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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. AUTHENTIC LUXURY PRADA SNEAKERS SHOES 4E2927 BLACK NEW US 12 EU 45 45,5Technology 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.Men's Geox Sandro B ABX Sneaker U44S7A Navy Full Grain Leather Polyester 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.DC shoes Pensford S - Black

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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Lucky Brand Laureen Boots Size 6 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.Women's Outdoor Hiking Sport shoes Sneaker Anti-slip Lace Up Climbing Camping

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

  • What if engagement totally dies?Crocodile Men's Alligator Belly Design Biker Western Boots Brown Square Toe 9.5
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Easy Street Frauen Flache Sandalen blue Groesse 7 US 38 EU
  • 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.

K&S Nazan black suede high heeled lace up ankle boots, UK 3 EU 36, BNWBTo 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 Converse Unisex Star Player 151325C Sneakers Grey UK 13 EU 48 JS091 TT 06 on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?NIKE AIR JORDAN XIV RETRO 14 BLACK TOE 487471-102 SZ 9.5 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). New Women's Skechers Summits Suited 12982 Navy Light bluee 42TRather 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.MISS KG GRAPE CAGED GLITTER SANDAL gold UK 4 EU 37 LN08 22 SALEs

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.Adidas Adimatic Black × White Vintage Sneakers Sports shoes size US 9 Y131 You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Nike Air Max 180 Berlin IN HAND UK8 US 9 Limited Edition Sneakers BNIB Sold OutYou 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.Hush Puppies Women's Sandals Nicolette Russo White HW05330-110 Sz 6It 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.St. John strappy pointy toe sexy high heels shoes leather pumps heel SZ 6B

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

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