Innovation Member Experience Member Insights Member Research 
Smooth The Path
JULY 26, 2018
One of the core staff values would be to be intensely member-focused. We would talk with members often, conduct listening tours, and interview them. We would use all the member insights we gain to develop our member communications, set our strategy, and create an innovation plan. What would you do?
Smooth The Path
APRIL 7, 2016
They are going through some massive cultural shifts as they reorient the decades old organization toward the future with a new focus on rapid innovation. They created a few formal channels for staff members to submit their great ideas (this is not so unusual). How does this apply to member insights?
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Smooth The Path
NOVEMBER 15, 2018
Super-members are members who are so engaged, so seasoned, so advanced in the profession or industry they are not like most members. If your board members fit this profile, they are not good candidates for focus groups to determine the member experience. Don’t ask them to guess what new members need or want.
Smooth The Path
APRIL 24, 2018
Our members are self-centered. Our members have… no time. Only organizations that solve our member’s problems, speak their language, and understand them will get their time and attention. Not in a bad way, we are all self-centered. and their attention is scattered.
Smooth The Path
SEPTEMBER 10, 2019
Do you ever find yourself wondering why members make the decisions they make? Sometimes member’s decisions seem so irrational. Why are our members so irrational? Why join, but then not engage? Why go to an inferior conference put on by a competitor? Why don’t they participate in the benchmark study when they need the data?
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