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Connexus : Issue 37
The key to engaging with younger generations is to communicate with them, says McCrindle. "It's not about promoting a credit union so much as it's about starting to develop some participation. Of all the financial services organisations, credit unions can do that best because they have been about the community, they are about membership, they are about giving back, and people feeling they have some ownership. They are all the characteristics that are key drivers for gen Y." Big Sky Credit Union is conscious of this need to engage. Some years ago, the Melbourne-based group launched its bnext brand with a view to enticing younger members. While CEO Tony Ryan admits Big Sky has had limited impact on that front, the initiative has helped inform management on broader member needs. "I don't think we particularly attracted a lot of new members in that [younger] demographic, but we did get activation from existing members," he says. Big Sky also discovered that many older members wanted some of the features being offered to bnext members, including SMS banking, e-commerce channels, email interaction and online chat rooms. A lot of members said For more information please contact Talaris Sales on +612 8899 2200 or visit www.talaris.com The Branch is Now Open Delivering efficient branch ser vice in a secure environment no longer means sacrificing customer relationships. Across the world the Talaris Vertera® cash recycler is now being acclaimed as one of the major contributing factors to opening up the branch whilst increasing customer satisfaction and productivity. The Talaris Ver tera has been specifically designed to protect cash and optimise its management. Tellers experience significantly increased customer interaction time whilst cash itself is authenticated and held securely. The branch is now open. Customer Engagement Customer Satisfaction Accurate Note Counting Note Authentication Open Plan Branch Employee Motivation Fast Service In-Built Security Connexus 27 www.abacus.org.au FEATURE GEN NEXT MARK MCCRINDLE ON TECHNOLOGY: "Research shows that younger people want a personal connection, but not by going into a branch. They want a button on the website or browser that clicks through so they can speak to an adviser for an immediate Skype call or an Instant Message chat, not just a call centre. It's that sort of solution that they will respond well to."