9 Ideas from Summit Speakers to Apply Today
At the 2026 Member Engagement Summit, presenters shared strategies to strengthen member relationships today while preparing for the challenges and opportunities ahead. Here are nine practical ideas shared by Summit speakers that cooperatives of all sizes can put to work today.
Communications, member services, operations, engineering and leadership need to speak the same language. When information moves freely, members feel it.
Erin Binkley, Duck River Electric
1. Speak with one voice across the whole cooperative: Align messaging across departments so employees and members receive the same information. Consistent, timely messaging builds internal trust and improves member experiences. Establish a reliable flow of information from leadership, communications and subject-matter experts to MSRs, and create a way for frontline questions and feedback to travel back to the wider team.
Sources: Erin Binkley and Tara Groce, Duck River Electric; Missy Biegler, Powder River Energy Corporation; Adam Martin, EnergyUnited; Kerri Testement, Jackson EMC; Brookes Versaggi, Brunswick EMC
2. Tailor materials for MSRs. Keep MSRs in the loop with timely information. Use channels they already rely on, and share updates in formats they can quickly skim and absorb.
Source: Erin Binkley and Tara Groce, Duck River Electric
“We have to be honest about the world we’re operating in, clear and transparent about why rate decisions are made. And as a co-op, you always have to lean on the not-for-profit aspect of our business model. That is a differentiator that we always have to come back to.”
Conni Tucker, Central Electric
3. Be transparent and focus on value. In an era of cost-consciousness, and especially during a rate adjustment, recognize the economic reality that members face. Empathy is critical. Be clear about why decisions are made, and focus on delivering value as a priority.
Sources: Adam Martin, EnergyUnited; Conni Tucker, Central EMC; Brookes Versaggi, Brunswick EMC
4. Show the heart of your cooperative. Members may not always receive the answer they want, but cooperatives can still listen, respond and show that they care. Respectful, personal interactions can strengthen the member experience even when the outcome cannot change.
Sources: Missy Biegler, Powder River Energy Corporation; Brian Omerso, Clark County EMC; Amanda Richardson, SECO Energy
5. Treat social media comments as research. Comments can reveal confusion, misinformation, unmet needs and emerging concerns. Use those insights to clarify messages, identify content opportunities and make digital communication feel more personal.
Source: Amanda Richardson, SECO Energy
“You told us. We heard you. Here’s what we are doing.”
Amanda Richardson, SECO Energy
6. Close the feedback loop. Don’t stop at collecting feedback. Let members know what you heard and what actions you’re taking in response. When members see their input reflected in cooperative decisions, they are more likely to feel valued and connected to the cooperative.
Sources: Brian Omerso, Clark County REMC; Amanda Richardson, SECO Energy
7. Strengthen the new member experience. First impressions matter. Review the channels used to welcome new members, ask what they want to learn and tailor follow-up content to their interests.
Source: Kerri Testement, Jackson EMC
8. Approach AI tools with a clear purpose and test before launch. When adopting AI tools, begin with a specific operational need. Involve employees closest to the work in testing and implementation, and thoroughly vet member-facing applications before launch.
Sources: Julia Allsbrook and Jack Pulsfort, Halifax EMC; Ying Chen, Cooperative Insights; Chris Sturgill, ScottMadden
“The more you are their information source, the better.”
Andrew Meehan, NC Electric Cooperatives
9. Be proactive in helping members understand complex topics. Members are hearing about data centers, AI, affordability and other industry topics from many sources, often without local context. Cooperatives can build understanding and trust by explaining what those issues mean for their own members and communities.
Source: Andrew Meehan, NC Electric Cooperatives
The Member Engagement Summit is an annual event hosted by Cooperative Insights that brings together cooperative experts from across the country to share strategies and practical ideas that work. For more information about the Summit, contact us.