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 […]

Loyalty Learnings #18: Integrating Survey Data With Internal Metrics

Edited Transcript: A really valuable tool for most companies is to integrate loyalty analysis with metrics that firms capture internally about the customer experience.  Let me give you an example.  We had a client who had product changes that the customer did online.  So, I as a customer would get online to change the configuration […]

SOLD: The Case for Advocacy as a Focus for REALTOR Associations

Advocacy – in terms of political support, legislative activity, and consumer-focused efforts – have long been a challenge for REALTOR® Associations, both at the local and state levels.  Since advocacy is one of many benefits offered by local associations, we typically find that members are divided in terms of their evaluations.  Roughly half truly value […]

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 […]