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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. Märklin Gauge Z Special Car Friends Hamburg sl602Technology 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.Boglins - Electronic Belcher (Awesome Toys, 2001) 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.1 43 RENAULT 2009 SHOWCAR No 7 FERNANDO ALONSO SIGNED ON PLASTIC LID

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.Fujimi model 1 700 special series SPOT No.92 Japanese Army transpJapan import

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

• What if engagement totally dies?Tony Stewart 2002 Action 1 24 Home Depot Peanuts Great Pumpkin
• What if we lose all the activity from our old community when we transition?
• What if members don’t move?51st State Official Play Mat
• 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.

Lionel N&W Alumunum 15 Pass. Car Set LNIB 6-19140,42,43,44 LotTo 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?Yingtesi Smart Robot Interactive Toys for Age 3 Years Old Boys Girls Kids,Voice 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). NEW - Speak Out Board Game Mouthpiece Mouth Hasbro SOLD OUT EVERYWHERE 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.American Model Builders O Scale Railroad Yard Ofice Kit Bob The Train Guy

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.LBG Lehmann Gross Bahn LEUNA BENZIN TANK CAR 4040L FREE SHIPPING You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. N SCALE LOT OF 3 DELAWARE & HUDSON 39' SINGLE DOME TANK CAR BY MICRO TRAINSYou 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.Matra F1 Ms7 Winner German Gp 1969 Henri Pescarolo bluee SPARK 1 43 S4290 MoIt 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 [Panzer Grenadier Battle of the Bulge (New)]
• 61% have stopped doing business with a company due to poor customer service [WILLIAMS AMTRAK ALUMINUM 3 PASSENGER CARS WITH LIGHT.]
• 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.Fiat 128 4 doors Police 1969 1 43 Model rio

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