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AAA NORTHERN NEW ENGLAND

AAA NORTHERN NEW ENGLAND. NASTO Annual Meeting Portland, Maine. Our Mission. Our mission – the reason we exist – is to take care of our members’ needs whenever and however we can. Creating members for life by exceeding our members expectations through valuable products and legendary service.

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AAA NORTHERN NEW ENGLAND

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  1. AAA NORTHERN NEW ENGLAND NASTO Annual Meeting Portland, Maine

  2. Our Mission Our mission – the reason we exist – is to take care of our members’ needs whenever and however we can. Creating members for life by exceeding our members expectations through valuable products and legendary service.

  3. Team Metrics 2012 call center metrics

  4. Service Quality Metrics

  5. Growth & Efficiency Metrics

  6. Across ACE, a subtle shift is occurring… Why Our Members Matter

  7. Why Our Members MatterOur View FROM THIS… TO THIS… General Solutions “One product fits all” Handing off problems Following procedures Reacting to member requests Solutions specific to each member “Which product fits best” Handling problems Finding resolution Taking action based on knowledge of the member

  8. Why Our Members MatterMember’s View FROM THIS… TO THIS… Being one in 14 million Having to do the legwork Service when it’s available “I forgot.” Not knowing what I need Things costing too much Not knowing who to turn to Being satisfied “Should I renew?” Being one of a kind. Watching Club employees take care of the details Service when it’s convenient for me “The Club reminded me.” The Club recommending what’s best for me The Club saving me money “They’re always with me.” Having the Club exceed my expectations “I’ve got to renew!”

  9. THANK YOU! QUESTIONS?

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