During a crisis, you have a unique window of time to position yourself as “being there” for your members in arguably their greatest time of need. You should immediately be assessing what you could – and should – be doing to help and how easy it is to do business with your association during that …
The Case for Asking Tough Questions and Listening to Your Members in Times of Crisis Read More »
Edited Transcript: A really valuable tool for most companies is to integrate loyalty analysis with metrics that firms capture internally about the customer experience. Let me give you an example. We had a client who had product changes that the customer did online. So, I as a customer would get online to change the configuration …
Loyalty Learnings #18: Integrating Survey Data With Internal Metrics Read More »
Advocacy – in terms of political support, legislative activity, and consumer-focused efforts – have long been a challenge for REALTOR® Associations, both at the local and state levels. Since advocacy is one of many benefits offered by local associations, we typically find that members are divided in terms of their evaluations. Roughly half truly value …
SOLD: The Case for Advocacy as a Focus for REALTOR Associations Read More »
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 …
Loyalty Learnings #17: How to Engage Your Retiring Members Read More »
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 …
