INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
How can your association help members when they are at their most fragile? Do you have content, resources, networks, consultants, processes or other mechanisms for helping members when they hit those inevitable low spots in their career? MORE
For example, when a new member joins your association, your AMS shoots that piece of data over to integrated software. Your online community starts adding the member into the right communities. Your marketing automation software triggers a new member welcome campaign. MORE
If members feel engaged in both the organization and their own experiences with your organization, then everyone benefits. You’re putting your members in control of their experience. You’re starting a conversation with your members. MORE
Association Marketing Strategy Member ExperienceWhat color is your association’s logo? Was it something that was inherited from your founding or did you recently rebrand? MORE
A meeting planner said to me, “the whole conference experience is decided in the first 10 seconds”. But, attendees are assessing the experience. Typically great experiences cost money, right? Not all experiences have to, especially these. MORE
The post 3 New Year’s resolutions to improve your association members’ experience. 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. MORE
More associations than ever are adopting online community platforms for their members. Today, we welcome a guest post from Andy Steggles at Higher Logic. To learn more about the power of online communities, visit www.higherlogic.com. MORE
The biggest problem with most annual conferences is that most members cannot go. What percent of your members make it to the conference each year? Which means that 70 to 90 percent of our members do not experience one of the top benefits the association has to offer. MORE
You’re informed about members’ digital activities. Each aspect can be connected to dictate the pathways and actions triggered during a unique subscriber’s experience. You want your subscribers to feel like their experience has been tailored just for them. MORE
When members get no response, they may think the association is another bureaucratic mess with no focus on customer service. It is worth noting that most members and potential members are blind to how busy the staff may be pre-conference or during other crunch times. MORE
There is a short window of opportunity to engage new members. Most new members join with high hopes. During the first few days of their membership, new members are inherently very engaged. We only have 3 days or 3 weeks to engage some new members. MORE
Email Communication Membership Management Software Member ExperienceI’m attending a wedding next month. MORE
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. MORE
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. MORE
Customization capabilities and mobile-friendly access are also vital features at the core of delivering the seamless community experience your members want. Drive a Better Member Experience with Additional Modules. Objective #6 - Online Member Experience. MORE
And neither do your members. AMS Software Member Experience PersonalizationRemember the good old days when you were researching a vacation in Paris and an ad for Chinese food popped up in your internet browser? Do you miss that? Because I don’t. MORE
Finally, she decides to try a one-year experiment and join. Even if your members do not pay for their membership themselves, research says, they are annoyed by asks for more money early on. Consider adding a new member onboarding program or revising your existing program. MORE
You’re already trying to provide a positive customer or member experience, and maintain strong communications with them. Let’s start with that first part, about the experience. Put Experience First. Personalize the Member Experience. MORE
Struggling to get members engaged? When associations struggle to get members engaged, they often search for practical solutions like these, special tricks for getting members’ attention. Of course, once members do get involved, they’re more likely to stay with you. MORE
However, our members, especially new members are highly attuned to our tone. Spend some time pondering how you want members, and new members to feel when they interact with the association. Related: We talk about the importance of tone in the New Member Engagement Study. MORE
Analytics Membership Marketing Association Trends Member ExperienceIt seems like only yesterday we were worried about what would happen when the computers hit the year 2000. Now it’s nearly 2017 and a lot has changed. Just think about technology. MORE
Each member may not bring a banner, like a canvas grocery bag, along with them expressing their worldview. However, each member certainly does bring their strongly held personal worldview to each interaction with their association. Some members are not huggers. MORE
Have you ever had this experience? An abandoned cart campaign is a perfect example of how marketing automation can be used to create a great user experience. When revealed, it’s actually quite a useful way to give members a more personalized, tailored, helpful experience. MORE
Training Membership Management Software AMS Software Member ExperienceHow many times have you heard someone say that they want to make a difference? MORE
Wouldn’t it be awesome if you could customize everything little thing you did for your members? We’re talking content, meetings, events - the whole member experience. But that’s not to say you can’t customize your member experience at all. MORE
Businesses that deliver a cluttered customer experience have likely fallen victim to short-sighted temptations. Associations can avoid the same fate by fending off the forces that put other goals ahead of member needs. And that the association itself belongs to the members , anyway. MORE
Change your member’s profile photos to show a special banner, such as MVP, so it’s clear that your volunteers are some of the most valuable members of your association. Add a permanent, rotating leadership role or board member position for your volunteers. MORE
Not only do we experience first impressions of each other, but we also have first impressions for everything else from places to brands, and products, and organizations, and more. Our members do the same. Related: New Member Engagement Study [free report]. MORE
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. Move membership from a transaction to an experience. MORE
