Building a Better Member Experience
How product and technology solutions improved the member experience
Two of the many advantages of technology is that – when done right – it can reach around the globe, and at that same time, strengthen relationships and brand loyalties. A global real estate franchisor brand learned firsthand the power of technology when it needed to better engage and retain its franchisees (members).
A crucial lesson for franchisors is this: Relationships are the lifeblood of their business. This well-established brand knew that lesson well. They also knew they had room to improve those relationships – and that members expected and deserved the best tools to do their jobs.
Among the challenges, the company needed to:
RevGen teamed with the company’s tech and management leaders and worked closely to employ digital solutions that addressed member experience, retention, and product development. This allowed the combined group to move forward together and use a nimble approach to adjust to an ever-changing environment.
Together, we identified the following opportunities to tackle first:
Working hand-in-hand with the global real estate franchisor brand, RevGen focused on the importance of solutions that produced a long-term view of the member experience. With that in mind, we dove into three areas: employee experience, customer experience, and program management and delivery.
1. Employee Experience: Alignment and Engagement
2. Customer Experience: Alignment and Engagement
3. Program Management and Delivery