In a recent podcast with John (stay tuned for release date), we explored the profound impact of curiosity on Customer Experience. Our conversation was inspired by Brian Grazer’s enlightening book, The Curious Mind: The Secret to a Bigger Life. This…
A 2008 paper entitled “Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relationships in Services” by (Kin et al., 2008) compares the way loyalty is formed in relational services (hair salon) versus transactional services (fast…
Where do you begin? You’re the expert in your department on customer engagement, yet alumni are engaging with your brand across the institution and with each other at events. Your volunteer leaders represent the brand the experience they have with…
So, you’re thinking of creating a space for alumni. Perhaps it’s a stand-alone structure, maybe it’s a floor of a building or a room. Whatever it may be the first thing you want to do is to figure out how…
Managing seven part-time help desk employees is tough. The key to success is communication and keeping them, our team, updated on what’s happening. When I worked in retail, the staff was all part time, with the exception of the managers.…
Alumni Relations supports the development process of the institution by offering different ways in which for alumni to connect with each other and the institution. In the “Fundraising Fundamentals, Section 1.2” CASE lists seven ways in which alumni relations plays…