XTEND S 2015 LEADERSHIP CONFERENCE JUNE 16, 2015

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2 XTEND S 2015 LEADERSHIP CONFERENCE JUNE 16, 2015

3 LAST YEAR WE HIT ON 5 FOCUS AREAS I WANT TO DRIVE MORE LOAN ACTIVITY I WANT TO ATTRACT AND RETAIN MEMBERS I NEED MORE TOOLS TO STAY COMPETITIVE I NEED TO REDUCE MY EXPENSES I NEED TO MANAGE MY RISK EFFECTIVELY

4 X FACTOR WHAT I SAID WAS.. IF WE ONLY HAD THE BUDGET WE ARE LIMITED BY OUR TECHNOLOGY WHAT WE HEARD WAS IF WE ONLY HAD THE INFORMATION

5 THERE IS NO TIME WHO IS THE TARGET AUDIENCE? HOW DO I GET A REPORT THAT GIVES AUDIENCE? ME MY TARGET WHAT MARKETING CHANNELS DO I USE? HTML OR PLAIN TEXT DIRECT MAIL? BILLBOARDS? BUS S? WHAT DO I DO ON MY WEB PAGE? SOCIAL MEDIA? CALLS?...WHO MAKES THE CALLS?...WHAT DO I SAY ON THE CALL? HOW MANY TIMES DO I CALL? ? SEND MAIL?

6 SECRET AGENT WHAT S THE STORY?

7 X-FACTOR 2.0 LET S TALK DETAILS WHAT IS YOUR CREDIT UNION HOW CAN WE HELP GOAL? YOU GET THERE?

8 IN 2015, OUR MISSION IS TO BE AN EVEN BIGGER X-FACTOR FOR OUR NETWORK 001 CREDIT CARD FOCUSED 002 REAL ESTATE FOCUSED 003 AUTO FOCUSED 004 NEW MEMBER XPERIENCE FOCUSED 005 DIGITAL XPERIENCE FOCUSED 006 EXPENSE REDUCTION AND SURVIVAL FOCUSED 007 YOU NEED A Q IN YOUR CORNER

9 LET S TALK ABOUT OUR LENDING MISSIONS FIRST 002 CREDIT CARD FOCUSED REAL ESTATE FOCUSED 003 AUTO FOCUSED

10 KEEP IT SIMPLE!! AND TARGETED GOAL IDEAL MEMBER MARKETING CHANNEL KPI S

11 CREDIT CARD USAGE CAMPAIGN INLAND VALLEY FCU 001 FRUITCAKE CAMPAIGN A FRUITCAKE LASTS THREE YEARS, WILL YOUR CREDIT CARD DEBT? 3 LESS INTEREST. LOWER FEES. MORE DOUGH FOR YOU. 2 ROUND OF PHONE CALLS VISA PROMOTIONAL CAMPAIGN NO EXPIRATION ON PROMOTION 807 MEMBERS TARGETED 34 APPS TAKEN, INCLUDING AUTO AND MORTGAGE $277, DOLLARS FROM APPS COST OF XTEND CAMPAIGN: APPROX. $2, INCLUDING SETUP, MARKETING, S, CALLS, REPORTING

12 CREDIT CARD CAMPAIGNS 2015 RESULTS A QUARTER OF THE WAY THROUGH THE YEAR YTD MARCH MAY COMPLETED 1 WITH ONLY AVERAGE APPS PER CAMPAIGN = 17, $157, CREDIT CARD CAMPAIGN WITH ONLY 22.7% INCREASE IN TRANSACTIONS FROM PREVIOUS MONTH 18% INCREASE IN $ TRANSACTIONS 25 NEW CARDS

13 CREDIT CARD CAMPAIGNS: 2015 RESULTS THRU 3 MONTHS Participating Credit Unions to Date (less only campaigns) Total Members Targeted Loan Apps Taken Loan $ From Apps Approximate Total Cost of all 5 Campaigns 5 5, $631, $14,590.50

