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Written by Tom Lehman on May 16, 2019 at 9:08 AM | 4 minute read

 

“Digital transformation” is leaving no stone unturned. Its effects aren’t limited just to big consumer brands like Amazon, Netflix Uber. Shimano TR5 SPD-SL shoes, white, size 51Technology has changed how people travel down the path toward membership at your association, and how they engage with your association if or when they join.

A member’s experience with your association or nonprofit used to look different.Shimano TR5 SPD-SL shoes, white, size 49 They might hear about you through a direct mail flyer, send in a check to join, and attend a conference once a year. That was association membership. Their journey to joining your association was linear and sequential.USATuff Cooler Pad for RTIC 45qt - SeaDek Marine EVA Mat - T B - Beetle

Now, they come to your association at various stages of the funnel, or the member/buyer’s journey. And along the way, they expect a different experience from what was the norm 20 years ago.

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USATuff Cooler Pad for YETI - SeaDek Marine EVA Mat - OG Mocha - Marlin Written by Elizabeth Bell on May 14, 2019 at 8:41 AM | 8 minute read

No matter the reason for the change, anyone who has grown an online community to maturity can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.New Craghoppers Men’s 250 Parka Outdoor Clothing Parka

There are logistical and personal challenges to migrating an entire community, like:

  • What if engagement totally dies?Shimano FC-M617 Deore Chainset 10-Speed
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?PANTALONI TREKKING CONgreenIBILI women TRANGOWORLD ESTATE 8313 110 IDHA DN ANTHR
  • What if members start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community could be what it needs to become even better.

DUNGAREES ALE' CRACLE black FLUORESCENT YELLOW Size MTo get you to that new, better place, there are some strategic elements to think about as you transition your community from one platform (be it social media, a different company, or a listserv) to another.

We’re here to help you meet your goals while avoiding these pitfalls.

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Written by SHIRT pink GIRO D'ITALIA 2018 Size XXL on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?NEW Anta KT3 LIGHT Edition - Klay Thompson Warriors ALL SIZES A lot of software companies do. It’s one of those boxes that you check because you know it’s a best practice.

But something else that’s common is when companies check the CAB box just to have one, but don’t end up doing much with it (likely because of the workload it takes to manage). Campagnolo C Record Chainring 44T Road 6 7 8 9 Speed Vintage Bicycle NOSRather than becoming the product and customer experience-changing entity that it has the potential to be, many CABs go into hibernation, never to be heard from again.MOLTENI vintage wool long sleeve jersey, new, never worn XL

It’s time to change that. It’s time to mobilize your CAB for action.

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Written by Nick Mignogna on May 1, 2019 at 10:14 AM | 9 minute read

 

In today's global economy, you're no longer competing with just the businesses in your town.Salomon Women's ELLIPSE 2 GTX W Waterproof Hiking and Multipurpose shoes, ... You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Relags Travelchair Campbed Camping Bed Folding Bed 91 x 66 x 42cm Travel CampingYou need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

Smart businesses that find themselves in this situation turn to customer support as the differentiator.

Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers.SR Suntour Federweg TA-Kartusche für SF12 Epicon X1 TA RL-RCIt will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:

Clearly, there’s a major divide between perception and a hard reality.Maillot de Cyclisme manches courtes Santini 2017 Tono yellow

So how do you create a great customer service experience that puts you on the right side of these statistics?

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