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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. Ahnu Women's Yoga Flex 1010148DFRT Dragon Fruit Brand New In BoxTechnology 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.Dockers Mens Gilmore Leather Casual Fashion Sneaker shoes, Black, 9 M 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.Rhinestones Chunky Heels Evening Dress Sandals Bridal shoes Womens slingbacks

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.Clarks Women's Flores Tulip Closed Toe Sandals Black (Black Leather) 5 UK

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

  • What if engagement totally dies?S.Oliver Women's's 27114 Mules gold (Lt gold) 6.5 UK
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?S.Oliver 28110, Womens T-Bar Sandals Black (Black Metallic) 4 UK
  • 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.

Badgley Mischka Women's Jillian Heeled SandalTo 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 Nautica Mens Wake Driving Style Loafer- Pick SZ color. on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Converse Women's M9696c Sneakers Red (Maroon) 4 UK 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). Victoria Basket Lona Metalizada, Unisex Adults’ Low silver (silver) 6 UKRather 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.Pepe Jeans Women's Industry Basic 17 Low-Top Sneakers Red (Red Hot) 3.5 UK

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.Ted Baker Men's Miicke 5 Loafer You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Merrell Mens Moab 2 Walnut Hiking Boots Size 9 (2E) (222587)You 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.Versace Unisex Trainers Size 6It 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.Men's Keen Utility Asheville AT ESD Aluminum Toe Work shoes 10170 NWOB

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

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