Loyalty Research Center

VIDEO: Calculating Customer Financial Value

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 …

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Infographic: National Standards VS Chapter Autonomy

Recently, we’ve been focused on chapter consistency and how it can make or break your member experience. However, too much oversight from the national level can tax your time and resources.  How do you strike the right balance between maintaining consistency across chapters and giving them the autonomy that they desire? A recent client found …

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Loyalty Learnings #4: Key Questions to Ask for Consistent Leadership

  One of the areas where we find inconsistency in the chapter experience is having consistently high quality leaders. In some instances, you just have natural turnover of leadership.  They move through the ranks and they’re not longer interested in being involved.  But some of that might be you at the national level poaching those …

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3 Ways to Improve Chapter Consistency

Chapters were created to meet members where they are, providing a forum for local networking and collaboration. While remaining under the umbrella of national, autonomy was given to local leaders to help contribute to member engagement. However, for better or for worse, rarely are the chapters fully autonomous. There is a significant amount of national …

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