How to Move from Customer Service to Concierge Service
A case study of how a shift to centralize service for members and customers transformed one organization’s membership program and culture.
Live Presentations:
- Monday, August 26, 2019 – 2:00 pm EST
- Friday, September 6, 2019 – 2:00 pm EST
Presenters: Dan Ratner, The Next Steps, LLC
Description
It started with board members asking to have a small Help button put in the bottom corner of their home page. After taking a deeper look at the need behind the request, a proposal to heighten customer service was submitted and approved. Implementation had some road blocks and delays but eventually it became a reality. The impact of the new offering was significant and the organization’s board decided to take it to the next level and reimagine their membership model as a result. In this Meminar™, you’ll learn more about this organization’s transformation and what it took to complete the journey from a disaggregated and ineffective customer service effort to a membership model with anticipatory service at its core.
Who should attend
- Association Executives
- Membership professionals (those responsible for bringing in new members and keeping the ones you have. i.e., membership directors, membership managers, membership coordinators, and membership assistants.)
- Membership engagement and retention professionals
Takeaways
- A PDF copy of the presentation
- Recording of the live presentation
The Next Steps, LLC is a CAE Approved Provider. As a CAE Approved Provider educational program related to the CAE exam content outline, this program may be applied for one (1) credit toward your CAE application or renewal professional development requirements.
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* All Meminar™ offerings are subject to change.