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

September 3, 2019 By Amanda Kaiser

Stop Protecting the Association

Are your association’s rules getting in the way of a great member experience?

Filed Under: Member Experience Tagged With: creating member experiences, hammer language, member expectations, member experience, policies, policy, rules

January 22, 2015 By Amanda Kaiser

The Rules Associations Make

Related: We undermine our member service every time we…  It’s not just what you say but what you do Rules, rules, everywhere there’s rules

Filed Under: Association Strategy, Member Experience Tagged With: association, bad impressions, first impressions, hammer language, members, policies, policy, procedures, protect

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