We recently had the honor of speaking at the first Ignite! CX Conference, hosted by the AMA Cincinnati. Marketers and Customer Experience professionals from all over the Midwest attended this hugely successful event dedicated to understanding how to craft more meaningful interactions with your customer base. It was encouraging to see the emphasis on using …
Ignite CX Recap: The Promise and Peril of Customer Loyalty Read More »
In our experience, consistency (or inconsistency) can make or break member experience at the chapter level. We’ve explored the three main areas of inconsistency – leadership, meeting days/times/locations, and meeting agendas – and how they can occur. Now, let’s focus on what changes you can implement to improve your chapter experience. Need help identifying where …
Loyalty Learnings #5: How to Fix Inconsistencies in Your Chapters Read More »
Your most important asset when determining enterprise value is your customers. Customer loyalty helps determine share of spend, retention, margins and more. In our last video, we covered how to calculate the value of your enterprise using customer loyalty. To change the value of your enterprise, you must also look at customer loyalty. To do …
Is member satisfaction one of your key performance metrics? You’re not alone! There’s a fundamental difference between member satisfaction and member engagement in trying to measure the health of the relationship you have with your members. Satisfaction is more of a “happiness index.” It has no correlation with behaviors. For example, a satisfied member is …
VIDEO: Why Member Satisfaction Is Not Member Engagement Read More »
Calculating the financial value of an enterprise is a valuable exercise for any organization, and a great tool to inform ongoing decisions and strategy. Enterprise value calculation has really changed over the last 30-40 years. It used to be based on hard assets – machinery, equipment, inventory, buildings, etc. Since then, it has shifted to …
