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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. Vintage-SEALED 1995 Ritvik Mega Bloks Legend Viking Ship Retired PCSTechnology 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.Pokemon M-137 Moncolle booster Toy Japan Hobby Japanese Kids Gift 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.Hand Painted Wind Up Bird In Cage Early Version Of This Toy Germany Works

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 STAR WARS Anakin star fighter 75214 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.Used Griffon Enterprises Touhou Project Flandre Scarlet Red Sword 1 7 PVC Figure

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

  • What if engagement totally dies?Tamashii Limited Figuarts ZERO Dragon Ball Super Saiyan Trunks PVC Figure
  • 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.

Vintage G1 My Little Pony Big Bredher LOT Of 5 Ponies TLC RepairTo 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 Lego Technic Technik 8051 Motorrad. 100% Komplett on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Wand Harry Potter Illuminating Tip 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). My Little Pony Funko Main Cast SetRather 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.Gamba Rising Nice Drive 3 D 3 Ball D 3 - 0 0 Kamen Rider Wizard Infinity St

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.Tenkai knights Volt Jet Sky Griffin 11001 You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Simba 109301008Mascha and the Bear SchnarchbrYou 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.TEENAGE MUTANT NINJA TURTLES APRIL O`NEIL HEROES IN A HALF SHELL FREE USA SHIPIt 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.LEGO DUPLO - Big Front Loader - 10520

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

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