Executive Report  |   December 2016
The Member Experience
Author Affiliations
  • Paul Pomerantz
    Chief Executive Officer
Article Information
Education / CPD / Quality Improvement / Executive Report
Executive Report   |   December 2016
The Member Experience
ASA Monitor 12 2016, Vol.80, 8-9.
ASA Monitor 12 2016, Vol.80, 8-9.
Columns like this written at year’s-end are often used to provide readers with a list of accomplishments over the previous months. Although we’ve done a lot to be proud of – and I will talk briefly about a few notable things – I want to use this space to tell you about an overarching initiative that will be at the foundation of all our member service efforts going forward.
Even if you’re not aware of “customer experience” as a distinct discipline, you’ve certainly been on the receiving end of either good or bad customer experiences. Shopping at amazon.com might be the gold standard for a good customer experience. And if you’ve ever had the pleasure of drawing a brand new Apple device from its box, then being up and running on it in a matter of seconds, you’ve been the key figure in one of the crucial steps of a carefully orchestrated multi-step customer experience process.
1 Comment
December 3, 2016
Robert Wagner
Scripps Green Hospital
Easy Step to Good Customer Experience

Your editorial came to me as an e-mail. You caught my attention. I wanted to read the article. However, there was an immediate barrier - I needed to log in to my account. Why make me log in to read this basic letter?

Response From Paul Pomerantz:

Dear Dr. Wagner,


First of all, thank you for your interest in the ASA Monitor, and my December column specifically. 


I’m sorry you encountered difficulty in accessing this content. We do, however, currently feel it is appropriate to restrict access to some content online to members only. As the ASA Monitor is a member benefit, we only allow a select number of articles to be made available without a member log in.


To make navigation on the ASA website as easy as possible, we do offer single-sign on, which means you only need to log in one time to access all content on the website.


That being said, other ASA members have shared similar concerns with us, and we’re in the process of expanding the selection of content that can be accessed without signing in. Recommendations regarding access control are being considered by ASA leadership and the Committee on Newsletter.


Thanks again for your invaluable feedback, and I look forward to helping to improve your experience with all of the society’s services.


Paul Pomerantz, ASA CEO

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