Our Role in the AARP Member Experience

By Phil Zarlengo, AARP Volunteer Transitions alumni coordinator and former AARP Board chair*

There’s a new dimension to AARP’s efforts to improve the experience of its members.  Through the work of a team known as AARPx, there is a deepening awareness of what members are saying about the organization.  The team analyzes the calls and emails that are sent to AARP’s member contact center as well as social media posts.  AARPx is helping the organization be more responsive to problems and opportunities as they better understand members’ views about any aspect of AARP.

There’s also a role for current and former volunteers to help make sure that AARP hears from the public.   Each one of us is invited to download the AARP Frontline app onto our cell phone.  With just a few clicks, we can help make sure that AARP hears from the public – what they like and what they don’t like.  Also, and perhaps like you, I’ve had instances where an AARP member asked me for advice on how to connect with the organization to take care of a need.  I can now use the AARP Frontline tool to easily send a “member in need” message to the member contact center and the follow up is speedy and impressive!  I hope you will join me in using this tool – just click here to download the app onto your I-phone and enter the email you use for the Volunteer Portal.  If you have any questions or use an Android device, call the Office of Volunteer Engagement’s Help Line: 866-740-7719.

In a world where there are a select number of entities like Nordstrom’s that provide top-notch service, I am delighted that AARP continues to strive to deliver the best experience and resources for its members and those over 50.

*Phil also served previously as the AARP Rhode Island State President and continues today as a member of  AARP RI’s Executive Council and State Legislative Committee.