Loyalty Learnings #17: How to Engage Your Retiring Members

Transcript: We’re occasionally asked in Loyalty Research’s Associations Practice, why are you so anti-retired professionals?  Why are you so against investing in our more tenured members?  This couldn’t be further from the truth.  Instead, it’s thinking about it in a different way. Don’t be creating new campaigns, new products, new resources for that particular group […]

An Evident Horns Effect

Background: Client is a mid-sized manufacturer with a competitive edge in the market, being considered of higher quality than competitors in their space, and highly requested among customers of their distributors.  In previous waves of research with Loyalty Research Center (LRC), Client sought a baseline measurement NPS, and understanding of differences in their key verticals […]

Which Type of Advocate Are You?

We’ve seen that association and society members can play various roles when it comes to your advocacy efforts.  However, what kinds of roles can your organization play for your members? There are three different roles that members can expect you to play: as an informer, an influencer, and/or an action-taker.  Some associations are only expected […]

Telling Stories To Communicate Data

Our society loves numbers. We love to create metrics, track progress, create more metrics, rinse and repeat. However, we see so many customer experience professionals failing to bring their customer insights to life. We’re not suggesting you get rid of your Loyalty, NPS, or CSAT scores, but rather think about the number (pun intended) of […]

Hotspot: Identifying Trends to Predict Customer Behavior

Imagine you are an umbrella manufacturer with most of your customers distributed across Seattle, New York City, and Los Angeles. In addition to demographic differences, behavioral differences exist as well: the amount of usage of the umbrellas, the preferred designs of the umbrellas, and what they want the umbrellas for. It is likely a one-size-fits-all […]