Exceptional Member Experience
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Creating an exceptional member experience Chapter Executive Director Retreat
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Tips on creating the best possible member experience in your association
Transcript of Exceptional Member Experience
Creating an exceptional member experience
Chapter Executive Director
Retreat
generational mix
globalization
social technology
Secret …
Strategy: Talk about membership in terms of outcomes!
What outcomes do members get?
Expand your network of professionals Build your professional reputation Develop leadership skills by becoming a leader of a project
or even a committee chairperson Make new friends and have fun
Secret …
Strategy…Get members involved on Day 1.
How do you connect members?
Personal phone calls & welcomes from members Personal invite to next event Guide a newbie on how to connect online … Match with a seasoned member-mentor Co-create a “connection” map
Secret …
Strategy…Build an adhocracy.
Open Volunteering – 1x, occasional and quick ideas! Time commitment from members: 3-4 hours a year Responsibilities/Activities include: Blogging, tweeting, writing for our e-letter, welcoming members, joining creative planning calls, serving as workshop or virtual idea swap presenter/facilitator, helping with monthly event registration desk and more! To join, contact: PRSA Maryland office [email protected] or 866-868-7772 and let us know you’d like to be on the open volunteer list!
Secret …
Strategy: Use the many web-based tools to engage members in sharing, talking,
collaborating.
Tools you can use …
• Use YouTube, Flickr, Slideshare to share video-casts, handouts and pictures pre- and post-event.
• Set-up e-conferences/conversations, coaching and sharing with tools like Rondee,Wiggio, GroupMe,Google+, Meebo , etal.
• Use SurveyMonkey to get members involved in creating ideas; you can do simple polls, voting and surveys.
• Host “virtual” idea swaps via conference call.• Start a blog and invite members to comment and guest
post.• Add RSS to key pages to boost subscriptions.
Secret…
Strategy: Listen! Do polls, surveys, phone calls … report back..
How do you listen?
Interactive event evaluations Poll-of-the-day Board leaders make targeted calls Host discussion lists, focus “calls”
Secret…
Strategy: Try new things all the time!
Secret …
Strategy…Activate word-of-mouth.
Share, Like, Retweet…
• Providing share buttons on key pages (e.g. events, how to join). • Create an RSS feed and place it in an easy to find location to
help influencers auto-feed – and then share – your new content.• Be sure your tweets are retweet-friendly (less that 140
characters), retweet-worthy (compelling text/cool links) and brand you (include your Twitter username).
• Provide informational pass-along cards that members can easily hand out.
• Post photos from events and tag members; easy to do in Facebook, but also in many photo-sharing apps.
• Set-up a YouTube channel – easy way for members to share content.
• Actively ask – and incent – members to pass-along information. Consider rewarding with discounts and other items.
What’s Your Elevator Question?
Open with one great question …
… worth 5 statements
Need an inside look at
__________?Are you
searching for a ____________?
What’s Your Elevator Speech?
• Your most powerful description boiled down to <40 words.
• Your description written from the prospect’s point of view.
• Your organization’s best story about who and why you exist.
An Elevator Speech in 5 Steps
•Fill in the blanks:•We provide …•We serve …•So a member …
1
•Edit those to reflect the prospect’s pt. of view
2 •Write a few short stories – “your organization in action”
3
• Integrate the story into the message
4 • Rework the message into a pitch <40 words
•Test (refine …)•
5
Questions …
Peggy M. Hoffman, CAEMariner Management & [email protected]
Connect with me on-line:Twitter: @peggyhoffmanLinkedIn: Peggy Hoffman
