Personal Customer Service in a Digital Age

In a world where automation, AI, and self-service tools are becoming the norm, exceptional human customer service stands out more than ever. This session explores how today’s teams can deliver personalized, memorable experiences—without sacrificing efficiency or the benefits of modern technology.

Attendees will learn how to blend digital tools with genuine connection, recognize opportunities to elevate interactions, and adapt communication styles to meet the expectations of today’s tech-savvy members. From managing online reviews to crafting meaningful in-person moments, this class offers practical strategies to strengthen member/customer satisfaction and build lasting loyalty in a digital-first landscape. Whether you are in the membership arena, managing volunteers or selling to associations...ALL of these require stellar customer service to be successful.

What you will learn:

• Learn how to effectively blend digital tools and self-service platforms with a personalized, memorable customer service experience
• Recognize opportunities to elevate both online and in-person interactions to meet the expectations of today's tech-savvy members
• Apply practical strategies to strengthen member or customer satisfaction, manage feedback, and foster loyalty in a digital-first environment

Publisher:

Florida Society of Association Executives

Credit:

If applicable, you may obtain credit in multiple jurisdictions simultaneously for this program (see pending/approved list below). Registrants in jurisdictions not listed below will receive a Certificate of Attendance/Completion that may or may not meet credit requirements in other jurisdictions. Where applicable, credit will be only awarded to a paid registrant attending the live program at their own computer and phone.

How to attend:

Join the live program from your office, home, or hotel room using a computer with high speed internet. You may ask questions, participate in evaluations, and post comments from your computer during the program. Please note that credit (if available) is only provided to registered attendees participating at their own computer and phone. Simple instructions with a link to the program will be sent when you register and again the day before the webinar.

About the Presenter: Russ Webb, CAE

Russ Webb, CAE is the Executive Director of the Bay Area Apartment Association, having moved to the Tampa Bay Area in 2020 after 21 years of managing the Atlanta & Georgia Apartment Associations. A tech junkie and speaker extraordinaire, Russ is a teacher at heart and the originator of edu-taiment -making people laugh while learning.

Other questions?

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