For the last year, I have been saying that members who engage with the association within the first 3 days to 3 weeks of joining become more engaged through the life of their membership. I have been shouting this from the rooftops because members have told me this in interview after interview. MORE
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. MORE
Associations can use the Storify tool to quickly and efficiently gather social posts into online stories that highlight the member experience. The stream of posts became a way to highlight RTDNA members doing the grueling and challenging work of covering a category three hurricane. MORE
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. Not this member. MORE
Conference Management Mobile Strategy Event App Member Experience“There is no reason anyone would want a computer in their home.”. What a spectacularly incorrect statement. MORE
What if the member experience at your association was just the opposite? What if the experience was more like Joe’s? Related: 3 The decision to join myths and the reason members join our associations. Hidden problems that seriously erode member engagement. MORE
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. MORE
Many associations see that their most at-risk members, the ones least likely to renew, are new members. But some new members do engage with the association, and they go on to become engaged 3-7 year members. Is the association providing enough value to long-time members? MORE
Shirley looked at the metrics of her 6-month new member email campaign. Overall new member renewal rates had increased a couple of percentage points since the program was implemented, which was directionally good, but not good enough. Focus Only on The Value New Members Need. MORE
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. Experiences are not a moment in time. MORE
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? MORE
What is the real value of associations for members? I have heard members say, “I felt very uncertain, even scared, about taking the next step in my career but, the association helped me be confident.” How does your association make members feel? MORE
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? See why engaging new members within 3 days to 3 weeks is critical. MORE
Imagine members clapping, and cheering, and standing on their feet. Conference Member Experience attendee engagement attendee experience conference conference culture conference experience creating member experiences member experiences MORE
Member Experience Related Topics YourMembership Blog
MARCH 9, 2017
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.
Smooth The Path
MAY 22, 2016
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. Experiences are not a moment in time.
Smooth The Path
JUNE 14, 2016
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.
GrowthZone
OCTOBER 9, 2018
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? See why engaging new members within 3 days to 3 weeks is critical.
Smooth The Path
MARCH 19, 2017
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.
Associations Now
SEPTEMBER 15, 2017
Associations can use the Storify tool to quickly and efficiently gather social posts into online stories that highlight the member experience. The stream of posts became a way to highlight RTDNA members doing the grueling and challenging work of covering a category three hurricane.
KiKi L'Italien's Acronym Soup
MARCH 23, 2015
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?
Associations Now
OCTOBER 12, 2016
Struggling to get members engaged? When associations struggle to get members engaged, they often search for practical solutions like these, special tricks for getting members’ attention. Of course, once members do get involved, they’re more likely to stay with you.
YourMembership Blog
JANUARY 5, 2018
The post 3 New Year’s resolutions to improve your association members’ experience. 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.
Smooth The Path
JANUARY 6, 2016
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. Move membership from a transaction to an experience.
Smooth The Path
APRIL 5, 2016
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. Not this member.
Smooth The Path
JUNE 5, 2016
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.
Associations Now
MARCH 16, 2016
Businesses that deliver a cluttered customer experience have likely fallen victim to short-sighted temptations. Associations can avoid the same fate by fending off the forces that put other goals ahead of member needs. And that the association itself belongs to the members , anyway.
Membersuite
APRIL 12, 2017
More associations than ever are adopting online community platforms for their members. Today, we welcome a guest post from Andy Steggles at Higher Logic. To learn more about the power of online communities, visit www.higherlogic.com.
MembersClicks
JANUARY 23, 2017
Wouldn’t it be awesome if you could customize everything little thing you did for your members? We’re talking content, meetings, events - the whole member experience. But that’s not to say you can’t customize your member experience at all.
Socious
OCTOBER 31, 2016
Association Marketing Strategy Member ExperienceWhat color is your association’s logo? Was it something that was inherited from your founding or did you recently rebrand?
Smooth The Path
MARCH 29, 2018
A meeting planner said to me, “the whole conference experience is decided in the first 10 seconds”. But, attendees are assessing the experience. Typically great experiences cost money, right? Not all experiences have to, especially these.
Smooth The Path
AUGUST 9, 2018
Imagine members clapping, and cheering, and standing on their feet. Conference Member Experience attendee engagement attendee experience conference conference culture conference experience creating member experiences member experiences
Smooth The Path
JUNE 28, 2018
When members get no response, they may think the association is another bureaucratic mess with no focus on customer service. It is worth noting that most members and potential members are blind to how busy the staff may be pre-conference or during other crunch times.
Higher Logic
AUGUST 2, 2018
Have you ever had this experience? An abandoned cart campaign is a perfect example of how marketing automation can be used to create a great user experience. When revealed, it’s actually quite a useful way to give members a more personalized, tailored, helpful experience.
Higher Logic
AUGUST 15, 2017
Change your member’s profile photos to show a special banner, such as MVP, so it’s clear that your volunteers are some of the most valuable members of your association. Add a permanent, rotating leadership role or board member position for your volunteers.