14 CARD USAGE CAMPAIGN REV2 RevGen 2015 Card Usage Comparison April (Pre-RevGen) May (During RevGen) Transactions Dollars Transactions Dollars New Members 917 $69, $102, Low Usage 1462 $116, $150, TOTALS 2379 $186, $253,509.22

15 DRIVE LOANS SIOUX EMPIRE FCU 002 HELOC CAMPAIGN SPRING DREAMS 3 FUND YOUR SPRING DREAMS 2 ROUND OF PHONE CALLS HELOC PROMOTION NO EXPIRATION ON PROMOTION 492 MEMBERS TARGETED 20 APPS TAKEN $508, DOLLARS FROM APPS COST OF XTEND CAMPAIGN: APPROX. $2,305 INCLUDING SETUP, MARKETING, S, CALLS, REPORTING AND SO MUCH MORE!

16 MORTGAGE & HELOC 2015 RESULTS A QUARTER OF THE WAY THROUGH THE YEAR 3 COMPLETED AVERAGE APPS PER CAMPAIGN = 17 AVERAGE LOANS PER CAMPAIGN = $245,

17 002 REAL ESTATE CAMPAIGNS: 2015 RESULTS THRU 4 MONTHS Participating Credit Unions to Date Total Members Targeted HELOC Apps Taken Loan $ From Apps Approximate Total Cost of all 3 Campaigns $674, $2, Participating Credit Unions to Date Total Members Targeted Mortgage Apps Taken Loan $ From Apps Approximate Total Cost of all 3 Campaigns $62, $905.00

18 DRIVE LOANS ALPENA ALCONA AREA CU 003 AUTO LOAN CAMPAIGN 1 MESSAGE: LET DEBT GO 1,003 MEMBERS TARGETED 51 APPS TAKEN 1 ROUND OF PHONE CALLS $552, DOLLARS FROM APPS 2.75% VISA BALANCE TRANSFER NO LOAN PAYMENTS FOR 90 DAYS COST OF XTEND CAMPAIGN: APPROX. $2, INCLUDING SETUP, MARKETING, S, CALLS, REPORTING AND SO MUCH MORE!

19 AUTO LOANS 2015 RESULTS 1/3 WAY THROUGH THE YEAR 6 AUTO LOAN CAMPAIGNS SO FAR THIS YEAR AVERAGE APPS PER CAMPAIGN = 19 AVERAGE $ PER CAMPAIGN = $237,

20 AUTO LOAN CAMPAIGNS: 2015 RESULTS THRU 4 MONTHS 003 Participating Credit Unions to Date Total Members Targeted Loan Apps Taken Loan $ From Apps Approximate Total Cost of all 6 Campaigns 6 2, $1,425, $7,950

21 2015 RESULTS A QUARTER OF THE WAY THROUGH THE YEAR MARCH THROUGH MAY 2015 TOTAL MEMBERS CONTACTED: 12,856 TOTAL LOANS BOOKED: 106 $1,346, TOTAL APPS TAKEN IN THE FIRST 3 MONTHS: $2,859,484.58

22 WHAT IS WORKING IN YOUR BUSINESS? WHAT SUCCESS STORIES DO YOU HAVE TO SHARE WITH YOUR PEERS? IS THERE SOMETHING SPECIAL THAT WORKED FOR YOU IN A BIG WAY?

23 HERE S ONE CALLS ENABLE MY LOAN OFFICERS UNFULFILLED LOAN PROGRAM MEMBER APPLIES FOR THE LOAN BUT HAS NOT FULFILLED.YET! AT 15 DAYS AT 30 DAYS AT 45 DAYS LENDING OFFICER CALLS AT 60 DAYS

24 LET S SHIFT GEARS AND TALK ABOUT OUR MEMBER EXPERIENCE OR XPERIENCE AS WE CALL IT NEW MEMBER XPERIENCE DIGITAL XPERIENCE

25 MEMBER XPERIENCE NEW MEMBER ONBOARDING, CUSTOM 14 TRIGGERS EACH BROKEN DOWN INTO 7 SEGMENTS MARKETING CHANNELS USED: , CALLS, POST CARDS, LETTERS & SURVEYS WHAT WORKS?

