When a member stops using their card or closes a sub-account, it’s more than a transaction it’s a signal. Xtend’s Losing the Love program, now launched with Inland Valley Credit Union, listens to those signals and responds with care. Through thoughtful emails and surveys, the initiative reaches out to members who may feel overlooked or disconnected.

“Losing the Love is a program that addresses one of the major concerns credit unions of all sizes face – member engagement and retention. The Losing the Love program addresses these concerns by bridging the gap and improving the relationship between the credit union and their disengaging members. We are giving members a feedback platform to feel heard and the credit union the opportunity to make connect 1:1 with those members or potential operation or service improvements, this has led to an average member reengagement rate of 42% after being contacted via Losing the Love in 2025.”  – Tabitha Pierce, Business Intelligence Analyst

Losing the Love is currently available on the Xtend website. Contact the Xtend Team at info@xtendcu.com or (800) 327-3478 ext. 313 for more information.