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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. Mephisto Men's Hadrian Perf Sneaker Slip-On Leather Loafers Comfort WalkingTechnology 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.ECCO Mens Gary Slip on Fashion Sneaker 9- US- Pick SZ color. 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 Air Victor Cruz Trainer Black White Suede shoes Men’s Size 10.5 777535-004

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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BNIB Adidas Yeezy Boost 350 V2 Trfrm UK 8.5 US 9 EU 42 2 3 Ultra True Form 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.Womens Punk Rivet Studded Ankle Boots High Heels Lace Up Party Princess shoes Sz

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

  • What if engagement totally dies?NIKE AIR MAX 97 SILVER BULLET OG BRAND NEW IN BOX ALL SIZES 4 5 6 7 8 9 10 11 12
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Naturalizer Women's Motley Fashion Boot,, Black, Size 7.5 nVmQ
  • 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.

Men Retro Lace Up Leather Alligator Patterns Business Dress Formal party 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 Angelo Burlinetto Burlinetto Matte Mid Sneaker on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Carvela Kurt Geiger Kaligula Black Gladiator Sandals Size 39 UK 6 Brand New 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). Halogen Women's Sydney Block Heel Ghillie Burgundy Suede Pump Sz 8 1047Rather 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.Reebok Ventilator Adapt Graphic Trainer Youth shoes Size 6 Womens 7.5

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.Nike Air Zoom Women Mariah Flyknit Races Black US Size 10 - EUR 44 Open Package You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Easy Street Womens Nori Leather Open Toe Casual Slide SandalsYou 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.Air Jordan 3 Retro 2011 White Cement White Fire Red-Cement Grey-Blk 136064 105It 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:

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

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