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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. LEGO Star Wars 75092 NABOO STARFIGHTER - Brand New - Episode 1Technology 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.Hakorium Rilakkuma Happy Little Book BOX Item 1 BOX = 6 pieces, all 6 types 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.WONDER WOMAN 10 Marvel Universe Play Arts KAI Square 20pts Articulation_NRFB

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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LEGO 60052 City Cargo Train Set Power Functions Brand New Factory Sealed Box 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.Kikaider 01 Shadow Knight figure strap

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

  • What if engagement totally dies?Mint Ultraman Fusion Fight Ur
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Studio Ghibli My Neighbor Totgold Cat Bus with one grey and one white Totgolds
  • 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.

LEGO Batman Movie The Justice League Anniversary Party (70919)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.

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Knight Ryu Sentai Ryu Knight Dragon Series 01-03 Dragon Combinatio3 Set Dressing yngcww4229-TV & Movie Character Toys

Written by Lego City Hovercraft Arrest 60071 - retired on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Flugzeug Kampfjet Jet Nakajima Ki-49 Helen konstruktion Spielzeug Bausteine 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). Minion figure MEGA BLOKS Construx Despicable Me 3 Minions FDX84 Dru TransformingRather 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.Vintage 1981 Mattel HE-MAN & BATTLE CAT Action Figures Masters of the Universe

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.LEGO Technic Quad Bike (8282) Complete SET You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Kamen Masked Rider 555 Faiz accelerator makeover Watch [Live Action Watch]You 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.NEW SEALED LEGO Movie Sea Cow Metal Beard Beard's SOLD OUT RetiredIt 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.DX Kamen Rider Exe Memorial Finish G Shut Set II New

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

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