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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. Chaco J107108 Women's Z Cloud X Crochet Black SandalTechnology 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.Vince Camuto Womens Kanara Suede Open Toe Casual Strappy Sandals 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.Naturalizer Women's Marianne shoes, pink gold, 6.5 W 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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SOCOFY Genuine Leather Soft Comfy Sandals 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.LADIES LOTUS VARDA BLACK LEATHER FAUX FUR SIDE ZIP CALF LENGTH WEDGE BOOTS

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

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  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Nike Womens Blazer Low SE PRM Low Top Lace Up Fashion Sneakers, White, Size 8.5
  • 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.

Nine West Womens Dempsey Leather Open Toe Special Occasion Ankle Strap SandalsTo 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 Rockport Men's Path To Greatness Mid Chukka Boot on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Via Spiga Frauen Flache Sandalen black Groesse 8 US 39 EU 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). Frye Womens Gia Canvas Black Fashion Sneaker Size 7.5 (208039)Rather 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.Nike City Loop Russian Floral AJ1694-001 Womens Size 7 NSW Running Prm

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.INC International Concepts Izetta Womens Boots Black 8 US 6 UK You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. FIND Women's Ankle Boots Contrast Vamp Quarter Embellishment White (White) 6 UKYou 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.Kenneth Cole Reaction Side Zipper Chelsea Cognac Pebbled Leather Ankle Boots ...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.ADELE DEZOTTI SCHUHWERK FRAU CLOGS-PANTOFFLEN GAMSE HELLbrown - 502D

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

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