Creating a diverse, cross-departmental “member-first team,” dedicated to providing members with hands-on, customized care and service, is a systematic way of getting true collaboration throughout the organization by motivating staff to enhance the member experience in a significant way.
“When you have someone from a different part of the organization represented on the [member services] team, they are really the voice of the member when they go back to their respective departments,” said Velma Knowles, author and executive leadership coach.
A member-first team is a way to create an environment, mindset, and culture in an association that makes sure the member is the highest priority. It aligns all the different departments to work toward one strategy, which is good for the whole organization.
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