Automation: Great for Processes, Not-So-Great for Member Services

To recognize the potential in your core, remember that on-boarding isn’t just for members in the first 90 days. Current members who open a new product or opt-in for an additional service represent an incredible opportunity. As soon as that product hits the core, you can start setting expectations for them. Remind them of the product’s features. Remind them how to use it and when to use it. If you are consistently setting high expectations, creating positive member experiences, and effectively communicating the benefits of product or service adoption, everything else will happen naturally. Depth-of-relationship will flourish, single-service households will decline, and member growth will happen because people talk. 

 

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