Find all those glitches, dead ends, and awkward member interactions then improve them so members have a great experience with your association every time.
Related: We undermine our member service every time we… It’s not just what you say but what you do Rules, rules, everywhere there’s rules
Some organizations have an overwhelming quantity of rules, policies and procedures designed to protect the association. Each rule says to members, we don’t trust you. The trouble is these are the very people we are trying to build trust and relationships with. Sure you developed the rule because someone took advantage. What would happen if you […]