Where SWST stands and where should it go? Providing member value

摘要

Considering that the price of getting a new customer is estimated at about 10 times that of maintaining a current customer, knowing how to deliver customer value consistently and repeat-edly may be the best investment a company can make. This concept is directly applicable to pro-fessional societies and their members. In this is-sue of wood and Fiber Science are the results of a survey conducted to better understand SWST member perceptions of the services pro-vided to them by SWSI. These perceptions directly translate into what members perceive to be of value to them. Members in a sense are SWST customers and, as such, demand value from their membership in the Society.