HPN Talks

Customer Service.

At our HPN Fall Conference September 6-8 we’ll be gathering around this topic—how your association—or healthcare—can harness the power of strong customer service to retain members—or improve patient satisfaction.

If you’re an HPN member, you’ve probably spent a lot of time practicing good customer service with your organization’s members.

The point is, you’ve got stories.

  • What was you or your organization’s last customer service success? How did you accomplish your goals?
  • How do you train, monitor or improve customer service skills in your organization?
  • What are the outcomes of good customer service? How does it improve the work of your organization?
  • What skills do you need, now, to provide good customer service that you haven’t needed before?

These are just a few questions we are sure you, as a healthcare association executive or HPN member, could answer—and that’s exactly what we want you to do at our meeting.

For the fourth consecutive meeting, in addition to our usual expert sessions, we’re asking members and guests to present for 5-15 minutes answering a conceptual or practical question and sharing practical knowledge and insight into customer service and association management, all in bite-sized pieces. Think HPN meets TED!

Every attendee should submit a short answer to one of these questions, or a proposal for a short presentation about how you or your organization has advocated for healthcare professionals.

You’re an expert—get recognized. SUBMIT A RESPONSE »

Don’t forget to register to attend our Fall Meeting. We’ll follow up with you shortly.

Inspiration & more.

While the theme for our Spring Meeting is customer service, and we hope you’ll have stories to tell about our theme, we also have standing prompts for topics of relevance to healthcare association executives and professionals.

Value & Inspiration

  • How do your members inspire you?
  • Describe a time when you learned something new about your membership that changed the way you communicate with or manage your association.
  • In the past five years, what have you added to your association’s value proposition?
  • When was the last time you learned something that changed the way you think?
  • How do you harness the power of teams in your association?
  • What’s the toughest decision you or your board have had to make for your association?
  • What matters to your members – and how do you know?

Methods & Skill Building

  • How do you mobilize your membership around a cause?
  • How does your organization select which advocacy issues to prioritize?
  • How has communicating with your members changed over the last five years?
  • What’s the biggest “language barrier” you face in communicating with members, new members, or potential members?
  • How do you filter or tailor information to your members’ preferences?
  • How do you facilitate communication between different generations?
  • How do you stay on top of the latest technologies and methods of communication – what’s something new you’ve tried and succeeded using?
  • How do you get and keep members engaged in the work of your association?
  • What skills do you need, now, to be an effective advocate or leader that you haven’t needed before?
  • How does your organization encourage or facilitate networking between members?
  • How do you build relationships with like-minded organizations? What’s the rallying force?

Nitty Gritty: Specific Successes

  • What was you or your organization’s last advocacy success? How did you accomplish your goals?
  • What was your most successful member survey in terms of response rates, and why do you think it was so successful?
  • Describe an email that got a disproportionate amount of “opens.” Why? How?
  • How do you create an email that is visually stimulating or engaging to ensure members read them?
  • How do you choose the right medium for communicating an idea? Give us a few good examples!
  • Do you personalize mass communications? How? And how do you measure its success?
  • Give us an example of success using social media – how & why was it successful?

Or, submit your own idea! Any short topic that addresses ideas similar to those above, (illustrative examples, practical knowledge or experience, specific successes in association management, communication, dissemination, advocacy, etc.) are all valuable to other HPN members.

You have the stage! SUBMIT A PROPOSAL »