Wednesday, March 26, 2008

How you treat your members

I went into a bank for the first time in I don't know how long. I always use ATMs and online banking, but today I needed a cashier's check. As I waited in line, watching the tellers shuffle back and forth behind the counter (wondering who they were helping), it made me think about how associations treat their members. If you have an eMembership or a large number of members who do a majority of their association stuff online, what is the experience you give them when they do come to you in person? Is it just like the experience your other members have (the folks who come into the bank every week)? Should it be?

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