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Webinar: The Member Experience

January 31 @ 12:00 pm - 1:00 pm

Learning Objectives:

Understand how to create and deploy program.

Review how the Member Experience Program can serve as part of the centers strategic plan to increase member visits, member satisfaction, and overall retention.

Learn how to tie into your organizations existing service excellence program to promote your hospitals positive service excellence culture and reward your top performers.

Brief Overview:

In this presentation, the speakers will explain the importance of the Member Experience Program and how the Ladder System differs from most Customer Service Programs that use the Pillar System. They will explain the origination of the Member Experience Program, how it was implemented to our leadership and staff and how they have developed the program over the last five years. Attendees will also see how participants can design a program like this for their own facility.

Continuing Education Credits (CECs):

This webinar has been approved for one contact hour by ACE, ACSM, AKTA and MFA. Current members of the association receive complimentary credits after completing post-webinar survey. Non-members may purchase them for $25 after completing post-webinar survey. Payment must be received before CEC can be issued.

Certificate of Attendance is free to MFA members. Non-members may receive a Certificate of Completion for free.  This Certificate acknowledges attendance at this webinar, but may not be used to petition for any educational credit without the payment of CEC Fees for non-MFA members.


Current members of the association receive access to archived webinars with audio recordings within 72 hours of the live event. Members must login to the website to view these archives located under the Education Tab. Non-members may purchase the audio recording for $25. Payment must be received before recording can be issued.


Everyone who registers and attends this webinar will receive a copy of the presentation in PDF format.


Anneke Hill, Program Coordinator, UNC REX Wellness Center

Jenny Langdon, Operations Manager, UNC REX Wellness Center


January 31
12:00 pm - 1:00 pm
Event Category:


Rebecca Nordan


Online Live Webinar