Module 6 - Member Experience
Module Details
- 2 hours in length
- Online
- Maximum of 5 participants each session
- Seminar feel rather than lecture style
- Interactive questions, discussions and homework
- Course fee includes 20+ page Handbook
- £100 per person (no VAT payable)
Learning Objectives
· What membership experience is and how it impacts on member value and retention
· How to create a list of member experience touchpoints
· How to evaluate each touchpoint and identify areas for improvement
· How to meet diversity/inclusivity and accessibility needs of members
· How to deliver excellent member service across all channels
· How to deal with difficult members effectively
"The most useful thing I learnt was the importance of member voices and how to ensure they feel heard and understood. This module didn't feel overly formal, it was easy to follow allowing me to reflect on not only how I interact with members but also what can be improved on a wider scale. Straight to the point - no jargon. The module highlighted the importance of member interactions and how one negative experience shapes their member experience."
"This is a great course to refresh/introduce you on the importance of member experience. Kerrie is a really enthusiastic membership professional and I left the training motivated to enhance our member experience!"
"I really liked how each section was broken down, with linked examples, such as the key tenets of a great member experience. Seeing this broken down allowed me to reflect more on my own work and organisation and where we needed more improvement or were already doing better than expected. I enjoyed the section on how to deal with difficult members; the core principles gave me more insight into how to break things down again and that there is not always a right answer. I really enjoyed the size of the cohort as it felt like an open, welcoming space. Working in a smaller group meant we all had the opportunity to talk and learn from each other."