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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. Roco 66892 h0 Closed Boxcar zr the PKP, Vintage 3-4 Neuwertig boxTechnology 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.Tenariv 280 matra ms10 winner gp f1 Germany 1968 j. stewart 1.43 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.Capsule Q Museum Fortune Owl No.3 Kaiyodo 5sets

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.H0 Jägerndorfer Collection 26020 DSS Elektrolok 1063 044-4 OVP MINT 0981

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

• What if engagement totally dies?BMW 635 CSI Macau Guia Race 1983
• What if we lose all the activity from our old community when we transition?
• What if members don’t move?Märklin 48436 3 Goods Wagon Open, minéralier, SNCF, EP. V
• 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.

1 43 TSM True Scale, 1966 Chaparral 2D & 2E Two Car Set Signed by Jim Hall NEWTo 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?020H French Hornby No 19 Demountable Station Marseille 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). Lookout Games Agricola Revised Edition (New)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.USCF Sales Small Red Burl Premium Chess Box - No Logo

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.Kingdom Death - Fade - White box - KDM - SEALED NIB - SOLD OUT You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Dale Earnhardt Jr Sikkens 1997 Monte Carlo Revelle 1 18 scale car NASCAR blueYou 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.Hasbro e6158eu4 Nerf Fortnite ar1 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 [LGB 20401 Green Steam Locomotive Freight Set w Box]
• 61% have stopped doing business with a company due to poor customer service [Prodos AvP - Alien Queen UniCast - Aliens vs Predator 32mm]
• 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.Sa145-bmw m6 gt3 n.91 FIA GT World Cup Macau 2017 M. Wittmann 1 43 Figure MO

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