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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. shoes PRADA LUXUEUX 4E3113 red NOUVEAUX 7,5 41,5 42Technology 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.Tory Burch Blossom Ballet Flats - Women's Mismatch Size L(10) R(10.5) - Samba 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.Nike Roshe One Men's Khaki White Oatmeal White 11881203

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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Victoria's Secret PINK Bling Silver Bling Slides Sz M NEW 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.Georgia Boot Carbo-Tec LT Steel Toe Waterproof Pull-On Work Boot Cushion EVA

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

  • What if engagement totally dies?2005 NIKE SB DUNK HIGH Size 13 WHITE MIDNIGHT NAVY blueE USA BTTYS 309432-141
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  • 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.

Sven Closed Back Braided Clog Burgundy Size 41 Size 11 Women’s shoesTo 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 Size 8.5 MEN'S Nike AIR FORCE SF AF1 Royal bluee suede Sneakers 864024 401 on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Cole Haan Men's ZeroGrand Hiker Water Resistant Black Boots Style C26254 Sz 8.5 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). AZ940 STUART WEITZMAN shoes brown cheveux veau femme escarpins EU 37,EU 4Rather 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.Kenneth Cole Galway Ankle Boots, White Leather, 5.5 US

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.Cool Mens Womens Navy bluee Christopher Kane Trainers Sneakers EU 41 = UK 7 You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Nike Lunarglide 6 Sneakers shoes Womens 8 Black 654434-001 RunningYou 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.Divaz Womens Ladies Demi Pull On Ankle Boots (FS4002)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.UNIONBAY Womens Winnie - Choose SZ color

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

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