Delivering a World-Class Member Experience Lessons

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Description: Delivering a World-Class Member Experience Lessons From the Mouse Presented at EXCEL 2023 by Dennis Snow Look At Everything Through the Lens of the Member 1 Service Mapping Service Mapping The member The member The member The member The

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slide1. Delivering a World-Class Member Experience
Lessons From the Mouse Presented at
EXCEL 2023

by Dennis Snow<br>
slide4. Look At Everything Through the Lens of the Member 1<br>
slide5. Service Mapping<br>
slide6. Service Mapping The member… The member… The member… The member… The member… The member… The member… The member… The member…<br>
slide8. Service Mapping Ride bus
to hotel Enter
lobby Ride
elevator Ride
elevator Walk to
room Enter
room<br>
slide9. 2 Pay Attention to the Details:
Everything Speaks<br>
slide14. “Attitudinal” Backstage<br>
slide15. Everything Speaks Everything Speaks
Distracter Everything Speaks
Commitment<br>
slide16. Create
Moments of Wow 3<br>
slide17. Customer (Member) Expectations<br>
slide18. Lens of the Member Moments of Wow Everything Speaks 1 2 3<br>
slide19. Member Loyalty<br>
slide21. Delivering a World-Class Member Experience
Lessons From the Mouse Presented at
EXCEL 2023

by Dennis Snow<br>