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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 Loft Combi Pitcher with Lid, Porcelain, White, Dishwasher Safe, 14152Technology 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.Thomas Loft Platte Servierplatte Oval Flach Porzellan white 34 cm 12734 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 Loft, Set No 3, Stoviglie, Coperto, Porcellana, Bianco, 16 Pezzi, 18842

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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Thomas O'Brien New Day Bistro 8 Salad Dessert Plate Lot of 4 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.Thomas Porzellan Corda Umbra 3 Stk. Schüsseln 3er Set, Retro Stil 70er

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

  • What if engagement totally dies?Thomas Sunny Day 10850-408505-28259 2-Piece Coffee Cup Set orange
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Thomas Sunny Day Breakfast Plate, Cake Plate Porcelain ROK-White Dishwasher Safe
  • 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.

Thomas Sunny Day Cereal Bowl Dish Porcelain Pastel bluee Dishwasher Safe 12 cmTo 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 Ssw Cocina Q Profesional Star Olla con Tapa, Acero Inox. , Ø 24 cm, 6,1 L on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Thomas Sunny Day Nordic bluee Sunny Day Nordic bluee Schüssel rund 17 cm 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). Thomas Sunny Day Plato Llano, Plato Parrilla, Porcelana, Turquoise, 27 cm, 10227Rather 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.Thomas Sunny Day Saucer for Cappuccino Cup Jumbo Mug Porcelain Grey Beige 16.5cm

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.Thomas Trend - Salad Plate deep 19 cm (Box of 6), white You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Thomas Trend Salt Pepper Spice Mill, Porcelain, White, Dishwasher Safe 15035You 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.Thomas Vario Pure Lid for Coffee Pitcher 6 Persons, Porcelain White 1.36 L 14032It 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.Thomson Pottery Mali Sesame 16 Pc Dinnerware Set (203936 203742)

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

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