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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. Minichamps 1 43 Scale Diecast DM01 - Ford Focus DTC blueeTechnology 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.LaserKit 801 Santa Fe No 1 One Story Depot Laser Kit Wood Building Train Model 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.HARRY GANT MEMORY LANE PLATE W COA 247 25000 LOW

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.POG THE GAME & MILKCAP MAKER LOT POGS SLAMMERS MAT CONTAINER

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

• What if engagement totally dies?Ferrari Dino 196s Spider Targa Florio 1959 Cawhite JOLLY Model 1 43 jl6027
• What if we lose all the activity from our old community when we transition?
• What if members don’t move?United Models HO Scale BRASS Santa Fe 2-8-2 Mikado Steam Locomotive EX Box
• 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.

6202391002 SHELL FORD MP-15 (bud39)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.

Do you have a Customer Advisory Board (CAB) or customer advisory council?NEW WARHAMMER 40K WARHAMMER 40000 HERO BASES FIGURE GAMES WORKSHOP 40K199046-12 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). ATHEARN HO SCALE BALTIMORE & OHIO RDC-3 POWEREDRather 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.ATHEARN HO SD-45 EMD

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.Audi R10 Tdi Le Mans 2010 C.Bakkerud O.Jarvis C.Albers SPARK 1 43 S2565 Mode You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. 4Ground Homeland Apocalypse Terrain Woodbury Rise 463 (Pre-Painted) Box MINTYou 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.Assorted HO JA460, 5 weathered cars. NOB.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 [FingerIing Unicorn ToysRUs Exclusive Authentic US Seller w receipt Ships free]
• 61% have stopped doing business with a company due to poor customer service [Decision World at War w The Hardest Days Mag NM-]
• 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.William's Electric Trains. NW-222 , NW-2 Switcher, GREAT NORTHERN Cab New

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