We remember moments…

We remember moments...

“We do not remember days, we remember moments." - Cesare Pavese

Another way of looking at this is that it's the small things people remember, not the big ones. For example:

  • Your members and customers won't remember the roll out of your new AMS, but they will remember that their contact information wasn't correct in the online directory.
  • Your members and customers won't remember all the sessions from your annual meeting last year, but they will remember that they had to wait in line a long time to get their badge.

And of course, they'll remember the positive experiences, too:

  • Your members and customers won't remember how much they've spent on your programs all year, but they will remember that you gave them a full refund when they canceled their event registration, even though it was past the cancellation deadline.
  • Your members and customers won't remember how much work they put into the last presentation they made at your organization's meeting, but they will remember that you sent them a handwritten note thanking them for their contributions.

Moments are what people remember, both good and bad. What are you doing in your organization to make sure every moment with a member and customer is a positive one?

Wes's Wednesday Wisdom Archives

Painting the Bridge

May 24, 2023

Painting the Bridge According to this article, the Golden Gate Bridge is painted continuously year-round. …

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Maintenance isn’t sexy

May 17, 2023

Maintenance isn’t sexy I remember reading once long ago that one of the reasons our …

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“Will I still have a job when this is done?”

May 10, 2023

“Will I still have a job when this is done? While working with a client …

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Evolution, not revolution

May 3, 2023

Evolution, not revolution I don’t recall where I first heard it many decades ago, but …

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The power of the users’ group

April 26, 2023

The power of the users’ group Recently in an online users group forum for an …

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Who is your data evangelist?

April 19, 2023

Who is your data evangelist? I was recently talking with a client of mine about …

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Who is your data evangelist?

April 19, 2023

Who is your data evangelist? I was recently talking with a client of mine about …

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Ratio of Data to Errors

April 12, 2023

Ratio of Data to Errors One of the elements of a good data governance plan …

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Back to basics

April 5, 2023

Back to basics Over the past couple of years I’ve noticed that some AMS vendors …

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Your people matter

March 29, 2023

Your people matter I’ve written many times about how people, process, and technology have to …

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