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A Franklin mint 1957 corvette, paperwork. Boxed Chevrolet has ngywgq1763-Contemporary Manufacture

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. Alfa Romeo Disco Volante Spider 2016 bluee Met TECNOMODEL 1 18 TM18-68B ModelTechnology 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.Alfa Romeo Freccia D'gold Sliding Roof red w display case 1 18 - BBRC1812CV BBR 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.Alfa Romeo Giulia GT Coupe - Politoys 500 1 43 34407

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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Alfa Romeo Giulia SW Assistenza Alfa - Progetto K PK173 - 1 43 in Box 39345 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.Alfa Romeo Giulietta 2.0 Turbo Autodelta, 1 43, Neo Limited 300

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

  • What if engagement totally dies?Alfa Romeo Giulietta SS Red 1961 BoS Models 1 18 BOS353 Model
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Alfa Romeo Julietta Spider Del Prado Car Collection Scale 1 43
  • 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.

Alfa Romeo p3 Tipo B Aerodinamica (Red) 1934To 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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A Franklin mint 1957 corvette, paperwork. Boxed Chevrolet has ngywgq1763-Contemporary Manufacture

Written by Alfa Romeo 6c 2500 GT Touring Villa d' Este 1951 + Showcase BBR 1 18 blm1807av MO on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Alfa Romeo Tz 2 Stradare 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). ALIVE 55 REDLINE NOMAD chrome w rare opening hoodRather 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.Allied Van Lines Friction Semi & Trailer Nationwide Moving (AA)

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.Allis Chalmers Forty-Five Motor Grader 1 50 diecast replica by First Gear You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Allis Chalmers WD 1 16 plastic farm tractor replica by Product MiniaturesYou 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.Almost Real 1 18 Scale Mercedes-AMG GT R 2017 Diecast Car Model Collectible GiftIt 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.Alpha Romeo 1950 - 500 TS

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

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