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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. Anne Kline Sport Kail BootsTechnology 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.Lacoste Deviation SPM 317 4 JD ® ( Men UK Sizes 6 - 12 ) Light grey Brown 2018 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.Men 9Us Ape Bapesta Black Snake Us9

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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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.Women's STEVE MADDEN EBONY multi-color slip on sneakers Size 7 M

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

  • What if engagement totally dies?New Balance Classics 520 Walking shoes, Women's Size 13B, Sand NEW
  • What if we lose all the activity from our old community when we transition?
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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.

Pleaser Women's RBOW308UV C NMC Platform Dress, Clear Neon Multi, Size 12.0To 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 Harley-Davidson Men's Richton 8-Inch Black Leather Motorcycle Boots D93511 on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?ASICS GEL FUJI TRABUCO 3 GTX 35.5 37.5 NEU kayano kinsei nimbus pulse gt2000 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). Jordan V.2 Grown Light Charcoal Granite Ink 414174-003 SIZE 12Rather 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. 310 DONALD J PLINER SHABA Black Leather Designer Platform Cork Sandals 10 M

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.Salvatore Ferragamo Black Gancini Leather Block low Heel Pumps shoes US 8.5 B You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Ballerines REQINS Harmony PEAU TAUPE FONCEYou 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.SARAR Men’s ALL LEATHER Hand Crafted In Spain Slip-On Wing Tips EUR 41, US 10.5It 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.Spot On Womens Ladies Platform Ankle Boots (KM662)

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

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