Episode 93 - Why Customer Rention is More Important than Acquision for your Bank or Credit Union

In this episode of the FI GROW podcast, CEO Meredith Olmstead and Sales Director Danielle Fancher dig into a powerful conversation around customer acquisition vs. retention—and why focusing on deeper relationships with your existing members may be your most overlooked growth opportunity. From defining true onboarding to real-world tactics that work, they share actionable strategies to personalize, automate, and maximize every new relationship at your credit union or community bank.

Key Takeaways:

• Retention Costs Less—and Delivers More: It costs 5–7x more to acquire a new customer than to deepen a relationship with an existing one. Strong onboarding = stronger ROI.
• Onboarding Is More Than a Thank-You Note: True onboarding is a multi-channel, personalized, data-driven experience that nurtures product adoption and trust.
• Personalization Drives Growth: When onboarding is tailored to each user’s actions and needs, customers are more likely to open 3+ new products in their first 12 months.