Map your member experience journey today

Once a member joins your association, the hope is that the member is just beginning a long and prosperous journey with you.  However, this starting point begins a series of interactions and “touches” with your organization that can lead to happy members – or members running for the exit. In our most recent member engagement […]

Three Things You’re Doing Wrong With New Customers

One significant issue that our clients have been faced with is vulnerability in their new customer base.  Companies invest significant time and dollars into acquiring these customers.  Defection among these customers turns them into a negative investment for the company and contributes to a sales hole for the team. One client conducts a separate survey […]

Solutions Spotlight: Member Needs Assessment

Transcript: One of the types of research that we’re frequently approached to develop a proposal for is a Member Needs Assessment.  What we’ve learned over the years is that Member Needs Assessment means a lot of different things to different individuals and organizations.  For some organizations, it’s simply what are the member benefits that our […]

Which Type of Advocate Are You?

We’ve seen that association and society members can play various roles when it comes to your advocacy efforts.  However, what kinds of roles can your organization play for your members? There are three different roles that members can expect you to play: as an informer, an influencer, and/or an action-taker.  Some associations are only expected […]

3 Types Of People You Need To Talk To During Your Due Diligence

During a merger or acquisition, the diligence process is focused on risk:  are there any financial indicators of failure?  Companies that go above and beyond in assessing risk go beyond the financials and look at customers to uncover risks and possible opportunities. Several times, we have heard customer interviews are done infrequently at best, or […]