Customer Care

Doug Bartel
Chair
Senior Director of Business Development and External Relations
Florida Blue

Staff Contact

305-577-5471

Goals

In the first quarter, re-assess membership levels and benefits to provide increased value to different business populations and opportunities for each level to advance to the next level:
  • Re-evaluate pricing of membership levels and events to protect integrity of each
  • Explore membership benefits that attract member and non-member entrepreneurs and consider a pilot model to attract non-members from this particular segment
 
Strive for an industry high standard of Chamber membership retention of 75 percent:
  • Ensure that Customer Care guidelines are being adhered to throughout the membership cycle, at critical touchpoints and through all communications with members in order to foster the highest levels of engagement
  • Maximize the features of the Chamber’s database for an enhanced Customer Relationship Management (CRM) experience to adopt best in class industry standards for all communications with members and nonmembers and ensure timely updating of records.  Provide a report on these improvements with Chamber leadership by the end of second quarter of the fiscal year.
 
Develop guidelines to ensure that best in class customer care practices are in place for sponsors and attendees at all Chamber events.
 
Ensure Chamber Ambassadors connect with new members at least three times in the new member’s first year, and facilitate new member receptions.