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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. A.s.s Wiking Old VW Beetle 1302 TYP6 Red 1974 GK 30a 3C CS 302 5A 1.W TopTechnology 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.–¼ Noah Minicar Toyota 1 30 Rare Dark Shelly Mica 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.A926 vintage norev jet car 43 opel rekord 1700 a -

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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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.Aa77416 by Autoart Nissan Skyline GT-R (r32) 1 18

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

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  • What if we lose all the activity from our old community when we transition?
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  • 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.

ABC 070 Ferrari 250 CH 2491 GT ZAGATO 3z 1971To 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 A Franklin mint scale model of a 1967 Volkswagen Beetle congreenible. on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?ABC 241 FERRARI 250 S CH.0156ET LICENSE PLATE FLORIO BONOMI 8° CLASS 1953 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). ABC Brianza 1 43 - Escultura Resina Ferrari 250 GT DrogoRather 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.ABC Brianza ABC226 Alfa Romeo 1900 Speciale Ghia 1955 1 43 hand built REDUCED

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.ABC Brianza kit brk43285 f.340 America Coupe 'Fountain Chassis 0030 MT Angel bac You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Abc brianza-hispano suiza h6b millon guiet dual cowl phaeton 1924 1 ° huge exclusiveYou 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.Abingdon Classics MG Z Magnette White metal England 1 43 scale MIBIt 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:

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

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