Smooth The Path

APRIL 7, 2016

Implicit in our ask to take an online survey, respond to a member interview, attend a focus group or even when we ask off-handed informal questions like what did you think of the conference? is the promise that we will act on the information we are receiving. How does this apply to member insights?

Member Insights 60

Member Insights Member Research Survey Report 60

Smooth The Path

SEPTEMBER 10, 2019

The moment you see a pattern of irrational-seeming decisions, it’s your job to dig in and figure out why members are behaving that way. Related: When we create a vacuum of information, our members make up stories. Some engagement tactics paradoxically prevent member engagement.

Member Engagement 60

Member Engagement Conference Member Insights Member Research 60

Smooth The Path

APRIL 19, 2016

We may not know about the big things and the little things, especially the little things, that take nips out of our member’s experience. Members don’t usually offer up that kind of information. Think of all the times you had a below average experience and quietly made the decision to never come back.

Survey 60

Survey Member Research Member Insights Member Experience 60