Pros
It has taken years for AAA to build the brand reputation it has today. As the competition gets tougher and the consumers more demanding we need to do everything possible to preserve the AAA name. We owe it to our Members who trusted us, our past Board Members and Executives who led us and our past/present employees who believe in what the AAA name represents.
Cons
We have been working on our website for the past several years now and other organizations still out pace us. Daily, you can look at many other websites and see that we have fallen behind. When you view the websites of our competitors it is clear that navigation is much simpler and content is easy to understand. On a positive note, our website reporting has improved and our plans to improve the system are good. We just need to improve our ability to execute. Our Sales Representatives are looking forward to the new MemberPoint 2.0 system rolling out as presented in past communications. We are counting on it working correctly as it will make a huge difference in new sales and the reduction of handling time. We realize the December launch date was delayed to ensure a smooth deployment but as a result, we also trust that the system will be robust with member information; member preferences and more importantly, it works correctly. If not, we fear the employee and member impact will be significant. Another area we need to watch closely with the Club is the level of outsourcing. In many organizations new leadership tends to pull this lever as it delivers short term results and is a good resume builder. If not preformed correctly or thoughtfully the backlash usually hits about 18 to 24 months later as customer satisfaction declines and employees with historical knowledge have been released. The result is you either proceed forward in hopes to improve the relationship with the vendor or bring the work back in house but still struggle because your knowledge base (employees released) have moved on.
