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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. LEGO 79109 Lone Ranger Colby City Showdown Retired SetTechnology 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.Bakemonogatari Haigure De Figure Ishin Nishio Animation Project Sega (With Japan 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.LEGO Juniors City Central Airport 10764

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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Stopper Figure Light bluee Swimsuit That Nikki Is Null Of Supapo Chaco Poch Japan 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.Mega Construx Call of Duty – Desert Squad

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

  • What if engagement totally dies?New In Box Max Factory figma fate Zero Kiritsugu Emiya Figure
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?LEGO 9473 - The Lord of the Rings Mines of Moria - Factory Sealed Retired
  • 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.

Fireman Sam 05958 Sam Electronic Pontypandy Fire Station ToyTo 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 New Embrace Japan Diabolus Ungulate Devil of Ungulates From japan on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Fisher-Price Octonauts Toys Octopod Playset Complete w Gup-A Vehicle & Figures 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). Scholastic LARGE 24 Inch CLIFFORD THE BIG RED DOG Stuffed Plush Animal TOY NEWRather 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.LEGO Star Wars - Millennium Falcon - 7965 - New & Sealed

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.LEGO STAR WARS A-Wing Fighter Set 6207 New Sealed A-Wing Pilot Minifig You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Commander Wolffe CW48 2011 STAR WARS The Clone Wars TCW MOCYou 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.Sesame Street 9 in Plush Elmo who Doubles as a TV Remote Control No Kidding It 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.LEGO Star Wars 8038 The Battle of Endor NEW SEALED FAST FREE SHIPPING

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

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