member satisfaction

Member Satisfaction is Not Member Engagement: Going All-In on a Shift in Association Strategy

  Background & Challenge: An international medical society had measured member satisfaction with its organization since 1999. During that time, satisfaction had increased significantly from 58% in 1999 to 76% in 2013. However, while most members were seemingly “happy” (and retention rates remained around 98%), the organization did not understand how engaged its membership truly […]

Knowing Your Audience: Growing Your Meeting Attendance the Smart Way

Situation: A professional society with ~4,600 practicing members had seen attendance at their annual conference stay flat at around 1,000 registrants over a five year period. Significant time and resources were invested during this period to encourage higher attendance rates. Different approaches were experimented with (e.g. changing locations, introducing different formats and more aggressive marketing […]

Bring Back The Glory Days

We can all agree that the glory days of air travel are long gone. The days when you dressed up for a plane trip, enjoyed a hot meal off fine china, and attendants indulged your every wish, is the stuff of legend….and folklore. As air travel has gone from luxury to commodity, we have seen […]

Put Yourself In Their Shoes

“Put yourself in the shoes of your customer.  Try to think like them and you’ll be able to improve your service to them.” This idea recently appeared as the main story line in a B2B publication.  I’m sure that many readers of that publication find this logic to be unassailable.  Many of us have heard […]