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Posted by Ashley Autry on Dec 18, 2018 3:33:15 PM

The holiday spirit is in the air at Access this time of year. When you walk through the office halls on any given day in December, you're bound to see decorated cubicles, a Christmas tree in the front lobby, and employees participating in spirit days full of baked treats, festive socks, ugly Christmas sweaters and more.

In fact, we just celebrated a great year with our annual company holiday luncheon - where we reveled merrily about the work put in over this past year to support you. Our clients. Our merchant partners.

In short, our friends. 

Whose job is it to create member / customer loyalty for your organization?

Account managers? Customer service reps? Maybe YOURS?

You may even have a team in your organization dedicated to the client experience, like we do.

According to our VP of Client Success, Emily Hayes, EVERY SINGLE employee is an important player in the member retention and satisfaction game. From web designers to shipping clerks to payroll representatives, each employee should understand how their efforts contribute to happy members.

Because when organizations get it right, and members are loyal, the payoff can be huge. Research shows that 81% of emotionally connected consumers will not only promote the brand among their family and friends, but they will also spend more.

And we’re not talking pennies.

Repeat customers spend 67% more than new ones, according to one study.

So…member retention, engagement and loyalty are clearly a big deal.

But what about the employees at your organization… the ones expected to create engagement-invoking, loyalty-inducing experiences for your members?

What about THEIR retention, engagement and loyalty? Does THAT matter?

Human resource departments are typically tasked with keeping workers happy. And in the tightest labor market the U.S. has seen in 5 decades, HR professionals are learning that it absolutely matters.

A lot.

Engaged Employees Lead to Engaged Customers

Studies show that if you are looking to engage customers, the best place to start is with engaged employees. In fact, a study conducted at Cornell University linked companies on Fortune Magazine’s Best Companies to Work For with higher customer satisfaction scores.

The payoff comes in both retention and revenue. One report suggests companies with engaged employees see 233% greater customer loyalty and a 26% greater annual increase in revenue.

We’ve written before about how engaged employees = engaged customers, but it’s never been more evident than it is today.

See the Slideshow

The unemployment rate recently descended to 3.7% - the lowest it’s been since 1969 when millions of men were pulled out of the workforce by the Vietnam War Draft. The Fed considers the “natural” rate of unemployment to be between 4.5% and 5%. So at a rate this low, there are more open jobs than workers to fill them.

And, frankly, it’s impacting the customer experience.

Posted by Brandon Carter on Dec 27, 2016 9:34:00 AM

It's hard to believe that another year is already at an end, but the cold weather and snow outside our office are constant reminders that 2017 is just around the corner.

Looking back, 2016 was probably our best year ever. We know, it seems like we say that every year!

But it's true - Access Development experienced more growth and success than ever before. 2016 was just the latest in a steady upward trend for several years in a row now.

So what happened this year that's been so great? Here are just a few highlights from Access' 2016:

Posted by Brandon Carter on Dec 22, 2015 8:30:00 AM

As 2015 draws to a close, those of us at Access Development wanted to take a moment to say thank you to every one of our clients, partners, and contacts who helped make this year the best one yet. Along with our best wishes to each of you, here’s a brief recap of why 2015 has been so special - and why we think 2016 will be even better.

It was an unprecedented year in our product development, as we introduced five key solutions intended to address specific needs:

Posted by Brandon Carter on Dec 31, 2014 9:32:00 AM

 Access turned 30 this year. 

If we were embodied in an individual, we might have spent this year moping around, complaining about how hard it is to recover from parties that end at 2am. Or constantly telling people how 30 "Doesn't really feel all that different."

Instead, we're glad to report that 2014 has been the best in company history.

In keeping with the traditions of the holidays, we wanted to send out an update to our friends and colleagues on what’s been a very eventful 2014. Here are some of our more meaningful highlights from this past year:

Someone has been a jerk to you today.

It may have been during your commute, or maybe someone stole your parking space just as you were pulling in.

If you’re like me, just recalling the incident gets you worked up all over again. Your shoulders tense up, your stomach churns, and you think about all the snappy one-liners and responses you could’ve thrown out to put that worthless, snot-nosed barista right in his place.

If you experienced boorish behavior today, you’re not alone. Incivility may not be a growing problem – it’s always been around in some form and always will be – but people are growing sick and tired of it.

The uncivil world presents an opportunity for businesses: be a part of it and suffer the consequences, or be a personable, polite island of peace to customers, who just want to be treated like humans.