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Written by Tom Lehman on May 16, 2019 at 9:08 AM | 4 minute read

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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. ABC 303 Lancia Aurelia b51 3-44 2 door 1951 Carr. Viotti WoodyTechnology 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.ABC Brianza 1 43 - Ferrari 250 Pininfarina Spider 1961 Red 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.ABC BRIANZA 346 ALFA ROMEO 6C 2300 BERLINA 6 LUCI CASTAGNA 1934 1 43 HANDBUILT

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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Abc brianza bugatti brk43331 kit t44 uncle gino ch.n.44477 ghia - 1929 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.ABC Brianza kit brk43161p Lancia thesis Presidential Carlo Azeglio Ciampi 2004

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

  • What if engagement totally dies?ABC Brianza kit brk43248 Rolls Royce 25-30 Country Bus 1937
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?ABC BRIANZA KIT BRK43315 ALFA ROMEO 2600 SPIDER BALOCH 1963
  • 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 Brianza unbuilt kit resin Ferrari 342 America ch. mo. 0242AL 1 18 (PJBB)To 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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26594 france toy F.J France tole 1043 great 2em slide version eight ngywgq1163-Cars, Trucks & Vans

Written by Abarth 695 Biposto Yamaha Factory matt grey with display case 1 18 BBRC1811 BBR on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Abrex Skoda 1201 Funereal (1956) 1 43 143ABSX718XN 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). AC Cobra 427 Mkii Diecast Model Car 1 18 Collection Solido 1850010 & 1850017Rather 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.ACE WILSON 1968 1 2 RAM-AIR PONTIAC FIREBIRD DRAG CAR ACME 1 18 NHRA RACING GMP

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.Acme 1 18 Scale Diecast-a1801823 1966 Shelby gt350h RENT A RACER You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. ACME 1 18 1968 SHELBY GT350H HERTZ A1801826You 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.ACME 1941 s&s Racing trigeminal 1 18It 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.ACME 1969 Ford Mustang Boss 302 Alan Moffat 18 Scale Replica Model A1801820

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

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