Bruce R. Matza is a well-known speaker, mentor, and facilitator. He brings a wealth of experience in executive leadership, retention, and customer service. He has over 35 years of experience with such prominent brands as Neiman Marcus, where he was a senior executive for 21 years. Bruce has advised numerous organizations including Walt Disney World, Harrods of London, Marriott, Motorola, Harley Davidson, Mandalay Bay Hotel & Casino, National Retail Federation, National Restaurant Association, American Society of Association Executives, US Chamber of Commerce, United Way of America and many others. He is author and creator of Becoming a Customer Service Star, initially designed for Walt Disney World. Now in its 3rd edition, the assessment has been used by more than 250,000 customer service professionals around the world.
Understand who your Members are and why it's important to focus on retention strategies that are tailored to them to maintain loyalty and keep value high.
