Get Closer to Your Member with Nano Strategies

Nano strategies at a credit union would refer to implementing highly focused, granular, and member-centric approaches to achieve various goals, such as improving member experience, enhancing operational efficiency, and increasing financial performance. These strategies involve leveraging technology, data, and innovative practices to create personalized experiences and streamline processes. Here are some examples of what nano strategies might look like at a credit union:

Hyper-Personalized Financial Services:

  • Utilize advanced data analytics and AI to understand individual member behaviors, preferences, and financial needs.
  • Offer personalized product recommendations, investment advice, and savings plans tailored to each member’s circumstances.


  • Divide the credit union’s membership base into micro-segments based on shared characteristics or needs.
  • Develop specialized marketing campaigns, services, and products for each micro-segment, catering to their unique requirements.

Seamless Digital Onboarding:

  • Implement a frictionless onboarding process allowing new members to open accounts and access services online.
  • Use e-signatures and digital verification methods to expedite the process while ensuring security and compliance.

Instantaneous Support:

  • Offer real-time customer support through chatbots or live chat for quick issue resolution and assistance with simple queries.
  • Provide AI-driven self-help resources that can guide members through everyday tasks and inquiries.

Micro-Lending and Micro-Investing:

  • Introduce micro-lending options for small, short-term loans that members can easily access to cover unexpected expenses.
  • Facilitate micro-investing platforms that allow members to invest small amounts in diversified portfolios, helping them grow their wealth over time.

Customized Financial Education:

  • Create personalized financial education programs that cater to individual members’ knowledge gaps and goals.
  • Become the X or Thread of financial education by offering bite-sized lessons, interactive modules, and quizzes to make learning engaging and practical.

Instant Transactions and Alerts:

  • Enable instant fund transfers between accounts and external institutions.
  • Set up real-time transaction alerts to notify members of account activity, helping them stay on top of their finances.

Micro-Savings and Round-Up Features:

  • Implement automatic round-up features that round up purchases to the nearest dollar and save the difference in a designated savings account.
  • Offer micro-savings options where tiny amounts are regularly transferred from checking to savings accounts.

Localized Community Engagement:

  • Establish partnerships with local businesses to provide special discounts and offers to credit union members.
  • Organize micro-events and workshops tailored to the needs and interests of specific communities within the credit union’s membership base.

Micro-Feedback Loops:

  • Gather continuous feedback from members through short surveys or polls to identify pain points and opportunities for improvement.
  • Use this feedback to rapidly iterate and refine services based on members’ evolving needs.

Incorporating these nano strategies into a credit union’s operations could create a more responsive, efficient, and customer-centric institution, fostering stronger member relationships and helping the credit union remain competitive in the financial services industry.


Rich Jones is the Founder/Principal of Leading2Leadership LLC. Before starting his strategic planning agency, he spent over 20 years in leadership roles in the financial services sector. Before becoming an executive in the financial services sector, Rich was an entrepreneur, building and selling two businesses and working for early-stage start-up companies in executive roles in marketing, business development, and seeking investment partners. With more than three decades of experience, he brings innovative thought to companies and executives. Rich published “Leading2Leadership, a Situational Primer to Leadership Excellence.” The book is available on and was designed to be used as a book study for leadership development programs; it breaks leadership skills into manageable situations for discussion and reflection. Rich works with credit unions, CUSOs, and vendors, designing digital, data, culture, marketing, and branding transformation strategies. In 2014, Chosen as a Credit Union Rock Star by CU Magazine, and in 2018, Rich received the Lifetime Achievement Award from CUNA Marketing and Business Development Council. A Marine and graduate of Colorado State University, Jones shares his expertise at

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