Magazine article Nation's Cities Weekly

Member Relations-A New Way of Doing Business at NLC

Magazine article Nation's Cities Weekly

Member Relations-A New Way of Doing Business at NLC

Article excerpt

Imagine this: NLC's Member Service Center, the most convenient, one-stop shopping resource for best-in-class research materials, information, city saving programs and merchandise that differentiates itself by providing best-informed service on frequently asked questions about conferences, membership, educational seminars, technical assistance programs, local government management inquires and advocacy issues. This is where we are heading!

As part of an internal restructuring a year ago, customer service at NLC became an integral component to all of NLC's work. Now, a dedicated member relations team services NLC's membership by providing a centralized one-stop shop for information about membership and NLC programs and products.

The goal of the member relations team is to provide best-in-class customer service, improve efficiency and effectiveness and take advantage of opportunities to cross-market services, improve internal and external communications and enhance knowledge sharing. Its scope is serving as the first point of contact for members, answering frequently asked questions across the organization.

The NLC member relations team is proactive in gathering information on the latest developments within the organization to provide members with immediate information or put them directly in touch with the subject specialists on the NLC staff.

An outreach team, which consists of a staff representative from each department, discusses and shares information on new products, services, programs and events. …

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