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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. Italeri it6180 French and Indian War 1754-1763 Model Kit 1 72 modelTechnology 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.1 43 McLAREN 2001 MP4 16 WEST EDITION MIKA HAKKINEN 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.1 18 Greenlight Nissan Skyline GT-R BNR34 1999 Falken

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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Rare Little Thinker Tapes Think About Outer Space with 32 Page Blank Sketch Pad 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.Spark 1 43 Ford Fiesta WRC – Montecarlo 2012-PROKOPYEVSK

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

  • What if engagement totally dies?Vtg Chess Set Hand-Carved African Tribal Nigerian Figural Pieces Wooden 110 Lot
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Vintage H&H Sales Twinkletown Metal House Green and White Lights Up Original Box
  • 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.

HOT WHEELS ONLINE EXCLUSIVE KING KUDA & NEO-CLASSICS SERIES HI-TAIL HAULERTo 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 Brett Moffitt - 2018 1 24 Aisin Group Atlanta Win Tundra on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Menards United States Army flatcar 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). O Scale 2R Atlas Phenix Cheese Woodside Refrigerator CarRather 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.Motorworks M4A3 SHERMAN W 75MM GUN WWII U.S. TANK - W 2 Figures - New in Box

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.SPACE MARINES Heavy flamer dreadnought PRO PAINTED 40K Red Scorpions army You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Warhammer 40k Chaos Space Marines Daemons Slaanesh Keeper of Secrets Metal OOPYou 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.Roco 67199 3 pieces set Self-Unloading Wagon DB AGIt 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.MOTOR PRO FORD ESCORT RS1800 white metal rally car Hannu Mikkola Eaton Yale 1 43

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

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