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Explore the Higher Logic Blog:Online CommunityMarketing Automation

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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. Award Winner Built HobbyBoss 1 35 Battle Damaged Super Pershing T26E4 DioramaTechnology 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.Dinky Toys GB N º 62p Avión Armstrong Whitworth Ensign Air Liner Gadsz en Caja 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.ARTESANIA LATINA ATLANTIS FISHING TRAWLER CNC KIT

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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Bronco 1 35 Humber Armored Car Mk.IV - Transparent Edition - Factory Sealed 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.1 x MTG Paradox Engine - Foil Kaladesh Inventions - NM-Mint, English

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

  • What if engagement totally dies?ANTONOV VEREIN SCHWEIZ AN-2 Antonow 1 200 Herpa 556927 AN2 Grenchen
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Gundam EXPO Limited MG 1 100 MS-06J Mass-Production Zaku Ver.2.0 Clear color
  • 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.

Dragon 1 35 Vollkettenaufklaerer 38 w 7.5cm Kanone 51 L 24 Free shippingTo 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 Weiss black Booster Fleet Dokusen - Ship This - Arrival Factional Fleet New on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?YUGIOH 1ST LODT-EN019 LYLA LIGHTSWORN SORCERESS ULTIMATE PSA 10 GEM MINT 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). Fujimi model 1 144 B29 Superfortress JPRather 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.1961 Dodge Phoenix HT Promo (Friction), graded 8-9 out of 10.

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.Yugioh Blizzard Dragon YDB1-EN001 EX You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Carte Dragon Ball Z DP Carddass Hondan Card Prism N°165 Part 29You 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.Space Pirate Battleship Arcadia Second Ship 1 1500 ( Hasegawa )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.Italeri 1 12 Fiat Abarth 695SS Assetto Corsa

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

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