Jeff Moss

PODCAST: Text messaging to build loyalty

Communication channel offers convenience, flexibility for users.

November 18, 2020

Text messaging offers flexibility and convenience for both credit unions that use it and people who receive the messages.

It also is a tool credit unions can use to build relationships and gain member loyalty.

“It allows the member to feel like their credit union is really their friend,” says Jeff Moss, senior director of financial institutions at Podium, a customer messaging platform. “It’s part of the communication style the credit union uses for every type of relationship they have. And it’s quick, easy, and convenient.”

Not only does text messaging give credit unions a pathway to establishing relationships with members, it’s also an effective tool for communication.


Studies have shown that the read-through rate of text messages is 98% compared to 10% to 12% for emails, Moss says.

In this episode of the CUNA News Podcast, sponsored by Podium, Moss discusses how text messaging can create member loyalty, why and how credit unions use text messaging to communicate with members via text,  challenges associated with establishing a text messaging program, and more.

You can listen to the CUNA News Podcast in Apple’s iTunes Store, Google Podcasts, Spotify, and Stitcher Radio.

In this episode:

2:19: Frictionless and convenient

5:47: Getting started

8:28: The line between too many texts and just enough

10:37: Don’t forget the other communication channels

12:58: Providing a “convenient experience”