Posted by Kendra Lusty on Oct 6, 2021 9:14:29 AM

Thank goodness for the excellent folks working in the front lines of customer service. You take angry calls and solve problems until the customer is satisfied. You smile at panicked travelers and calm their worries. You talk confused customers through all their questions. You are the glue that binds a customer to their...

Posted by Kendra Lusty on Sep 15, 2021 3:15:16 PM

So you want to add some membership perks to your benefits package. We get it. After all, membership organizations everywhere are discovering how powerful perks are as a recruitment and retention tool. In a previous article about membership perks, we defined membership perks as: extra value added to a membership in the ...

Posted by Kendra Lusty on Aug 31, 2021 9:24:30 PM

Perk is such a happy word. Maybe it reminds you of your perky friend with a talent for breathing excitement into a boring day. Or perhaps it conjures memories of your favorite morning perk-me-up. Or is it the employee perks, like breakroom doughnuts that help you look forward to your shift on Monday? By definition, “pe...

Posted by Gary Toyn on Mar 30, 2021 8:00:00 AM

We’ve written previously about the underlying science behind why discounts are such a powerful member/customer engagement tool. Aside from the rush of endorphins that comes from getting a good deal, evolutionary science tells us that our brains are hard-wired to conserve our resources and avoid inefficiencies. That’s w...

Posted by Kendra Lusty on Mar 17, 2021 8:00:00 AM

Scratch. Bills. Buckaroos. Smackers. Dough. Green. No matter what you call it, there’s just something about cold hard cash. People have more appreciation for items they purchased with cash rather than credit, according to psychologists. Hollywood loves to show suitcases full of benjamins or handfuls of dollars raining ...

Posted by Gary Toyn on Oct 1, 2019 10:58:00 AM

Researcher Gary W. Toyn has long investigated the challenges faced by organizations across the membership spectrum. In this study, Gary turns his attention to the central question of member expectations - and how recent data suggests a growing perception gap among the membership organizations that serve them. At Access...