Author: joanmac

Membership organisations play a vital role in society by providing a voice to their collective. In recent times, however, the role of the membership organisation has been heavily disrupted.

The digital age has opened up vast opportunities for people to connect, belong and glean information. Through these online forums, people within communities and industries have achieved a sense of unity and shared values. The solidarity once prized as the primary asset of a relevant member association is now a weaker proposition. How do membership organisations rebuild their relevance and viability?

Most loyalty program operators live with sub-par customer survey scores. When it comes to the customer experience, most loyalty program operators acknowledge they have a problem. The challenge is how to improve the customer experience and customer satisfaction scores while minimising the cost of the fulfilment.