, websites, mobile videos/sites and social media.
"We refer to this as, being in the space that occupies their face. We've learned over time what works and what doesn't," she said. "For instance, providing financial education via social media is a must – it's a great way to inform and educate your members while positioning your credit union as the financial expert. However, these posts won't perform nearly as well as organic posts that are more native to social media. Those posts that come from within the credit union, and are similar to something you would post on your very own site are the ones that produce, on average, 82% more readership and engagement."
In regard to this huge membership potential, Michal Reh, senior vice-president and global head, Finacle Youth Banking, summed it up.
"Generation Zs are valuable future customers and banking organizations are recognizing the need to engage this technology-charged demographic," he said. "Catching them young gives credit unions an opportunity to forge long-term relationships, which in turn will result in increased loyalty and a higher share of wallet."
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