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“Digital transformation” is leaving no stone unturned. Its effects aren’t limited just to big consumer brands like Amazon, Netflix Uber. Dungeons and dragons pathfinder townhouse, medieval style (pro painted)Technology 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.Available Maserati Mexico, Red Neo 1 43 45653 NEW 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.Juha-Cube 2 - 5 Puzzle Pieces - Brain Game - Puzzle - Puzzle

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.

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.Warlord Games Desert Themed Battlefield - Bolt Action Model Kit Set Army

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

• What if engagement totally dies?AUDI R 10 LE MANS 2010 1 43 Spark SP2564 MMC
• What if we lose all the activity from our old community when we transition?
• What if members don’t move?Williams Trains Freight Car 40’ Box Car “Great Northern” Railway O Scale NEW
• 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.

Fantasy Flight Games FFGORA01 Legacy Of Dragonholt, Mixed ColoursTo 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.

Do you have a Customer Advisory Board (CAB) or customer advisory council?Myth Board Game Core Set Played Once 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). Descent Expansion The TrollfensRather 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.New Minichamps 1 18 Scuderia Tgold red STR11 Carlos Saínz Jr. 2016 Bahren GP

It’s time to change that. It’s time to mobilize your CAB for action.

 

In today's global economy, you're no longer competing with just the businesses in your town.ICM Army Group Center (Summer 1941) (kfz1, Typ l3000s, German Infantry (4 Figures) G You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. HO SCALE BRASS WESTSIDE MODEL CO BALTIMORE & OHIO Q-3 2-8-2 LOCOMOTIVEYou 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.Warhammer 40K WGS Space Marine painted Fabius Bile SM059It 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:

• 95% of global consumers said good customer service is an important influencer of their brand loyalty [ADE H0 TEE Express Train Car Avümh 1.Kl. the DB LüP 303 MM (CL2729) O.]
• 61% have stopped doing business with a company due to poor customer service [Warhammer 40k Space Marines Adeptus Astartes Terminators Painted]
• 75% of companies believe they’re customer centric, while only 30 percent of consumers agreed [Capgemini]

Clearly, there’s a major divide between perception and a hard reality.EBBRO EB45293 NISSAN GT-R N.360 OKAYAMA SUPER GT300 2015 H.YOSHIDA-A. TANAKA 1

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