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Lesley Boucher Speaks at MACPA Event in April

ORI’s Vice President of Consulting and Customer Experience, Lesley Boucher, spoke at the Maryland Association of CPAs’ (MACPA’s) 2016 Government and Not-For-Profit Conference in April. In her session Supporting Association Growth: A Strategic Approach to Strengthening Engagement, Lesley discussed:

  • Understanding the customer and member data you have and how to incorporate that “voice of the customer” perspective into growth strategies
  • Recognizing when you have a high-level understanding of customer/member behavior and preferences—and when/why you may need to dive deeper to “find the gold”
  • Best practices for building a customer/member-centric organization, focusing on the critical connection between customer feedback and employee insights on how to improve the member experience—which is the essence of engagement

When:
Friday April 29, 2016
8:00am – 5:00pm

Where:
University of Maryland, University College

For more information about this event, please click here.