Building Trust Before You Call, Big Ears for Better Solutions, & Choosing Your Channels Wisely

Are Credit Unions Undervaluing Outreach? In this episode of Grow Your Credit Union, host Joshua Barclay and guest co-host James McBride, CEO of CONNECTS Federal Credit Union, welcome David Sussman, CEO of PFP Services, to explore strategies for more meaningful member engagement and sustainable growth. Together, they tackle three key areas: Build Trust Before You Call: Discover how a thoughtful, trust-building approach to outbound marketing can turn what's often seen as an intrusive tactic into a powerful engine for connecting with members on their terms. Big Ears for Better Solutions: Learn how shifting from product pitches to truly listening first can transform cross-selling into a process driven by empathy, understanding, and member-centric value. Choosing Channels That Count: Find out why meeting members where they already are—from employer groups and community events to social media—helps credit unions forge stronger, more relevant relationships and drive long-term growth. A huge thanks to this episode's sponsor, PFP Services.  Credit Unions know that engagement is key to success. PFP Services brings expertise, resources, and passion to help you build strong connections with your members. Our goal is to grow your credit union together, forming lasting bonds every step of the way. Partnering with us means a mutually beneficial relationship with absolutely no cost! Visit  familysecurityplan.com/credit-unions/ to learn more. Listen to all of our episodes at growyourcreditunion.com