Chapter 2
Commitment to Purpose
Commitment to Purpose: Consistently exhibiting a customer service culture and an alignment of products and services with organizational mission.
How do you measure success?
When asked that question, the CEO of one association in the study group responded, “We measure success by how relevant we are to members: Are we meeting their needs? Are we anticipating their needs?”
That member-oriented mindset and focus clearly emerged from the study group. In how they are organized and operate, the study associations always focus first on what they can do for members, by anticipating and meeting member needs.
Here’s how one staff member at an association in the study group articulated this commitment: “We always put the member ...
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