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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. Agco Parts Peterbilt Semi With Van Trailer By SpecCast 1 64th Scale 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.AGU 1 18 458 LB works West coast bluee AGU-007CR 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.Ah515 schuco magirus deutz dl 23-12 firefighters 1 43 ref 3546

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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AIMGAIN GT R35 GT-R 2017 Matt Metallic bluee LIMITED 20PCS AIMGAIN 1 18 GTR35DMD 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.Airstream Flying Cloud Travel Trailer-Pottery Barn Collectible

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

  • What if engagement totally dies?AK-75V Mobile Crane on ZIL 130 Chassis Avtoistoria 1 43 101722
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?Alaska Airlines Die Cast Replica cargo van 1 34 scale New in Box, 1953 ford C600
  • 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.

ALEZAN ALFA ROMEO 164 PredEO COUPE 1991 - RED 1 43 - VERY GOOD IN BOXTo 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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69 CAMARO IN & FLAMES MUSC.MACH.MIB1 18 RED rdeixv1569-Contemporary Manufacture

Written by Action Zora Arkus-Duntov Authorized Collection 1970 Corvette 1 32 Metal Diecast on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Alfa Model 43 221 1 43 1938 Alfa Romeo 8c 2900 B Touring Handmade Resin Car 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). ALFA ROMEO 159 SW RED 1 18 DIECAST CAR MODEL BY MOTORMAX 79166Rather 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.Alfa Romeo 2 Piece Set 4C 1 18 Giulietta 43 Model Car Free Shipping Included

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.ALFA ROMEO 4C SPIDER YELLOW COMPOSITE 1 18 by AUTOart 70143 BRAND NEW IN BOX You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Alfa Romeo 6C 2500 Gt Villa D'Este 1951 With Showcase BBR 1 18 BLM1807CV ModelYou 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.Alfa Romeo 8C Salone Geneve 2007 1 43 Spark Sp0394 Model MMCIt 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.Alfa Romeo Bat 5 1953 Grey Met AUTOCULT 1 43 ATC90046 Model

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

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