Five reasons why membership is killing association business models: Part I
JULY 17, 2012
Far beyond solving immediate problems or servicing short-term needs, association business models must be designed to provide meaningful support to their stakeholders as they pursue their deepest aspirations, on their terms and on their time. Membership is perhaps the most sacred tenet in all of association orthodoxy. Indeed, for many organizations, the membership imperative defines the very existence of the association: membership is who they are and what they do.
Five reasons why membership is killing association business models: Part II
JULY 24, 2012
For decades, nearly all key business decisions about women’s products and services were made in corporate boardrooms populated almost entirely by men. Membership is perhaps the most sacred tenet in all of association orthodoxy. Indeed, for many organizations, the membership imperative defines the very existence of the association: membership is who they are and what they do.
Join Jeff for P.I./TMA Resources Executive Breakfast on March 6 in Alexandria, Virginia
JANUARY 30, 2013
TMA Resources , located in Vienna, Virginia, provides member-centric organizations with the software solutions, services and partners that help keep their members and other constituents returning to them to find information, collaborate, learn and communicate with their communities. Join Jeff De Cagna of Principled Innovation on Wednesday, March 6 for the P.I./TMA TMA Resources Executive Breakfast for association CEOs, C-Suite executives and other association leaders.
Why business model thinking matters to associations
JUNE 9, 2012
The fiduciary responsibility that lives at the heart of board service extends far beyond the oversight function traditionally performed through the review and approval of audits, budgets and 990s. This post appears as an article in the May/June 2012 issue of Success by Association , the magazine of Association Executives of North Carolina. You can download a PDF of the article (512 KB).
Jeff De Cagna elected chair of RedRover Board of Directors
NOVEMBER 1, 2012
” RedRover is celebrating 25 years of service to animals this year, and needs your support. Jeff De Cagna FRSA FASAE, chief strategist and founder of Principled Innovation LLC, has been elected chair of the RedRover Board of Directors. Jeff will begin his two-year term in January 2013.
Dental Group Launches Free Credentialing Service
SEPTEMBER 20, 2016
In reaction to frustration by its members over the tedious payer-application process, the American Dental Association unveiled the new, streamlined ADA Credentialing Service. Now, with the new ADA Credentialing Service , dentists only have to enter their professional credentials once.
4 Little-Known Services from Your AMS Software Vendor that Will Save You Time and Money
OCTOBER 27, 2016
Membership Management Association Management Services AMS SoftwareWhy is the image of a frazzled intern fetching coffee so ubiquitous? We all know that interns have much more to contribute than just coffee runs, but the image endures – in part because it illustrates a few important principles.
How AAA’s New Car-Share Service Thinks Beyond Ownership
APRIL 28, 2017
Gig, a new service that AAA is launching April 30 in California’s Bay Area, is designed to target a consumer segment that is likely to grow in importance in the coming years: the urban resident who doesn’t own a car. The service will be available to everyone, but AAA members get discounts.
Give Back: Community Service Projects at Conferences
JULY 25, 2014
Service projects will help your attendees feel a closer connection to the city—and also to each other and your association. If the answer’s yes, and you want to give back to the greater Nashville community, consider signing up for this year’s community service project.
The future of customer service
OCTOBER 21, 2014
The Future of Customer Service from Jason Falls. The post The future of customer service appeared first on SocialFish. Thanks, Jason Falls for this one. ———— ( photo credit ). More like this.
Attendee Volunteers: A Meeting’s Best Customer Service Team
FEBRUARY 12, 2016
Instead of relying only on internal staff or a mix of staff and venue or destination teams to handle onsite customer service at meetings, some associations are asking attendees to volunteer. How associations staff that customer-service function is also considered.
Don’t Forget to Create Connection With Customer Service
DECEMBER 24, 2015
A recent survey of airline passengers highlights the importance of quality customer service—an area in which airlines might be able to take a note from associations. The American Immigration Lawyers Association turned customer service into a group effort several years ago.
