Scott Gerber

So I would say with us, it's first and foremost, listen and learn.

The idea that we literally are speaking to our members on a very regular basis throughout the year individually as people in an unscripted fashion.

How?

Is it like emails, phone call, letter?

A combination of all the above.

It is about learning what kinds of communication they prefer.

In some cases, people are only email.

In some cases, they prefer a phone, whatever it is.

But again, learning the playbook of you as an individual and making sure we care about you as not a number, but as a member that is looking to receive value as that individual.

So that's number one.

Number two, you know, I would argue just making sure we're always one step ahead of the greater goods needs.

And so what I mean by that is, you know, when you have a population the size of YEC, you know, you're talking about, you know, companies that, you know, collectively are generating 13 billion, have 9 billion in venture capital behind them and 30 to 40,000 employees.

So there's a lot of different things that those companies collectively are going through.

And the ability to see what at a high level, you know, almost a macro level,

All those companies are experiencing so that we can figure out patterns and say, okay, we think that right now because of XYZ government's regulation or this particular new trend in conversion or whatever it is, we're seeing 10% of our population care about this specific thing.

Let's go find a provider, a partner, someone that can either provide an educational experience or a service that's not available to the common man, if you will, that we can bring into our experience as a benefit.

So it's really understanding in real time what is important to the membership and adapting the benefits portfolio to that effect.

And then frankly, the last thing, and I'll be honest, is when we mess up, do everything in your mother to basically make sure that we're honest about it.

And we say, what can we do?

You know, it's not like there's anything ever that's been catastrophic.