Why Primary Relationships Are the Only Sustainable Growth Path

By Amanda Marshall, Vice President of Marketing, ADVANTAGE

For years, growth has been measured by volume – more accounts, more campaigns, more activity. But as credit unions look ahead to 2026, the definition of growth is shifting.

The credit unions that will outperform won’t be the ones that simply acquire the most new account holders. They’ll be the ones that become the primary financial institution for the consumers they already serve.

The Illusion of Growth

It’s easy to confuse activity with progress. New accounts are opened. Campaigns show results. Dashboards stay busy. Yet many of those relationships remain shallow. Consumers spread their deposits across multiple institutions. They transact, but they don’t fully commit. And when personal priorities shift or new choices arise, loyalty often fades.

Growth built on thin relationships doesn’t hold up over time.

What “Primary” Really Means

Being a primary institution isn’t about offering more products. It’s about earning trust during moments that matter – payday gaps, unexpected expenses, and critical financial decisions where clarity matters more than convenience. Primary relationships are built when your members:

• Understand how your financial products work
• Experience consistent, predictable decisions
• Feel informed and supported rather than surprised

These outcomes don’t happen by chance. They are the result of intentional design across the organization.

Why Campaigns Alone Can’t Solve This

Marketing plays an important role in awareness and engagement, but it can’t create trust on its own. Trust is built when:

• Products align with real consumer behavior
• Decisions are applied consistently across channels and teams
• Communication reduces uncertainty instead of creating it

That level of trust requires coordination across marketing, operations, risk, and leadership – not simply stronger messaging or more frequent campaigns.

A Smarter Growth Lens for 2026

Sustainable growth begins with different questions:

• Where do member relationships break down?
• Where does confusion lead to attrition or disengagement?
• Where does inconsistency undermine confidence?

Credit unions that identify and address those gaps don’t just grow. They retain relationships, deepen engagement, and create greater long-term stability.

Bottom Line

Primary relationships aren’t a marketing outcome. They’re a business strategy – and they represent the only growth path that holds up under pressure.

Growth driven by primary relationships doesn’t happen by chance. It starts with an acquisition strategy designed to attract members who are more likely to engage, stay, and deepen over time.

If you’re evaluating how your acquisition approach supports long-term relationship value, a strategic conversation can help clarify next steps.

Connect with ADVANTAGE to explore smarter account acquisition.