The Other Service Economy: Software as a Service Hits Overdrive
JULY 19, 2016
Microsoft’s move to offer a monthly cloud-based enterprise package for its Windows operating system is both uncharted territory and, in many ways, the culmination of the software as a service (SaaS) model.
Monday Buzz: Fixing Customer Service Failures
MARCH 21, 2016
Learn how your association can give members the service they deserve. While the purpose is to represent members, some organizations have fallen into poor customer service habits that, if not fixed soon, will alienate the very members needing help.
New Alzheimer Europe Service Connects Patients with Clinical Trials
SEPTEMBER 6, 2016
As a way to connect patients with more treatment options, Alzheimer Europe (AE) launched a new service called Clinical Trials Watch , which tracks clinical trials on drugs to treat and prevent Alzheimer’s disease and other dementia conditions.
So Long LinkedIn Products & Services Tab
Wild Apricot Blog
APRIL 9, 2014
On April 14th LinkedIn will "retire" the products & services tab. Here are the details and what it might mean for your organization. social media
7 Association Management Services You’ll Actually Use
JUNE 2, 2016
Most of us have accepted being overly busy as just another unfortunate fact of life today. Emails on your phone, meetings with staff and members halfway around the world, taking your laptop home from work, not quite getting to that extra member program you wanted to start. Association Management Association Executives Member Benefits Membership Management
A Culture That Starts With Member Service
NOVEMBER 27, 2013
That’s by design, because the member-service department is where Team Cool began. In our feature on Fitness Australia’s organizational culture in the November/December issue of Associations Now , the origin of the motto “Team Cool” is explained: At first, “Team Cool” was just a nickname that Fitness Australia’s member-service staff gave itself. They take a membership and then they get great service and we retain them.”
When Service Design Meets the Connected Company
MAY 8, 2014
When service design meets the connected company from Dave Gray. You know how I love anything by Dave Gray , author of the Connected Company. Watch this excellent talk or view the slides below. Related articles across the web. Socialogy: Interview with Dave Gray.
Are you using social media for customer service?
NOVEMBER 6, 2013
I’m not sure why not – seems like such low hanging fruit, to have your member services people be the ones monitoring your social media.
Association Subculture: When Customer Service Isn't
JANUARY 12, 2012
" Tom Cruise in Jerry Maguire Sometimes great customer service isn't. "Help me help you!" A few days before Christmas, I suddenly remembered that on one of our many shopping trips to Barnes and Noble, one of our
Conference Services: How They Can Improve Your Association Events
OCTOBER 9, 2013
When you need to unite key people in your association—for training, strategizing, or promoting new initiatives—professional conference services can help. What’s the value of conference services?
Wednesday Buzz: The Importance of First Impressions in Customer Service
MARCH 4, 2015
CMSWire contributor Jose Alvarez takes a look at a recent Contact Center Satisfaction Index (CCSI) from the CFI Group to see how customer service has performed in recent years. The post Wednesday Buzz: The Importance of First Impressions in Customer Service appeared first on Associations Now
Social Media Roundup: Lessons From a Customer Service Fail
AUGUST 4, 2014
But that doesn’t mean you can disregard the feedback and punish people who make negative comments on your customer service. The post Social Media Roundup: Lessons From a Customer Service Fail appeared first on Associations Now
Sorry, Verizon, this is not warm and fuzzy customer service
JANUARY 14, 2013
Sorry, Verizon, this is not warm and fuzzy customer service. In fact, this is not good customer service at all. What customer service lessons can be learned from this example? Uncategorized "customer service" donor membership Verizon
Customer Service Broken? Your Technology Probably Is, Too
SEPTEMBER 30, 2014
The cable and internet giant Comcast is in the middle of a major shift on customer service, after being dogged about it for years. Comcast’s service is so bad that Public Knowledge held a remix contest recently to mock the company’s viral phone calls.
