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

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“Digital transformation” is leaving no stone unturned. Its effects aren’t limited just to big consumer brands like Amazon, Netflix Uber. John Jenkins Designs 1. Sudan Krieg Sud-04 Ägyptisch Defenders MIBTechnology 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.John Jenkins Designs WW1 Der große Krieg gwf-37 Französisch Poilu Walking 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.JOHN JENKINS DESIGNS-3 Grenadiere von der 35e Regiment Infanterie Britische,1759

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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John Jenkins Halbinsel Krieg 1807-1814 port-01b Português 21. Offizier Drumme 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.John Jenkins jakobitischen Rebellion eec-07 Königlich Ecossais Linie Infanterie

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

  • What if engagement totally dies?John Jenkins Pianure di Abramo Qbgate St.Louis Gateway MIB
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?John Jenkins Raid On St.Francis MF-03BN Französisch Miliz Montreal Skirmishing
  • 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.

John Jenkins Raid On St.Francis RRBSC-03 South Carolina Regiment AufmerksamkeitTo 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 Kids Logic 2016 Avengers Age of Ultron Ironman Earphone Plug 5 LED figure 5pcs on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?John Jenkins Romana Imperio la Era de Arthur Th-10b Thracian Peltast MIB 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). John Jenkins Spanisch BÜRGERKRIEG 1936-39 nat-04 The Gefangener MIBRather 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.John Jenkins Trommeln entlang der Mohawk Syn-04 2. New York Regiment Opfer MIB

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.John Jenkins WW1 der Große Krieg GWB-62D London Bus BEIFAHRER MB You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. John Jenkins WW2 Deutsch GA-02 (813) Jagdpanther Ausführung G2 Tank Set WinterYou 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.JoJo Bizzarre Avventure M. ABDUL - MAGICIAN RED Action FigureIt 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.JoJo's Bizarre Adventure Kira Yoshikage tie (purple) SANTAT JAPAN

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

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