Smooth The Path
OCTOBER 11, 2018
What is the real value of associations for members? I have heard members say, “I felt very uncertain, even scared, about taking the next step in my career but, the association helped me be confident.” How does your association make members feel?
Higher Logic
DECEMBER 14, 2017
You’re already trying to provide a positive customer or member experience, and maintain strong communications with them. Let’s start with that first part, about the experience. Put Experience First. Personalize the Member Experience.
Smooth The Path
OCTOBER 16, 2018
How can your association help members when they are at their most fragile? Do you have content, resources, networks, consultants, processes or other mechanisms for helping members when they hit those inevitable low spots in their career?
Higher Logic
AUGUST 28, 2018
For example, when a new member joins your association, your AMS shoots that piece of data over to integrated software. Your online community starts adding the member into the right communities. Your marketing automation software triggers a new member welcome campaign.
Socious
OCTOBER 10, 2016
Email Communication Membership Management Software Member ExperienceI’m attending a wedding next month.
Smooth The Path
JULY 31, 2018
Finally, she decides to try a one-year experiment and join. Even if your members do not pay for their membership themselves, research says, they are annoyed by asks for more money early on. Consider adding a new member onboarding program or revising your existing program.
Socious
OCTOBER 26, 2016
Training Membership Management Software AMS Software Member ExperienceHow many times have you heard someone say that they want to make a difference?
Smooth The Path
FEBRUARY 27, 2018
The biggest problem with most annual conferences is that most members cannot go. What percent of your members make it to the conference each year? Which means that 70 to 90 percent of our members do not experience one of the top benefits the association has to offer.
Higher Logic
OCTOBER 8, 2018
Customization capabilities and mobile-friendly access are also vital features at the core of delivering the seamless community experience your members want. Drive a Better Member Experience with Additional Modules. Objective #6 - Online Member Experience.
Smooth The Path
JANUARY 16, 2018
Shirley looked at the metrics of her 6-month new member email campaign. Overall new member renewal rates had increased a couple of percentage points since the program was implemented, which was directionally good, but not good enough. Focus Only on The Value New Members Need.
Socious
DECEMBER 14, 2016
And neither do your members. AMS Software Member Experience PersonalizationRemember the good old days when you were researching a vacation in Paris and an ad for Chinese food popped up in your internet browser? Do you miss that? Because I don’t.
Higher Logic
SEPTEMBER 18, 2018
If members feel engaged in both the organization and their own experiences with your organization, then everyone benefits. You’re putting your members in control of their experience. You’re starting a conversation with your members.
Socious
NOVEMBER 28, 2016
Conference Management Mobile Strategy Event App Member Experience“There is no reason anyone would want a computer in their home.”. What a spectacularly incorrect statement.
Smooth The Path
JANUARY 25, 2018
However, our members, especially new members are highly attuned to our tone. Spend some time pondering how you want members, and new members to feel when they interact with the association. Related: We talk about the importance of tone in the New Member Engagement Study.
Smooth The Path
DECEMBER 11, 2017
For the last year, I have been saying that members who engage with the association within the first 3 days to 3 weeks of joining become more engaged through the life of their membership. I have been shouting this from the rooftops because members have told me this in interview after interview.
Smooth The Path
MARCH 6, 2018
What if the member experience at your association was just the opposite? What if the experience was more like Joe’s? Related: 3 The decision to join myths and the reason members join our associations. Hidden problems that seriously erode member engagement.
Smooth The Path
MAY 11, 2017
There is a short window of opportunity to engage new members. Most new members join with high hopes. During the first few days of their membership, new members are inherently very engaged. We only have 3 days or 3 weeks to engage some new members.
Smooth The Path
JUNE 14, 2018
Not only do we experience first impressions of each other, but we also have first impressions for everything else from places to brands, and products, and organizations, and more. Our members do the same. Related: New Member Engagement Study [free report].
Smooth The Path
FEBRUARY 8, 2018
Each member may not bring a banner, like a canvas grocery bag, along with them expressing their worldview. However, each member certainly does bring their strongly held personal worldview to each interaction with their association. Some members are not huggers.
Smooth The Path
AUGUST 2, 2017
Many associations see that their most at-risk members, the ones least likely to renew, are new members. But some new members do engage with the association, and they go on to become engaged 3-7 year members. Is the association providing enough value to long-time members?
Socious
DECEMBER 22, 2016
Analytics Membership Marketing Association Trends Member ExperienceIt seems like only yesterday we were worried about what would happen when the computers hit the year 2000. Now it’s nearly 2017 and a lot has changed. Just think about technology.
Higher Logic
JUNE 5, 2018
You’re informed about members’ digital activities. Each aspect can be connected to dictate the pathways and actions triggered during a unique subscriber’s experience. You want your subscribers to feel like their experience has been tailored just for them.
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