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Explore the Higher Logic Blog:Online CommunityMarketing Automation

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Written by Tom Lehman on May 16, 2019 at 9:08 AM | 4 minute read

 

“Digital transformation” is leaving no stone unturned. Its effects aren’t limited just to big consumer brands like Amazon, Netflix Uber. Alfani Womens Saage Pointed Toe Ankle Fashion BootsTechnology has changed how people travel down the path toward membership at your association, and how they engage with your association if or when they join.

A member’s experience with your association or nonprofit used to look different.Womens Transparent Ankle Boot Stiletto Casual High Heel Pointed Toe Back Zipper They might hear about you through a direct mail flyer, send in a check to join, and attend a conference once a year. That was association membership. Their journey to joining your association was linear and sequential.ECCO Men's Brown Cross X Classic Tie Sneakers Sz 44 EUR 4159

Now, they come to your association at various stages of the funnel, or the member/buyer’s journey. And along the way, they expect a different experience from what was the norm 20 years ago.

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Black Longwing Bounty Brogues by John White shoes Written by Elizabeth Bell on May 14, 2019 at 8:41 AM | 8 minute read

No matter the reason for the change, anyone who has grown an online community to maturity can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.Nine West Women's MOSSIEL Suede Pump

There are logistical and personal challenges to migrating an entire community, like:

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  • What if members start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community could be what it needs to become even better.

Nike LunarGlide 8 Unlimited -Men's Athletic shoes - OC Multi-color.To get you to that new, better place, there are some strategic elements to think about as you transition your community from one platform (be it social media, a different company, or a listserv) to another.

We’re here to help you meet your goals while avoiding these pitfalls.

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Written by Nike Flyknit Racer Triple Black Anthracite 526628-009 Men’s Size 6.5 Wmns 8 on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?DZ560 HOGAN REBEL EU 40 shoes borgoña gamuza women de salón A lot of software companies do. It’s one of those boxes that you check because you know it’s a best practice.

But something else that’s common is when companies check the CAB box just to have one, but don’t end up doing much with it (likely because of the workload it takes to manage). Adidas originals I-5923 CQ2490 UK4.5 BOOST OG EQT ADV 5000 aqua LOST DS tr zx r2Rather than becoming the product and customer experience-changing entity that it has the potential to be, many CABs go into hibernation, never to be heard from again.LFL by Lust for Life Frauen andie60 Pumps rund Fashion Stiefel black Groesse 6

It’s time to change that. It’s time to mobilize your CAB for action.

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Written by Nick Mignogna on May 1, 2019 at 10:14 AM | 9 minute read

 

In today's global economy, you're no longer competing with just the businesses in your town.NIKE AIR JORDAN 1 RETRO LOW SIZE 17 553558-102 ALL WHITE WINGS CEMENT OG HIGH You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Asics Gel Extreme 33 Women's Multicolor Running Training shoes Sz 7.5 T2H9N EUCYou need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

Smart businesses that find themselves in this situation turn to customer support as the differentiator.

Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers.Women Block High Heels Ankle Strap Pompom Pumps Rhinestone Sandals Party shoesIt will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:

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So how do you create a great customer service experience that puts you on the right side of these statistics?

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