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June 24, 2014 By Amanda Kaiser

How To Show Members You Care

To show your members you care you can’t: Walk around the counter and deliver a customer’s purchase to them with gratitude, think Nordstroms Greet them at the door like Apple employees do in every Apple store Work tirelessly to improve an already impossibly great search algorithm like they do at Google Set up a whole […]

Filed Under: Member Experience Tagged With: love your members, member experience, member focused, member-centric, problem solving

June 23, 2014 By Amanda Kaiser

Are You Using Hammer Language With Members?

Not permitted Denied access Don’t/can’t When leaders make rules to protect the organization from it’s members it erodes the very trust we want to build. If there absolutely has to be a rule think very carefully about how it’s worded. There’s a big difference between this:                   […]

Filed Under: Member Expectations, Member Experience, Web Tools Tagged With: hammer language, member experience, policies, rules, trust

June 18, 2014 By Amanda Kaiser

First Impressions Are Critical For Associations

We all talk about the importance of first impressions in dating and love. We even talk about first impressions in the hiring process. Less talked about is the significance of first impressions with members, customers, guests or attendees. Attention grabbing Experts say one of the new currencies of this decade is not money but attention. […]

Filed Under: Member Experience Tagged With: attention, attraction, brand, emotion, engagement, feeling, first impressions, welcoming

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