Trillium Insights

Thoughts and Insights from Trillium's Practice Leaders

Customer Experience Can Make or Break an Association

Customer Experience Can Make or Break an Association

In the past, the journey of an association member was a simple one – a member would begin working within the profession, they would sign up to become a member of the association, they would attend the annual meeting, and they would hopefully see enough value to purchase non-dues revenue rela... Continue reading…

What is the Real Business Impact of a Bad Customer Experience?

What is the Real Business Impact of a Bad Customer Experience?

Companies that continually deliver poor customer service go out of business very quickly.  Given the availability and ease for customers to switch to a competitor, customers are becoming even less tolerant of poor customer experience.  It does not matter the type of business you have or ... Continue reading…

Why Should I Care About the Customer Experience Our Company Provides?

Why Should I Care About the Customer Experience Our Company Provides?

In New Media‘s 2018 “Serial Switcher” report, it reveals that poor customer service is costing businesses more than $78 billion annually.  That is an increase of over $12 billion from their last report in 2016. The report states that “The number of U.S. consumers w... Continue reading…

A Customer Experience Recovery During a Major Power Outage

A Customer Experience Recovery During a Major Power Outage

As the result of a recent storm our power went out.  It was a bad storm that knocked out service for hundreds of thousands of people in Chicago.  Our power provider suggested that customers use their mobile app to report the power outage and to check back to see the status of the outage.... Continue reading…