I recently read an article in the Harvard Business Review titled “The Parts of Customer Service That Should Never Be Automated” by Ryan W. Buell. It offered an interesting perspective regarding the impact of automation on customer service and human interaction.
Topics: customer service
AH's President & CEO Bob Waller Jr., CAE explains what an association management company is in the final episode of the Bob's Corner series.
Topics: Association Management
Creating Rolodex-inspired micro-volunteer opportunities
When it comes to volunteers, some folks shine by doing the heavy lifting of organizing and project management. Others make a similar impact just by opening up their phone directory. You likely know the players in your organization who seem to know everyone in the business. Futurist Malcolm Gladwell calls these people Connectors. When asked to do a small and specific task to support their association, Connectors will happily place a call or tap out a text to someone they know. With very little effort from the member, a valuable connection is made and you’ve onboarded another volunteer.
Associations are under constant pressure to secure non-dues revenue streams and bring in exhibitors and sponsors to help offset costs of delivering conferences and programs to members. Often, for smaller associations, it’s the executive director or meeting staff that takes on the task of identifying corporate supporters and trying to convince them to purchase a booth or be the reception sponsor. It can be a daunting task to say the least, especially when those association professionals are not necessarily equipped with sales training and experience.