26 MEMBER REACH PLUS NEW MEMBER ONBOARDING PROGRAM Opportunity/Trigger New Member Checking Debit Card Credit Card One Month Anniversary Self Service (Online and Mobile) Nationwide Access Mortgage Auto Loans Investments Student Loans E-Services One Year Anniversary Five Year Anniversary Segments New Student After 90 days the member funnels into our Member Reach triggers ex. No activity in 90 days = communication, No estatements = communication, Happy Birthday, etc.

27 MEMBER REACH PLUS NEW MEMBER ONBOARDING PROGRAM Day 2 Welcome! Letter, and Phone Call Survey After 2 Weeks No Checking , Postcard Yes Checking No Action

28 HOW DO YOU ENGAGE NEW MEMBERS? WHAT SUCCESS STORIES DO YOU HAVE TO SHARE WITH YOUR PEERS? IS THERE SOMETHING SPECIAL THAT WORKED FOR YOU IN A BIG WAY?

29 DIGITAL XPERIENCE: BRANCH BEACON TECHNOLOGY DRIVEN BY MOBILE APP RETAILERS HAVE USED BEACON TECHNOLOGY FOR SEVERAL YEARS TO GATHER DATA ON SHOPPER HABITS IS THE CU INDUSTRY READY FOR IT?

30 WHAT DO YOU NEED TO DEPLOY? TECHNOLOGY: BEACONS REQUIRE A MOBILE APP IN ORDER TO COMMUNICATE WITH THE MEMBER VISION: DETERMINE WHAT DATA IS MOST EFFECTIVE FOR YOU TO TRACK AND HOW YOU WILL PROMOTE TO YOUR MEMBERSHIP VESTED PARTNERS: OUR TWO FIRMS WILL WORK TOGETHER TO MAKE THIS A COST-EFFECTIVE SOLUTION

31 BEACON CAMPAIGNS ARE EASY TO CONFIGURE AND CAN ENHANCE YOUR MEMBER XPERIENCE CREATE CAMPAIGNS DIAL IN THE BEACON RANGE AND LOCATIONS ANALYZE THE RESULTS

32 BRANCH BEACON TECHNOLOGY IS COMING THIS SUMMER! PHASE 1: FI-MOBILE AND XTEND WILL DEPLOY BEACON TECHNOLOGY IN OUR CORPORATE OFFICE AND CU*ANSWERS PHASE 2: WE ARE LOOKING FOR SEVERAL BETA CREDIT UNIONS PHASE 3 WILL EVOLVE BASED ON PHASE 2 SUCCESS

33 DIGITAL XPERIENCE: UPPING YOUR COMMUNICATION IN YOUR BRANCHES AND SEGS

34 INTRODUCING OUR NEWEST PARTNER: REVELTV WHETHER ITS CREATION FROM SCRATCH OR YOUR EXISTING CONTENT, REVEL AND XTEND CAN ENSURE YOUR MEMBERS AND STAFF ARE PRESENTED WITH A TIMELY, TARGETED, CONSISTENT AND COSTEFFECTIVE DIGITIZED MESSAGE CLOUD DEPLOYMENT THAT LEVERAGES SAMSUNG SMART MONITORS FOR SPEED AND SECURITY

35 THEIR CHANNEL VALET PORTAL IS DRIVING THE CONTENT YOU HAVE BEEN WATCHING TODAY

36 WE ARE LOOKING FOR BETA INSTALLATIONS WHO ARE WILLING TO CO-INVEST REVEL AND XTEND WILL DEPLOY DIGITAL SIGNAGE IN SEVERAL BETA LOCATIONS INCLUDING OUR CORPORATE OFFICE THE SOLUTION IS SELF-SERVICE OR CAN BE COMANAGED BY XTEND, REVEL AND YOUR MARKETING TEAM

37 VIDEO AND DIGITAL CONTENT IS A GROWING PART OF EVERYDAY LIFE WHAT SUCCESS STORIES DO YOU HAVE TO SHARE WITH IS THERE SOMETHING YOUR PEERS? SPECIAL THAT MEMBERS HAVE TOLD YOU THEY APPRECIATED OR WERE IMPRESSED WITH?

