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3 Reasons Why Online Mentoring Programs Attract New Members

Written by Julie Dietz on September 19, 2017 at 8:30 AM

Question: With regard to your association, what’s keeping you up at night?

Answer 1: Not gaining new members.

Answer 2: Figuring out how and where to acquire new members.

These aren’t hypothetical examples. They are direct quotes from Marketing General’s 2017 Membership Marketing Benchmarking Report, which lists new member acquisition as one of the top three priorities for associations.

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Topics: Millennials, Marketing, Associations, Member Experience

Is Your Company Using Online Community Data Effectively?

Written by Scott K. Wilder | on September 14, 2017 at 8:30 AM

In my last post, I talked about folding community into your larger business operations to better serve customers and your company, a technique known as Community as an Integrated Service (CIS). I also laid out the fundamentals of PIE (Processes, Integrations and Ecosystems), a framework for building out CIS. Well, every pie needs filling, whether it is blueberry or raspberry. CIS’ PIE filling is Data.

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Topics: Online Community Management, Customer Communities

How Online Communities Help Teams Build a Culture of Collaboration

Written by Molly Talbert | on September 13, 2017 at 8:30 AM

According to the Harvard Business Review, before technology made it possible for companies and organizations to connect with large groups of colleagues and stakeholders anywhere in the world in real time, the average team size was around 20 people. Today, however, it isn’t uncommon for people to work in teams comprised of upwards of 100 people—many of whom interact with one another virtually and not face-to-face.

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Topics: Collaboration Tools

5 Steps to Create a Sponsorship Program that Increases Non-Dues Revenue

Written by Julie Dietz on September 12, 2017 at 8:30 AM

Sponsorship programs are tricky. Most associations have one (or have at least considered one), but are still fine-tuning the details. Is pricing too low? Too high? Do sponsors see the value in each sponsorship package? What do members think of the program?

And what about your association? Is your program effective at increasing non-dues revenue?

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Topics: Marketing, Associations

Your Online Community is Biased—Three UX Tips to Engage Everyone

Written by Molly Talbert | on September 7, 2017 at 8:30 AM

It’s time you face the facts—your online community is biased. Customers bring their own bias when they engage on the platform and community professionals build in bias as they create the space and social norms. Biases are there, baked into your community from all sides—there’s no getting  around it.

Biases aren’t always bad. In fact, community builders often work to create certain biases that encourage behavior they want to see in the community. For example, a ‘family friendly’ community might encourage limited  participation during the weekend or after working hours, creating a “spending time with family”  bias. It is subtle but sets an expectation that drives the way members engage.

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Topics: B2B Communities, Associations, Customer Engagement

Top 11 Productivity Apps for Membership Managers

Written by Christina Green | on September 5, 2017 at 8:30 AM

Happy belated Labor Day! While you enjoy the last of your summer and get back into the swing of things on the work front, we thought we'd greet you with a few recommendations on tools that will help you get out in front of your deadlines and be more productive.

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Topics: Associations

How to Enable Subject Matter Experts to Contribute in Your Online Community

Written by Trevor Noland on August 31, 2017 at 8:30 AM

Subject matter experts (SMEs) have the potential to be the most versatile and impactful members of your community. But are you enabling them to make an impact and, more importantly, do you know what obstacles they are facing within the community and your organization?

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Topics: Online Community Management, Engagement

How to Increase Nonprofit Website Traffic (And How That Translates to Revenue)

Written by Julie Dietz on August 29, 2017 at 8:30 AM

Websites are par for the course. Your nonprofit probably already has one, but you may be leaving money on the table if you’re not consistently working on improving your website’s visibility.

Just having a website isn’t enough. You need to go beyond building the initial site to create an effective online destination for your donors, volunteers and supporters, as well as prioritize getting new eyeballs on your content. A strong, carefully crafted website that gets new visitors and consistently brings loyal supporters back can become of your nonprofit’s most powerful tools for increasing awareness and revenue.

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Topics: Communications, Nonprofits and Charities

Turn Customers from Promoters to Creators

Written by Molly Talbert | on August 24, 2017 at 8:30 AM

Are happy customers as engaged as they can get? Or is there any way to increase their engagement—by giving them more purpose and helping your organization create more value for all members? As it turns out, there is more to customer engagement beyond simply being a “happy customer”—specifically what we call “promoters” and “co-creators.”

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Topics: B2B Communities, Customer Engagement, Customer Advocacy

Why Bad Customer Service Disappears in an Online Community

Written by Molly Talbert | on August 22, 2017 at 8:30 AM

According to a study done by Forrester Research, 80 percent of businesses think they deliver ‘superior customer service.’ And, guess what? That same survey found that only eight percent of customers agree. Clearly, there’s a major divide between perception and a hard reality.

In a world where mistakes and missteps can go viral instantly, no one wants to be caught in the social media crosshairs for bad customer service. But there are social communities that can manage customer service issues as well as generate new approaches while building stronger customer relationships.

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Topics: Customer Support

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