We are Member Experience (MX) Consultants.

We help Membership Organisations like ACCA and CISI to create exceptional member experiences that drive loyalty and growth.

Understanding your members’ expectations allows you to intelligently optimise their experience.

Our methodology generates novel member insights that inform better decisions, aligns internal stakeholders around a unifying approach, and then optimises the member experience with practical enhancements.

How we do it

Our process.

Deep qualitative research.

A discovery phase that culminates in proprietary qualitative research to truly understand members’ expectations - and how your current experience performs against them.

Collaborative strategy design.

Harness the inSIGHT outputs to align your teams - from the c-suite to the shop floor - around a unifying strategy. Enrich the insights with the institutional knowledge goldmine your team is likely sitting on.

MX optimisation and marketing operations.

Bring your strategy to life with our support: from expertly crafted marketing communications to briefs for internal teams and external agencies, here’s where the MX transformation takes place.

Testimonials

Antonio Silano

Vertu, McArthurGlen, Travelopia, Screwfix

"This is a team which will give you a smart and no-nonsense service, always finding ways to simplify the complexities of member engagement. I worked with them across loyalty, CRM, and latterly to re-shape an entire digital strategy around member needs and member occasions. It’s an effective and refreshing model they have.”

Angela Coton

CAPE

"Bridge Thinking facilitated an engaging and inspiring workshop.

With their help we were able to maximise the diverse thinking in the room to create a new strategy that we all feel connected to and resonated with our values."

Thomas Wasser

ASICS, Shiseido

"They get their hands dirty and take a uniquely pragmatic, member-first approach. I worked with them across a wide range of member projects and campaigns, and was always struck by their quick grasp of the important parts of their clients’ business and objectives. Also their understanding of where and how to target investment in the relationship with members - and where not to waste it. Above all they are honest and open, always making me feel they are trusted partners, here to help.”

Want to understand how you perform against your members’ expectations?