On The A100 Podcast, Nathan Chamberlain, director of membership for the American Association of Nurse Anesthesiology, shares his expert insights into building member value through empathy-driven strategies and cutting-edge technology. Chamberlain discusses how AANA prioritizes fast, accurate member services and explores their innovative micro-credentialing program, designed to meet members’ evolving educational needs. He also highlights the importance of data-driven decision-making in personalizing the member experience and using feedback to inform strategic improvements.
One key takeaway is how AANA increased its customer satisfaction score by 50% simply by listening to members’ feedback and replacing an automated chatbot with real human support.
– Colleen Lerro Gallagher, OnWrd & UpWrd, The Association 100
