Sep 21, 2026 · 38 min · 11 segments
Every missed event, every confused member, every call that should have been a click. That is the gap between what a club intends and what members actually experience. Join Derek with Jason Lisi…
Jason LisiGuestDerekHostAs you said, you are a club member.
So you have this unique perspective of being on the member side and also serving the clubs professionally.
As a member, what's one thing that you think members notice about how a club shows up digitally, whether that's the website or in their day-to-day communications? What's something that the club's maybe not realizing right away that you as a member, because of your experience, can predict?
Well, I will tell you one of the things that we always attempt to do in everything we build and every system that we set up for private clubs really comes from an idea that, you know, ease of use.
But it really comes from an idea that Jeff McFadden, the pioneering GM, now CEO of the Union League of Philadelphia, and we've been members of the Union League just about the same time of his tenure.
He talks about reducing friction in a member wanting to do something and then being able to do something.
Sometimes you would have to call in and make sure you got the right person and then make sure you gave all that information or sometimes they would even have you would send in a postcard, right? You'd send in a postcard to reserve
for something like that.
And there's friction in that.
So you say, what do members notice that the clubs might need to understand? Really, it is that ease of use in every other aspect of their life.
And they're used to that, you know, the members, you know, generally, on the wealthier end of, you know, US society, um, uh, you know, are used to things working, things being easy to access, things being, you know, um, seamless.
Now there's a ripple every once in a while, but, you know, seamless in doing, um, things.
And so their club, they're, Some people call it their third place, fourth place, whatever you want to say.
Those members are used to being able to click on something, reserve, change their reservation, that type of a thing.
And so the more members are used to the ease of use in other areas of their life, they want their clubbed.
on which they are spending a terrific amount of money to have that same ease of use.
As you said, you are a club member.
So you have this unique perspective of being on the member side and also serving the clubs professionally.
As a member, what's one thing that you think members notice about how a club shows up digitally, whether that's the website or in their day-to-day communications? What's something that the club's maybe not realizing right away that you as a member, because of your experience, can predict?
Well, I will tell you one of the things that we always attempt to do in everything we build and every system that we set up for private clubs really comes from an idea that, you know, ease of use.
But it really comes from an idea that Jeff McFadden, the pioneering GM, now CEO of the Union League of Philadelphia, and we've been members of the Union League just about the same time of his tenure.
He talks about reducing friction in a member wanting to do something and then being able to do something.
Sometimes you would have to call in and make sure you got the right person and then make sure you gave all that information or sometimes they would even have you would send in a postcard, right? You'd send in a postcard to reserve
for something like that.
And there's friction in that.
So you say, what do members notice that the clubs might need to understand? Really, it is that ease of use in every other aspect of their life.
And they're used to that, you know, the members, you know, generally, on the wealthier end of, you know, US society, um, uh, you know, are used to things working, things being easy to access, things being, you know, um, seamless.
Now there's a ripple every once in a while, but, you know, seamless in doing, um, things.
And so their club, they're, Some people call it their third place, fourth place, whatever you want to say.
Those members are used to being able to click on something, reserve, change their reservation, that type of a thing.
And so the more members are used to the ease of use in other areas of their life, they want their clubbed.
on which they are spending a terrific amount of money to have that same ease of use.
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