Smooth The Path

Member Informed Strategy, Innovation & Marketing

April 28, 2022 By Amanda Kaiser

The Difference Between Customer Service and Member Experience

The term member experience is not synonymous with customer or member service. Member service is just one small element of member experience.

Filed Under: Member Experience Tagged With: connection, conversation, creating member experiences, kindness, member engagement, new member experiences, personal connection

March 24, 2022 By Amanda Kaiser

Uncommon Ideas that Build Engagement

The list of the building blocks of engagement is by no means exhaustive. What feelings, behaviors, or ideas would you add?

Filed Under: Member Engagement Tagged With: association innovation, attendee engagement, attendee experience, being approachable, belonging, connection, conversation, creating member experiences, kindness, member engagement, new member experiences, personal connection

February 17, 2022 By Amanda Kaiser

Leadership Might be Prime for Another Big Evolution

Top-down leadership was first, now servant leadership. What is next?

Filed Under: Association Leadership Tagged With: association leadership, association staff, communication, conversation, decisions, in-depth conversations, listening, messaging, staff, staff culture, staff morale, strategic decisions

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