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July 18, 2019 By Amanda Kaiser

Some Members

Do you have one or two sore thumb members?

Filed Under: Member Experience Tagged With: bad customer service, creating a member experience, errors, member experience, user experience, user interface

April 2, 2015 By Amanda Kaiser

Association’s Insidious Customer Service Gap

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 […]

Filed Under: Member Service Tagged With: association customer service, bad customer service, customer service, good customer service, member experience, member focused, member service, member-centric, mindset

February 17, 2015 By Amanda Kaiser

Our Members May Not Trust Us

When did you learn that you couldn’t trust many corporations or bureaucracies? For me, I’m sure, it was a combination of things including bad customer service, poorly conceived marketing schemes and high pressure sales.  But I do distinctly remember the first time I realized that buyer beware was true. In my early twenties I had […]

Filed Under: Association Strategy Tagged With: bad customer service, caring, customer service, distrust, generosity, marketing, sales, trust

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