https://www.youtube.com/watch?v=48YmWfPOobM&rel=0 Challenge your business model! In this short clip Kate Feather, EVP and Director of the Customer Experience practice at PeopleMetrics, explains to moderator Tess Vigeland and the THINK 14 audience how simply shifting your perspective can transform your member relationships, and in turn your member experience. Big changes can begin with a little “aha!”