38 LET S GIVE SOMETHING AWAY! SOMETHING TO KICK START YOUR DIGITAL XPERIENCE!

39 FOR THE REMAINDER OF OUR TIME, LET S TALK A BIT ABOUT SURVIVAL ALTHOUGH NOT AS GLAMOROUS TO TALK ABOUT, OVER THE PAST DECADE OUR CUSO HAS DEVELOPED AN IMPRESSIVE MENU OF SERVICES 006 WE VE GOT YOUR BACK EXPENSE REDUCTION AND SURVIVAL FOCUSED

40 SHARED RESOURCES FOR SURVIVAL MANY OF THESE ARE NOT NEW TO YOU AND MANY HAVE NOT BEEN APPLICABLE TO YOUR BUSINESS PLAN IN THE PAST BUT THEY CAN BE AN ACE IN THE HOLE WHEN YOU NEED IT MOST STAND-IN BOOKKEEPING CALL REPORT AUTOMATION COLLECTIONS LOCKBOX COMPLIANCE MONITORING CRITICAL MEMBER COMMUNICATION (BREACH, WEATHER, BR/DR) 006

41 006 TESTIMONIALS KEEP US PUMPED UP! I WAS JUST READING MY MONTHLY SUMMARY REPORT AND I THOUGHT I D SHARE. I AM NOT SURE IF YOU ARE USING THE FULL AUDIT LINK PACKAGE OR NOT. IT S A HUGE TIME SAVER FOR US AND WORTH EVERY PENNY!! WE GET A DAILY RUN SHEET TO WORK WITH ONLY EXCEPTIONS DON T HAVE TO SPEND A LOT OF TIME DIGGING THRU A NEEDLE IN THE HAYSTACK TO LOOK FOR ANOMALIES. KEEPS US FOCUSED ON SALES! KEEPS ME FOCUSED ON THE BIG PICTURE AND OVERALL TRENDS.

42 XTEND DOES NOT OWN THE SECRET SAUCE 006 IS THERE A NEED IN THE MARKETPLACE FOR LOCAL SHARED RESOURCES SERVICES USING CREDIT UNION STAFF? WE SAY YES! -DEVELOPMENT/ORD-INTERN-PROGRAM/

43 HOW MANY OF YOU BUY RESOURCES FROM OR SELL RESOURCES TO A PEER? WHAT ABOUT BARTERING? WHAT CAN WE DO TO HELP FOSTER THAT IDEA?

44 WHAT IF YOU HAD A SECRET AGENT LIKE Q IN YOUR CORNER?

45 A Q IN YOUR POCKET CU*BASE AND YOUR NETWORK PARTNERS -THE-FACTORY/#PLAY

46 HOW ABOUT A WHOLE TEAM OF Q S! DIANE, LUIS AND LIZ CAN PUT A TEAM OF EIGHTY TO WORK FOR YOUR BUSINESS PLAN

47 001 GROWTH GOAL FOR YOUR CREDIT CARD PROGRAM 002 GROWTH GOAL FOR YOUR REAL ESTATE LOANS 003 GROWTH GOAL FOR AUTO LOANS 004 NEW MEMBER ONBOARDING FOCUS 005 STRATEGY FOR DIGITAL MEMBER ENGAGEMENT 006 STRATEGY FOR EXPENSE REDUCTION 007 DEVELOPING A TEAM OF Q S GOAL: TURN YOUR INTERNAL X-FACTOR TEAM LOOSE OR LEVERAGE ONE OF OURS

48 QUESTIONS/COMMENTS? STOP BY OUR BOOTH TOMORROW TO LEARN WHAT THE X-FACTOR TEAM CAN DO FOR YOUR BUSINESS PLAN A COPY OF THIS PRESENTATION CAN BE FOUND ON