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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. Dale Earnhardt Jr. AMP Energy National Guard Realtree 2009 impala SSTechnology 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.Start Collecting Slaves to Darkness - FREE SHIPPING 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.Marklin HO AC German Reichsbahn DR BR-18 OLYMPIC GAMES Steam Locomotive MIB RARE

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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20 BESTIGORS + CHAOS SWARM + BSB PAINT BEASTMAN ARMY WARHAMMER 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.Alternative Armies Historical Mini Visthowla Legion Unit Box MINT

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

  • What if engagement totally dies?44-0082 OO Gauge Scenecraft Hampton Station Building with Lights
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Monopoly The Dog Artlist Collection Board Game 2003 EUC Read description
  • 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.

ICE Boardgame Lonely Mountain, The Box EXTo 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 6162-110 Gondola Car w cannisters OB, Lionel O Gauge on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Broadway Limited 2322- PRR H10s 2-8-0,Paragon2 Sound DC DCC, HO 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). Lionel 6-9469 New York Central Standard O boxcarRather 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.KMT O Gauge North Western CNW 49081 QSI Live Action Sound Boxcar Model Train NEW

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.Warhammer Fantasy - Ogre Kingdoms Maneater Butcher - 1 3 32in You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Benetton F1 B194 Ford Australian Gp 1994 J.Herbert SPARK 1 43 S4484 ModelYou 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.Lionel Red and Green Caboose Pre War Vintage Model Railway Train B55-1It 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.Scratchbuilt wood Model Railroad trestle. HO

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

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