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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. Rokuhan Z Gauge T022-5 Jnr Series 103 Uguisu Yamanote Line4 Cars Basic SetTechnology 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.Lionel 3620 Searchlight Car 3472 Reefer and Red Unnumbered Flat Car O Scale 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.Stone Mountain Miniatures American Revolution, Civil War 25 mm Some Heads

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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Fleischmann 4010 Steam Locomotive BR 89 T3 of the DRG JS844 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.Kato Engine P42 Amtrak Phase IV N Scale Locomotive

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

  • What if engagement totally dies?LIFE-LIKE HO Scale BURLINGTON NORTH Locomotive SOO LINE
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Clash of Arms Fear God & Dread Nought Fear God & Dread Nought Box SW
  • 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.

PORSCHE 2000 GS N°29 LE MANS 1963 STARTER 1 43 défautTo 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 Lionel 19473 LRRC Operating Log Dump Car O O27 gauge 1999 NIB Unused Box Carton on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?CMR-line tx015b009 Freight Wagon Flat Wagon nx17ak No. 5275513 CR h0 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). HO Piko DR E42 locomotive boxedRather 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.O Scale MOW Boom Car

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 40k Blood Raven Angel Assault Marines (x5), Pro Painted You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. 1983 PANZERKRIEG War Game August 41 - March 1944 UnpunchedYou 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.Steamforged Games Limited Edition Critical Role CaliannaIt 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.Kyo9511rm by KYOSHO Lamborghini Huracan lp610-4 Red Metallic 1 18

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

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