Smooth The Path

Member Informed Strategy, Innovation & Marketing

October 12, 2021 By Amanda Kaiser

Naturally Occurring Incongruities in Organizations

Why do organizations often do the opposite of what they promise?

Filed Under: Association Strategy Tagged With: creating member experiences, customer service, great customer service, great member service, hammer language, member experience, member service

March 21, 2019 By Amanda Kaiser

Being Busy Might Be Your Enemy

What happens to members when the staff gets busy?

Filed Under: Member Experience Tagged With: creating a member experience, forward-leaning staff, great member service, member experiences, member service, staff culture

May 29, 2018 By Amanda Kaiser

One Element of Being an Effective Association We Never Talk About: Approachability

Before members truthfully share what is in their hearts and on their minds they have to feel the association staff is approachable. 

Filed Under: Association Strategy, Member Experience Tagged With: association customer service, association staff, forward-leaning staff, great member service, member culture, staff culture, staff time

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