EVOLVE NEWS
ATTENTION TO
Detail
Key to Successful Member Services by Aaron London
Whether it’ s called customer service or member services, paying attention to the details can be the difference between success and failure for a business or an organization. For a look at how member services can shape an organization’ s long-term prospects, EVOLVE Magazine spoke with Nancy Keefer, president and chief executive officer at the Daytona Regional Chamber of Commerce, about the organization’ s efforts to engage and serve members.
Q: As a member organization, how important is it to maintain and enhance the member experience at the Chamber?
Keefer: We know that there are many choices for businesses to support. We embrace a culture of exceptional member service and develop a mindset of continuous improvement. Without our members, we do not exist.
Q: What kind of programs and policies does the Chamber have to improve members’ relationship with the organization?
Keefer: We rely greatly on our Ambassadors to help us connect with our members on a regular basis. Whether it’ s welcoming them to the community, helping to introduce them to other members at events or to be a personal liaison if needed, our Ambassadors really step up. We also firmly believe in supporting our members by encouraging a“ buy local” mentality. The staff at the Chamber believe in an open-door policy and truly care about the success of our members. We love to celebrate the success Nancy Keefer of business through awards programs and positive social media posts and Chamber communications.
Q: Customer service has long been a foundation of business success. Does the Chamber work with its members to improve their customer service policies and procedures to grow their businesses?
Keefer: We have provided workshops on customer service. We also focus on this at our Youth Skills Summit where we teach high school students etiquette across several areas. We lead by example with exceptional member / customer service by making sure our members know we value their investment and truly want to know their pain points so we can help them succeed.
Q: How have attitudes about customer service and member experience changed during your tenure at the Chamber?
Keefer: As the world around us changes we need
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