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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. Godzilla vs. Evangelion Toho 30cm Series Rei X Alien Ver. Complete Figure MarupTechnology 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.GOKU SS4 SUPER MASTER STARS PIECE DBZ 33CM 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.gold TRUNK ELEPHANT Signed By Ron English Donald Trump Grin Limited Edition NYC

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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goldEN PANDA Soft Vinyl Toy Box 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.goldORAK GRENDIZER goldRAKE SHOGUN WARRIORS HIGH DREAM POPY MAZINGER 1977

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

  • What if engagement totally dies?goldRAKE - OVNI Robo Grendizer Sofubi Juguete Caja HI-LINE006 Figura Kaiyodo
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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.

GOOD SMILE - Nendgoldid 750c Sword Art Online Asuna FigureTo 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 FIGURE DIGIMON ABENTEUER G.E. M SERIES YAGAMI HIKARI & TAILMON 16CM STATUE on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Good Smile Carreras Miku Personal Patrocinio Figma Acción Figura (Curso 2014 Ver 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). Good Smile Company - Nendgoldid Katsuragi YakoRather 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.GOOD SMILE COMPANY BC71041 Yuri on ICE Collection Figure

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.Good Smile Company G44284 Säbel Alter Vortigern Figur You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Good Smile Company Hatsune Miku Nendgoldid Action Figure Yukata Ver. NatsutsubakiYou 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.GOOD SMILE COMPANY Nendgoldid Bakuman Akihito Takagi (Takagi Akito)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:

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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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