How do we take our members from merely satisfied to wicked happy?
There are hundreds of permutations of customer service (and member service). Recently KiKi L’italian asked about improving association customer service with social media: Seth Godin also talks about customer service and the gap that emerges between what you say you are going to do and what you actually deliver. But, there is another kind of customer service […]
Receptionist answers calls -> automated call answering -> appropriate staff answers calls We think, “thank you for your feedback” -> we think, “this is a problem, we want to make it right” All calls go to voicemail to answer later -> all calls are answered immediately Reactive -> Proactive Mass communication -> personalized communication Calls […]