Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person. Even modern AI-driven phone trees with the polite voice asking “I think you said…” takes forever to navigate.
Summary: Learn about transactional and emotional loyalty, and how to earn them. Understand the importance of member involvement, empowerment, and recognition...
Inflation and other pressures have forced consumers to cut back on expenditures like membership dues. Executives of membership-based groups must expand their...
Member discount programs can be an effective benefit, especially in times of high inflation when members are looking for ways to stretch their paychecks....
More and more large consumer businesses are purposefully devising a difficult and tiresome customer service experience to frustrate customers and generate...
Last month, we released the article Superior Customer Service: Your Loyalty Program's Secret Weapon. In it, we discussed the importance of customer service to...
Kendra Lusty
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