Membership Management Report: From physical place to online space

Membership Management Report: From physical place to online space

If you’re going to the gym, attending meetings for a trade organization, or volunteering at your local charity, the last thing you want to think about are the administrative tasks involved in participating. For organizations and their members, the time and energy spent on handling membership fees, keeping everyone informed about upcoming events, and trying to get in contact is better spent lifting weights, strategizing, and saving the world. (more…)

What is a brand story, and how can you tell yours?

What is a brand story, and how can you tell yours?

Here’s a familiar scenario: you’re sitting around with a bunch of your friends, daydreaming about how great it would be to be self-employed millionaires. You start brainstorming ideas for starting a business together– maybe a delicious sandwich shop, or a bar with a quirky name and no last call. If you’ve ever found yourself toying with an idea like this, you can relate to the brand story of Innocent Drinks. (more…)

Bots for customer service: charge ’em up or power ’em down?

Bots for customer service: charge ’em up or power ’em down?

Questions about AI often lead to answers that sound like they’re coming from a bot. Case in point: I reached out to an AI expert when researching this article who, quite astutely, has a Messenger bot that answers PR requests. The idea seems novel in practice (why shouldn’t an AI aficionado use a chatbot to answer questions?) but the execution left a lot to be desired. (more…)

What is good customer service? 4 experts weigh in

What is good customer service? 4 experts weigh in

A question like “what is good customer service” will never have a simple answer. Customer service delivery and expectations have changed alongside technology, raising the bar for factors like response time and available channels for customers to reach out on. Add to the mix companies with standout customer service like Amazon and Apple, and you’ll quickly see the high (and continuously increasing) standards that companies need to meet in order to give “good” customer service. (more…)