The Difference Between Customer Service and Member Experience

Smooth The Path

What happens when a member writes or calls a staff person at your association? Likely this member will receive an amiable and efficient response. Customer service is different than member experience. Member experience, on the other hand, is more pervasive.

Member Experience: Associations’ New Blueprint for Engagement

Smooth The Path

These are some of the terms engaged members use to describe their feelings about their favorite association. Over the years, I conducted 33 research studies on behalf of professional and industry associations, personally chatting with over 473 members. Professional family.


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14 Ways to Improve Your Organization's Member Experience

Wild Apricot

A few years ago, I joined an online writing club. I was hoping to start tracking my writing progress and connect with other writers, and I hoped the sense of community would give me motivation to keep developing my skills. Two months after I joined, membership

Member Benefits Take a Back Seat to Member Experiences

Smooth The Path

What is it like to be a member? Many members say they feel a warm sense of belonging. Engaged members talk about the sense of community where colleagues are supportive, understanding, and generous. Members also feel valued because they give to the community.

Tiny Kindnesses to Improve Our Member Experience

Smooth The Path

Somebody at the TSA figured out how to transform a potentially terrifying experience for little kids into an adventure of intrigue and excitement. What bits of your member experience feel like drudgery for members? Related: Hearing every member’s voice.

Debugging Your Members’ Experience

Smooth The Path

Member retention rates are falling, or perhaps they just are not rising. Or your new member renewal rate is far below the average member renewal rate. Or members join but they do not move up in the engagement hierarchy. Some associations are still offering solutions to the issues that members had ten, twenty, or forty years ago but, are not providing solutions to the critical challenges members are facing today. Once again talk to members.

Identify Spots of Fear for a Better Member Experience

Smooth The Path

There are points at which your members are in heightened states of fear. When might your members experience fear? Identify all the places where members might feel a twinge (or a lightning bolt) of fear and work to improve their member experience.

How Technology’s Past and Present Will Affect Future Member Experiences

Higher Logic

The post How Technology’s Past and Present Will Affect Future Member Experiences appeared first on Higher Logic. A recent episode of the Member Engagement Show podcast featured a discussion on how technology, or the lack of it, shapes the member experiences associations provide.

Three terrific tech tips to transform the member experience

Nimble AMS

Does your association have a problem with member loyalty? Sometimes individuals readily join your organization but don’t participate in member events or network in professional activities. How innovative technology builds member loyalty. Member analytics.

Creating a member experience that yields growth

HighRoad Solution

Association members follow the same process when they’re making decisions about attending events, renewing their membership, or getting certified. member engagement Member experience Email Automation member conversion member retention

Introducing SocialLink mobile app to transform your member experience.

YourMembership Blog

Your association membership is boosted by your members seeking credibility, professional development, competitive advantages and ways to give back. But, one of the primary reasons members join your association is for networking opportunities. It’s the association industry’s first online community and social mobile app built into an association management software.

Intentionally Designing Member Experiences

Smooth The Path

If you have ever had the experience of attending a meeting, conference or session where you saw the other participants respond enthusiastically, only to try that very same thing back on your home turf and get a lukewarm response you’ll know what I mean. It’s another to feel the response and then design an experience to elicit that same feeling. Here’s the thing about experiences. Experiences are not a moment in time. Related: The stories members make up.

Social engagement for a great member experience

YourMembership Blog

Think for a minute about all of the ways your members interact with others – social media channels, messaging apps, and your online community, just to name a few. The post Social engagement for a great member experience appeared first on YourMembership. Membership & Marketing Online Community Member Engagement SocialLink

9 Ways to Improve Your Organization's Member Experience

Wild Apricot

Wondering how to keep your members around forever? Here are 9 ways you can improve their member experience of your organization and engage your members more than ever

How to turn your members events into great member experiences

YourMembership Blog

3 strategies for associations to elevate the event experience for your members. Learn how to enhance and elevate the event experience for your members. The post How to turn your members events into great member experiences appeared first on YourMembership. Events and conferences are one of the largest sources of non-dues revenue for associations. Events and conferences are powerful tools for associations.

How to Reevaluate the Member Experience in 2022


The pandemic affected industries and professionals differently, but most of your members probably experienced big changes at work and home. Fewer members were interested in the time commitment required by volunteer leadership. Member engagement” was a moving target.

How to boost the member experience by integrating career center software with Nimble AMS

Nimble AMS

What kind of benefits are members looking for when they join an association? According to the Community Brands 2022 Association Trends Study , member priorities have shifted to tangible, personal benefits. Build interest with non-members.

Meet Higher Logic Thrive: Our New Member Experience Solution for Associations

Higher Logic

The post Meet Higher Logic Thrive: Our New Member Experience Solution for Associations appeared first on Higher Logic. Presenting Higher Logic Thrive, the complete solution for associations to create powerful member experiences, easily.

Association Trend Watch: Member Experiences

Smooth The Path

The world is moving toward experiences … are associations focusing enough on member experiences? But what we are building with artificial reality is an internet of experiences.” Virtual reality, I hear, is far better when you experience it with someone else. With virtual reality or mixed reality as the delivery system we will move the internet from one of information to one of experiences. We used to focus on member benefits.

Enhancing The Modern Member Experience


Guest post by HeidiAnne Malcom, RSM US Members interact with your organization in many ways, but the main way is through your website. When members and nonmembers visit your website they already have an expectation of the experience they should encounter. members.

The ROI of Smarter AMS: The Member Experience


A powerful AMS helps your organization streamline its internal processes so that your leadership and staff can focus on the member experience. Engaged members will renew their contracts and recruit colleagues who help your organization grow and support your mission.