Best Benefit Ever: Free Legal Services for Design Professionals
MARCH 3, 2015
Professional design association members can get their legal agreements in order with a year of free documentation services. Shake’s services provide AIGA members with a simplified way to manage legal documents and keep tabs on transactions should any disputes occur.
How’s your social customer service?
JANUARY 24, 2012
How’s your social customer service? 88% of consumers are less likely to buy from a company that ignores them on social media sites. Check out the full Conversocial study here. I know I notice – very strongly – when my tweets go unanswered.
Monday Buzz: Concierge Services Embrace Mobility
JUNE 29, 2015
Hyatt Regency’s app is the result of a collaboration with startup Zingle , which isn’t alone in tackling the problem of upgrading concierge services to fit the demands of mobilecentric guests. The power of a concierge desk can now fit into your pocket.
Lessons for Associations From the Service Industry
MARCH 28, 2017
They are world-renowned for their outstanding customer service, which has been engrained in the company culture. How do you go about communicating the bigger picture? Ari Weinzweig is co-founder of the massively successful Zingerman’s Community of Businesses.
Why and How You Should Get Proactive About Customer Service
MAY 4, 2015
This puts customer service front-and-center in today’s marketplace. So, the only way you can really stand out is by delivering superior service. Virgin Atlantic found that customers serviced through chat convert at a rate 3.5
LinkedIn Products & Services Tab Disappearing April 14
MARCH 28, 2014
And now I just learned that another great tool that’s been free up until now will be disappearing soon: LinkedIn page’s Products & Services tab. From the LinkedIn announcement: Your Products & Services tab will be removed on April 14, 2014.
How long til your products and services are obsolete?
MARCH 7, 2013
Music formats over a mere few years. Just a metaphor, but think about it. From here. Potluck
Product and Service Engagement Drives Membership Retention and
APRIL 10, 2012
Product and Service Engagement Drives Membership Retention and Growth. The connection between the products and services offered by an association and the impact of usage of these on membership is profound
Insurance Groups Raise Red Flags on Ride-Sharing Services
JUNE 24, 2014
Despite the popularity of services such as Uber and Lyft, the insurance industry says the companies are putting drivers and passengers at risk by not providing adequate coverage. The post Insurance Groups Raise Red Flags on Ride-Sharing Services appeared first on Associations Now
Higher-Ed Group Launches Consulting Service For Members
JANUARY 21, 2016
After repeatedly being asked by members about how they could be prosperous in the long term, the Association of Governing Boards of Universities and Colleges formed a new consulting service—AGB Institutional Strategies–to reinvigorate higher-education business models.
We Remember: Organizers Expect 40 Million to Join 9/11 Day of Service
SEPTEMBER 10, 2014
In the five years since it became a federally recognized National Day of Service and Remembrance, 9/11 Day has experienced tremendous growth. The nonprofit MyGoodDeed is the organization behind 9/11 Day , which in 2009 became a federally recognized National Day of Service and Remembrance.
Tapping Into Attendee Expertise For Community Service Projects
MAY 19, 2017
Your attendees have professional skills and specialized knowledge that can make a difference when they’re put to work in a conference-related community service project. The post Tapping Into Attendee Expertise For Community Service Projects appeared first on Associations Now
Is the Financial Services Industry Poised for Market Disruption?
AUGUST 17, 2015
If the financial services industry is to keep up, it needs to: embrace and acquiesce to the new customer mindset. Technology is enabling a greater awareness of how companies are servicing customer demands. Credit card services have their own databases, and processes for segmentation.
Financial Services Roundtable Takes Aim at “CFPB Rumors”
AUGUST 20, 2014
A Bitcoin Warning Financial services groups aren’t the only ones under Consumer Financial Protection Bureau scrutiny at the moment. The post Financial Services Roundtable Takes Aim at “CFPB Rumors” appeared first on Associations Now