Ever since associations were first formed over a century ago, their executives have had a problem:
They have a large group of people they need to take action – join, renew, purchase products, attend events, advocate at the capitol, etc. While their membership may seem homogeneous, even small associations have a great deal of diversity among their members.
First, defining what customer experience is will help lay the foundation for how associations can apply it to their member services. Customer experience is a culmination of product, service, and the experience before and after a sale that results in how the customer perceives your brand.