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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. 39-470 Bachmann OO Gauge LMS 60 ft Porthole Corridor Brake 1st Crimson & CreamTechnology 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.HO Scale Bachmann 2-8-0 Consolidation Classic Collector’s Series 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.97C-1 97 164 Coal Loader Controller Assembly - NOS

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.Roco 43945 AC marklin style Powered Rail bus and trailer

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

• What if engagement totally dies?HORNBY 00 GAUGE - R2846 - BR EARLY STANDARD CLAN BUCHANAN 72000 - NEW BOXED
• What if we lose all the activity from our old community when we transition?
• What if members don’t move?Star Wars Fighter Pods Series 1 Set 16 Figures 2 Vehicle and 6 Pods 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.

ACME 50970 YC Livery CIWL registered FS, fairings origin, Bellows bellowsTo 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?InterMountain HO 49458(S) LMX U18B Locomotive 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). Marklin ho, locomotive Excellent Digital br216 068-7 ref.3075 decoder to choose Rather 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.WILLIAMS BOSTON & MAINE BL2 DIESEL NEW BOXED LOT

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.PIKO G SCALE blueE CREEK VALLEY STATION BN 62029 You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. BLI 542 Class S1 B - Niagara Steam Engine 4-8-4 New York Central - Brand NewYou 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.Bj380-1 X MÄRKLIN H0 AC Freight Car etc. DB 496 391 + 313 1 +305 + 310 1,It 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 [Bachmann HO Scale Diesel Locomotive Mint In Box Santa Fe No 11702]
• 61% have stopped doing business with a company due to poor customer service [Tank car g scale lgb compatible]
• 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.Nascar 50th Anniversary Elliott-Marino Jerry Nadeau Ford Taurus 2 Cars MIB

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