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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. Red Wings Men’s Moc Toe Leather Boots 4183Technology 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.Adidas Originals Tubular Doom Sock Men's shoes Khaki White 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.Nike West Virginia Mountaineers Free Trainer V7 Week Zero shoes AA0881-701 11.5

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.New Men's Air Jordan 1 High Nouveau shoes (819176-050) Pure Platinum Brt Crimson

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

  • What if engagement totally dies?NEW Vivienne Westwood Caruska sling back buckle strap heels
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Bearpaw Womens gina Almond Toe Ankle Cold Weather Boots, Hickory 2, Size 8.0 7Lp
  • 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.

Wolverine Mens Work Boot shoes Raider Size 13M Brown Full Grain Leather 10 InchTo 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 Divaz women Steffy Metallizzato Sneaker Stivali on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?RIVER ISLAND BLACK LEATHER BUCKLE TRIM CALF LENGTH BOOTS SIZE 7 40 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). Teva Hurricane XLT Black Sandals Womens Size 8 NIBRather 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.Saucony Guide 8 119 Women's Road-Running shoes Size 10.5 White Royal bluee

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.ED Ellen DeGeneres Leather& Suede Ankle Boots Wallee A297004 You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. ADIDAS BY RICK OWENS Black RO Level Runner Low II Lace up TrainersYou 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.Dryshod Mens Extreme Cold Steel Toe Insulated Boots Size 7 STM-UH-BKIt 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.STUART WEITZMAN shoes 644560 Black 38

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

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