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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

How User Groups Defer Customer Support Costs While Creating Raving Fans

Written by Julie Dietz on August 17, 2017 at 8:30 AM

In 2016, businesses lost $63 billion dollars due to bad customer service. That’s up from 2013 by a whopping $20 billion.

To make matters worse, almost half of customers will stop doing business with a company because of bad service – a percentage that will likely increase as younger generations (who are more likely to switch companies) become more prominent and influential.

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Topics: B2B Communities, User Group Communities, Customer Experience, Customer Support

5 Unexpectedly Thoughtful Ways to Thank Your Association’s Volunteers

Written by Julie Dietz on August 15, 2017 at 8:30 AM

Whether they’re in your office or working remotely, your association probably has volunteers contributing to projects every day. They might be doing multiple microvolunteering activities, serving on a committee, or helping with special initiatives – all of which are essential to your association moving forward. So keep them motivated and feeling valued by showing appreciation for their hard work.

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Topics: Volunteer Management, Associations, Member Experience

How Members’ Website Expectations Have Changed (And How You Can Keep Up)

Written by Julie Dietz on August 10, 2017 at 8:30 AM

Advances in technology and web design have changed what we expect from the internet and the websites we use every day. A great website five or ten years ago wouldn’t meet the cut today. Think about Facebook’s early design, for instance. It was text-heavy and clunky. (Don’t remember what Facebook was like in 2004? Take a trip down memory lane with PCMag.)

Your association’s website is no different. It needs to meet and adapt to your members evolving and increasingly particular needs. Here are six ways that your members’ website expectations have changed in just the last few years and how you can keep up.

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Topics: Marketing, Associations, Member Experience

How To Start a Micro-Advocacy Program in Your Association

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

What happens when you combine a passionate segment of your membership with opportunities to make a difference beyond the walls of your association? An advocacy program.

With an advocacy program, your organization can offer added-value for your members while simultaneously positively impacting issues and constituencies important to your industry and members. By giving members an advocacy outlet, you can expand your reach while creating stronger bonds with your current members.

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3 Types of Online Learning Experiences Association Members Love (And How to Provide Them)

Written by Julie Dietz on August 3, 2017 at 8:30 AM

Online learning and distance education is on the rise, providing easy-to-access and challenging development opportunities for users. And since associations have traditionally been a major part of post-secondary education—providing practical skills and job training—they’re seeing major benefits from online education.

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Topics: Associations, Member Experience, Member Engagement

How to Improve First-Year Member Retention

Written by Julie Dietz on August 1, 2017 at 8:30 AM

Retention is king. It’s vital to growth and sustainability as well as the success of new member acquisition campaigns. Because how valuable are new members if they stay for just one year?

That’s what many new association members do. They join, pay their dues, and drop their membership a year later. For some associations, first-year members account for more than 70 percent of attrition. That’s a big hit to your growth strategy.

To help your association grow and make acquisition campaigns valuable, you can’t just motivate new members to join. You also need to convince them to stay.

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Topics: Associations, Member Retention, Member Experience

How to Find Your Best Content Topics (Without Paying for Market Research)

Written by Julie Dietz on July 27, 2017 at 8:30 AM

How is your association keeping its offers relevant to members and preparing for the future?

According to a recent study by Leader Networks, most associations – 83 percent – are aligning their products and services to market needs so they meet members’ expectations and stay relevant. That’s a smart goal, but it requires a deep understanding of members and prospects.

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Topics: Member Communities, Associations, Member Experience

How to Increase Customer Retention with an Online Community

Written by Julie Dietz on July 25, 2017 at 8:30 AM

A five percent increase in customer retention can increase business profits by 25 percent. That’s substantial, but according to the Harvard Business Review, it may be on the low side. That same five percent retention increase may be able to increase revenue by up to 95 percent.

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Topics: Customer Communities, Customer Experience, Customer Retention, Customer Support

How to Overcome Challenges and Use Community as an Integrated Service to Improve Business Results

Written by Scott K. Wilder | on July 20, 2017 at 8:30 AM

Historically, organizations have struggled to integrate community into their infrastructure and customer-facing offerings. Community is often looked at as a standalone application or service that’s tacked onto a company’s overall suite of platforms, such as their corporate website, their marketing automation platform, their email engine, and their CRM.

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Topics: Online Community Management, Customer Communities, Customer Experience

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