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January 29, 2019 By Amanda Kaiser

Spark in Association Staff

Members can tell when association staff cares, but what exactly do they care about?

Filed Under: Association Leadership Tagged With: association customer service, association staff, association value, caring, empathy, excellence, forward-leaning staff, member service, staff culture

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

May 14, 2014 By Amanda Kaiser

Eventual Revenue Decline May Be A Self-Fulfilling Prophecy

80% of the seats were unoccupied on Mother’s Day. 10 years ago you couldn’t have gotten a table without a two hour wait. From open to close this restaurant was the place to go. My friends and I would sometimes meet up for a really late 3PM lunch just to be able to eat there. […]

Filed Under: Member Expectations, Member Experience Tagged With: care, caring, creating a member experience, customer experience, details, empathy, member experience

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