Written by Sophie Adams
“There is only one boss – the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton, Founder of Wal-Mart Stores Inc (Entrepreneur.com)
Once you start the conversation and are receiving a steady stream of actionable member feedback – good, bad or ugly – you will be able to truly understand what your members want; what you can do to meet their needs; what you are already doing that they love; what you need to do to keep them engaged and loyal; and how you can turn them into your biggest and best raving fans.
Your first step?
Decide your strategy – How are you going to collect member feedback for your club?
You have 4 options:
|In Person|| || |
|Suggestion Box|| || |
|Traditional One-Off Survey|| || |
|Net Promoter Score® (NPS®)|| || |
If you are serious about listening to your members, and using this insight as the valuable resource that it is, it is clear that the best way to gather member feedback is using the Net Promoter Score® (NPS®) system.