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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. 2013 LEGO - COMPLETE 16 piece SERIES 9 MINIFIGURES SETTechnology 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.TY Beanie babies Sought after collectible PVC Hoppity mint Best 2 Errors 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.Used In Box Wing Full Metal Daemon MURAMASA Sansei 1 7 Sexy Cast Off Figure

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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Pgoldro Jumbo Airplane Friends Animation Character Toy Melody Educational 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.Vintage KFS Hagar the Horrible PVC Figure Figurine 1985

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

  • What if engagement totally dies?Ty Beanie Babies Curly Bear
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?LEGO Star Wars Resistance Major Vonreg’s TIE Fighter 75240 Building Kit (496 ...
  • 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 City Train Station 7937 - BOX SEALED IN MINT CONDITION 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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NEW Lego Train 9V 2150 Station Train yngcww3483-LEGO Complete Sets & Packs

Written by 1960 Storyland Puppets By MPI Toys Of California Set oF Four on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Pokemon Center Original Tissue Box Cover PIKACHU RIDING ON LATIAS LATIOS 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). Popples Bubbles Tea House PlaysetRather 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 6135751 Star Wars Droid(TM) Escape Pod 75136

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.9X Super Mario Bros Koopalings King Bowser Baby Koopa Larry Ludwig Plush Toy ETC You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. NEW SHOPKINS HAPPY PLACES HAPPY HOME PARTY STUDIO PLAYSETYou 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.LEGO DC Super Heroes Super Hero High School 41232 NISB 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.Fireman Sam Pontypandy Rescue Playset with Box-Deluxe Fire Station_Excellent_17

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

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NEW Lego Train 9V 2150 Station Train yngcww3483-LEGO Complete Sets & Packs

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