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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. Authentic Ty Beanie Baby Rare 2nd 1st Gen Tag Zip Old Face Cat MWNMT Technology 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.Ok Sumikogurashi Drawstring Pottery Pot Note Set 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.FischerTechnik Fun Park 3 Models MPN 57 484 Ferris Wheel Octopus Carousel

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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1995 Toy Story Thinkway Toys Buzz Lightyear Space Explorer - NIB - Working 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.1998 Ty Beanie Buddies Princess The Bear ( 14 inches) x 2 Mint Condition Retired

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

  • What if engagement totally dies?KIPPER the Dog Talking stuffed plush animal Kidpower 2000 Tested working order
  • What if we lose all the activity from our old community when we transition?
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  • 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.

Psl Robot Soul Mobile Suit Gundam 0080 [Side Ms] Ms-18E Kenpufa Ver. A.N.I JapanTo 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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Written by Puppy Surprise Plush Mia and her pups on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?LEGO Minecraft the Crafting Box 2.0 Building Kit 717 Piece Creeper And Steve New 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). Pokemon Center Original T-shirt MB SRather 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.LEGO Creator 2013 Treehouse (31010) New in Sealed Box Retired

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.Mubi-Masutapisu Star-Woz Foz Of Arousal Chubakka 1 6 Skeletal Plastic Painted You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. THE SOUTH PARK SHOW MASCOT COW 14 PLUSH TOY DOLL FIGURE BY FUN 4 ALLYou 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.Train Toy Titipo Genie Electric Train Figure Character Kid Gift TV MovieIt 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.Good Smile Company Nendgoldid 688 Iowa

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


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