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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. THOMAS THE TANK ENGINE 99061 Rusty Real Wood 1999 NEW see picsTechnology 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.Shopkins 20 x Blind Bags with exclusive Shopkins from playsets - Lots of FUN 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.Thomas & Friends Wooden Railway Brendam Bay Cargo Loader Train HTF Toys R Us

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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My Little Pony The Movie 6” Glitter Style Seapony Skystar Tempest Shadow Lot 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.VINTAGE DINKY SUPERTOY 651 CENTURION TANK - MADE IN ENGLAND - TUB WW

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

  • What if engagement totally dies?LEGO® City 4209 FEUERWEHR-LÖSCHFLUGZEUG NEU OVP
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?NEW Beanie Babies Chocolate ERRORS 1993 PVC Pellets TY ORIGINAL OWNER Baby RARE
  • 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.

LEGO Batman 4526 AUTHENTIC DC Universe Super Heroes RETIRED sealedTo 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 LEGO Speed Champions Ferrari FXX K & Development Center 2017 (75882) on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?1998 TY Fuzz Brown Teddy Bear Beanie Baby New Original Tags Errors 98, 99 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). TY Pluffies - PUPPERS the Dog (9 inch) - MWMTs Stuffed Animal ToyRather 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 Minecraft Mega Lot Mushroom Island Iron Golem Dungeon

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.NIB Dora the Explorer Window Surprises Dollhouse WITH DORA, DIEGO, BOOTS & ISA You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Meccano Junior Toolbox, Insect Mania, 4 Model SetYou 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.LEGO Technic Off-Roader 2011 (8066) Off road New sealed BNIBIt 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 70668 Jay's Storm Fighter Ninjago Legacy BRAND NEW 2019 IN HAND

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

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Vintage Lite Brite In Original With Pegs And Sheets Works Box qalbsk6697-Lite Brite

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