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Creating member-centric experiences with empathy and innovation

by The 100 Companies

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

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