Delivering Super Low-Cost Exceptional Member Experiences

Smooth The Path

A delightful member experience doesn’t have to flashy, highly technological, or expensive which is good because your smaller association or your chapters may not be able to afford expensive options. A very pleasant member experience can just be human. Taking an interest, smiling, helping, and thanking members all go a long way when that kind of behavior is too rare. Related posts: The problems attendees experience at conferences.

Personalize the Member Experience, Increase Retention

YourMembership Blog

Ideas to help you engage, empower and retain members. Being Thoughtful Takes a Minute… June 12th, 2012 | Posted in Member Engagement + Retention. I’ve written about personalizing the member experience for years now but Chris Brogan reminded me in his weekly newsletter just how far personalization can go. In his newsletter he wrote about how the folks at Social Media Camp in Victoria, British Columbia made his experience memorable.

Embrace Personalization and Improve the Member Experience

Nimble AMS

It’s time to deliver the experience members have come to expect. Your association might want to provide a personalized member experience, but are you actually doing it? Chances are that your association wants to provide a personalized member experience.

Enhance Member Experience Part 4: Gamification


Leverage your email preference center to augment the member experience

HighRoad Solution

Organizations spend a great deal of time making assumptions about their members' interests. And there are a number of tools out there to support the collection of behavioral data so that associations can get better and better at getting to know their members.

3 New Year’s resolutions to improve your association members’ experience.

YourMembership Blog

The post 3 New Year’s resolutions to improve your association membersexperience. Membership & Marketing Member Retention Professional DevelopmentIf you’re anything like me, coming up with New Year’s resolutions can be overwhelming and anxiety-ridden, not to mention their failure is often accompanied by evidence. I only have to look over my shoulder at the elliptical in my office to spot a failed resolution of 2016. However, it doesn’t have to be this way.

How Online Communities Enhance Member Experience Part 2


Online communities can not only adapt to your business, but it can also foster collaboration among members. Collaboration Community Manager Association Tools Online Communities Business Online Online Software Group Work Member Experience

5 ways an online community is key to delivering a great member experience

Nimble AMS

Delivering value for your members is what your association is all about. You’re the place your members go to stay informed, network, and advance their careers. In fact, Community Brands research shows that networking is one of the primary reasons members join an association.

Amanda Kaiser Webinar: Fueling New-Member Experiences


It’s a fact that a member’s decision to renew is profoundly influenced by their experience when they first join – is your association fueling exceptional new-member experiences? Join us on Thursday, October 11th, when membership expert and guest presenter, Amanda Kaiser, will explain how associations can focus on new members in order to successfully engage all members. See why engaging new members within 3 days to 3 weeks is critical.

3 Minute Mini-Course for Association Professionals: Better Member Experiences with Imaginative Empathy

Smooth The Path

We have all felt the frustration of knowing that our members only remember a fraction of the benefits they are entitled to. The benefits list is hard to remember but the experiences our members have are easy to remember. It is important that we know how we are making members feel. Related: How big or small do association conference make members feel? Move membership from a transaction to an experience. How associations actually push new members away.

Membership Hack: Storify Member Experiences

Associations Now

Associations can use the Storify tool to quickly and efficiently gather social posts into online stories that highlight the member experience. Storify is a free and easy-to-use tool that aggregates several social media platforms into a single live blog stream, creating a dynamic and engaging way to tell members’ stories as they happen in real time. In many ways, the collection of stories gave members motivation. “We

Asking Members to Opt In After a Bad Member Experience

Smooth The Path

I met a really unusual member today. After having a bad first conference experience most members don’t attend again. After having a bad chapter event experience most members don’t go again. After reading a few emails and finding no value most members start ignoring the association’s emails. Most members, when they don’t get value, when things get difficult, when they have a bad experience, opt out. Not this member.

How Online Communities Enhance Member Experience Part 1


Online communities can not only adapt to your business, but it can also foster collaboration among members. Does your association or organization use an online community platform? There are several ways associations use online communities to address business needs across all industries.

Foster the Prerequisite for Contribution

Smooth The Path

They can: Prime members to participate. Give members a little friendly nudge. Prioritize imbuing a sense of safety into all member interactions to help members wholeheartedly engage.

Challenges with Member Experience Facing Associations

KiKi L'Italien's Acronym Soup

One of the big questions Todd asked me was about the challenges facing organizations today; especially as it pertains to experience for their customers or members. What Challenges Are Facing Associations As It Pertains to Customer Experience? Understanding Data I think one big challenge organizations face in building the right member experience is in figuring out how to use the data associations already have. What does that experience feel like to the customer?

Improve the Member Experience with Curated Networking

Smooth The Path

How many meaningful connections does each member make during the conference? Are you wondering how that can be when members share the same profession or same title or same industry? From our member’s point of view there is actually a lot of variation. Members want to meet others demographically like them. There is also goals focus to consider, members want to meet others who have the same goals. One reason why associations connect members.

Deliver better member experience using AI-based chatbots

Nimble AMS

Ready to take your member experience to the next level? Artificial intelligence technologies, like chatbots, can help associations work more efficiently and boost member satisfaction. That’s where chatbots can make a huge difference in the customer experience.

The Calculation Whether to Renew

Smooth The Path

Every time members decide to renew; they do a similar two-part calculation. How do I feel about being a member? Successful future associations will move beyond value and take ownership of their membersexperiences by thinking more about members’ emotional journeys.

Members Find Talking to You Engaging

Smooth The Path

Approachable staff and volunteer leaders are engaging for members. When staff and volunteer leaders are approachable, other members catch on and become more approachable too. Related: Are members getting enough stardust? Tiny kindnesses to improve our member experience.