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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. 3D View River 444 Open Windows WallPaper Murals Wall Print Decal Deco AJ SummerTechnology 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.3D Villa Garden 765 Wall Paper Murals Wall Print Wall Wallpaper Mural AU Summer 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.3D Ville Autobus 15 Photo Papier Peint en Autocollant Murale Plafond Chambre Art

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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3D Ville Nuage 74 Photo Papier Peint en Autocollant Murale Plafond Chambre Art 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.3D Vines Giraffes 78 Wall Paper Murals Wall Print Wall Wallpaper Mural AU Lemon

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

  • What if engagement totally dies?3D Vintage Map 931 Wall Paper Exclusive MXY Wallpaper Mural Decal Indoor Wall AJ
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?3D purplete blüten 577 Fototapeten Wandbild BildTapete AJSTORE DE Lemon
  • 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.

3D Visuellen schönheit 943 Fototapeten Wandbild Fototapete BildTapete Familie DETo 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 Atlas Legend Walnut 20x60 cm AZJU Pavimento Piastrelle Casa39 on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?3D Vogue color Lace 72 Wall Paper Murals Wall Print Wall Wallpaper Mural AU Kyra 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). 3D Voller pfirsich 67 Fototapeten Wandbild Fototapete BildTapete Familie DERather 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.3D Wahrzeichen, die uhr 245 Fototapeten Wandbild Fototapete BildTapete Familie

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.3D Wald Ozean Boot 65 Tapete Tapeten Mauer Foto Familie Tapete Wandgemälde You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. 3D Wald tier 883 Wandbild Fototapete Bild Tapete Familie Kinder DE LemonYou 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.3D Wälder Flüsse 687 Tapete Tapeten Mauer Foto Familie Tapete Wandgemälde DEIt 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.3D Waldrasen Blätter 662 Tapete Tapeten Mauer Foto Familie Tapete Wandgemälde DE

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

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