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Explore the Higher Logic Blog:Online CommunityMarketing Automation

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Written by Tom Lehman on May 16, 2019 at 9:08 AM | 4 minute read

 

“Digital transformation” is leaving no stone unturned. Its effects aren’t limited just to big consumer brands like Amazon, Netflix Uber. 1 6 VTS Toys Vm-020 Páramo Ranger The Road To Hell Furiosa Figura Vm020 DamTechnology has changed how people travel down the path toward membership at your association, and how they engage with your association if or when they join.

A member’s experience with your association or nonprofit used to look different.1 6 Women Figure Head Sculpt Female for 12 Hot Toys Phicen Kumik Body Toy A They might hear about you through a direct mail flyer, send in a check to join, and attend a conference once a year. That was association membership. Their journey to joining your association was linear and sequential.1 6 Worldbox Durable Figure Zombie AT019 Wounds Body & Head

Now, they come to your association at various stages of the funnel, or the member/buyer’s journey. And along the way, they expect a different experience from what was the norm 20 years ago.

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1 6 ZC-129 RÍO FERDINAND MANCHESTER UNITED Written by Elizabeth Bell on May 14, 2019 at 8:41 AM | 8 minute read

No matter the reason for the change, anyone who has grown an online community to maturity can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.1 6 ZOMBIE WARRIOR DARYL DIXON THE WALKING DEAD DOUBLE PLAY 12 CROSSBOW MAN FIG

There are logistical and personal challenges to migrating an entire community, like:

  • What if engagement totally dies?1 6TH Crazy Toys DC Comics Suicide Squad Harley Quinn Figure Figurine Toy Doll
  • What if we lose all the activity from our old community when we transition?
  • What if members don’t move?1 6th Scale Collectible Hall of Armor
  • What if members start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community could be what it needs to become even better.

1 6TH SPIDER MAN HOMECOMING 12'' BY CRAZY TOYS DOLL STATUE MODEL GIFTTo get you to that new, better place, there are some strategic elements to think about as you transition your community from one platform (be it social media, a different company, or a listserv) to another.

We’re here to help you meet your goals while avoiding these pitfalls.

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Written by 1 6 Tbleague Antiguo Phicen Acero Esqueleto sin Costuras Pálido Grande Busto on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?1 12 Minichamps Valentino Rossi Figure MotoGP 2004 The Kiss Welkom South Africa A lot of software companies do. It’s one of those boxes that you check because you know it’s a best practice.

But something else that’s common is when companies check the CAB box just to have one, but don’t end up doing much with it (likely because of the workload it takes to manage). 1 18 Operation Market GardenRather than becoming the product and customer experience-changing entity that it has the potential to be, many CABs go into hibernation, never to be heard from again.1 30 Allied Pilots Two Figures - Knights of the Skies Collection

It’s time to change that. It’s time to mobilize your CAB for action.

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Written by Nick Mignogna on May 1, 2019 at 10:14 AM | 9 minute read

 

In today's global economy, you're no longer competing with just the businesses in your town.1 6 BBI Elite Force U.S Army Helicopter Pilot Night Stalker USAF 12 Figure You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. 1 6 Flirty Girl's Figure Combat Short Fashion Clothing Set in Brown FGC-2016-7You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

Smart businesses that find themselves in this situation turn to customer support as the differentiator.

Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers.1 6 Play Toy The Terrorist Collectible 12 Action Figure ---Dent damaged box--It will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:

Clearly, there’s a major divide between perception and a hard reality.1 6 scale HOT TOYS MMS210 THE CROW Eric Draven GUITAR

So how do you create a great customer service experience that puts you on the right side of these statistics?

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