Tag: Customer Service

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An Example of a Really Great Event Registration Email Confirmation

A couple of months ago, I listened to an interview with Brian Chesky, CEO of Airbnb. Brian talked about how he and his team did a brainstorming exercise where they […]

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How Do You Create a 7-Star Member Journey? Lessons from Brian Chesky, CEO of Airbnb

Posted on April 23, 2019

A couple of months ago, I listened to an interview with Brian Chesky, CEO of Airbnb. Brian talked about how he and his team did a brainstorming exercise where they […]

How to Make Your Conference Speakers Feel Special

Posted on January 14, 2019

I get asked to speak at industry and professional conferences throughout the year. While I appreciate the opportunity provided by every organization, I want to give a shout out to […]

The Checkbox War is Over: How to Pick a New AMS Partner

Posted on June 28, 2018

I was talking to my friend Ben Muscolino at Benel Solutions. Ben’s company does netFORUM implementations and other AMS integrations. Matrix Group has several clients in common and we love […]

Why There is Still Room for a Small, Local Player in the AMS Space

Posted on May 11, 2017

Last month, some of the largest AMS (association management software) companies (YourMembership, Abila, Aptify and NimbleAMS) joined forces to create Community Brands, which they describe as “a powerful and unified family […]

Members Want Curation and Insight from Their Associations – Part One

Posted on February 8, 2017

One of the best parts of my job is conducting user interviews. Nearly every Matrix Group project starts with a User Persona exercise where we interview staff to glean their […]

How the Plumber Lost the Business to Home Depot

Posted on November 8, 2012

The dishwasher at Matrix Group died yesterday. If you’ve spent any time with me and my staff, you know that we like to eat and the dishwasher gets a lot […]

JP Rule #10: Never Deliver Bad News Via E-mail or IM. Never.

Posted on June 20, 2012

Just as our moms and Miss Manners tell us to never to break up with someone via email or Facebook, I tell my Project Managers to never, ever deliver bad […]

The Importance of Meeting Clients and Prospects on Their Own Turf

Posted on July 14, 2011

A few months ago, I went to Lowe’s to pick out new carpet for my basement. First, I had to check out some carpet samples so I could try to […]

Tag: Customer Service

An Example of a Really Great Event Registration Email Confirmation

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