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
Friday April 29, 2016
8:00am – 5:00pm
University of Maryland, University College
For more information about this event, please click here.