Balancing Automation with Customer Service

Posted by Holly French on Sep 13, 2018 10:13:23 AM

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.  

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Topics: customer service

Three Strategies to Retain and Engage Association Sponsors

Posted by Kristy Cohen on Aug 10, 2018 9:45:25 AM

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.

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Topics: customer service, Retention

Is Your Welcome Email Powerful?

Posted by Holly French on Jul 11, 2018 9:13:20 AM

When was the last time you thought about the Welcome email your Association sends to new members? Do you know if the information is still relevant? Do you send a quick casual message and move on?  Or have you crafted a powerful, personal message welcoming your new members into your Association family? 

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Topics: customer service, Membership

Earning your Customer Service Certification

Posted by Janelle Lerza on Oct 3, 2017 11:46:49 AM

I have worked in customer service for over 10 years and have experienced the best and worst possible scenarios when dealing with a customer. Recently, I earned my Customer Service Manager-Advanced Certification through the Customer Service Institute of America. Not only did I learn all the different aspects in customer service, it taught me how important certification is. Becoming customer service certified demonstrates that I have gained the knowledge and skills in customer service and can perform the best practices in my current employment.

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Topics: customer service