AMPED location logo
blog

We are people people.

We’re excited about what we do
and have passion for our profession

Subscribe to this list via RSS Blog posts tagged in member satisfaction

stack letters 447579 1920

I received the loveliest note from a dear friend yesterday. Handwritten on a humorous greeting card only she and I could truly appreciate, she thanked me for our friendship and for just being me. It was simple and unexpected and I’ll cherish it forever.

I have another friend who mails me postcards every few weeks — kitschy relics he picks up at antique stores and re-uses. My favorites are vintage photos of old supper clubs and motor inns. I save them all.

I have, in fact, a box full of special notes, letters and cards that go back to my childhood — precious messages written by hand from high school friends, my mother, my grandmother, my husband. They mean a lot to me and I wouldn't dream of throwing them away.

In a world of knocked out texts and emails, hand-written notes are an anomaly. Think about the last time you received a hand-written note by mail. I bet it got your attention and made you slow down so you could appreciate the message. Maybe it was nice enough that you tacked it to your office wall for everyone to see. It made you feel good didn’t it? Kind of special?

What if you extended that same feeling to your association members? Imagine the impact a sincere, hand-written note would have on member satisfaction and retention.

It starts with prospective members. What if you had a targeted list of pre-qualified prospects and your CEO hand-wrote a special note to each inviting them to join your association or attend one of your events as her guest. Wow! At the most, they’d join or attend. At the least, you’ve opened a door of communication that will likely be reciprocated, but most certainly remembered.

For new members, a hand-written welcome, along with your “new member kit,” is a great first step to building relationships and engagement.

Get yourself a set of branded notecards or stationary and start reaching out today. Consider these ideas:

Letters of congratulations for

  • Certifications
  • New jobs
  • Promotions
  • Births
  • Marriages
  • Retirements
  • Business growth
  • Industry awards

Letters of thanks to

  • Sponsors
  • Event volunteers
  • Authors or blog contributors
  • Speakers
  • Board and committee members

There are so many ways to connect personally with your members and make impressions that last. It requires extra time and thought, for sure, but that extra touch will be remembered and appreciated, and will likely translate to greater member satisfaction and increased retention.

Now, grab a pen and make someone feel special today!

Continue reading
in Member Retention 243 0
Rate this blog entry:
0

live chat quote

We all want instant answers when we go online, and our members (prospective and existing) are no different. B2B and B2C companies have long known that quick service enhances the customer experience, leaving a positive overall impression. That’s why live chat has become so popular in online commerce. Live chat may not be new in the for-profit world, but for most resource-strapped, small/medium staff associations and AMCs, it is. 

According to Insite Software, live chat on your website can directly lead to “better member engagement, higher conversion and member satisfaction.”

  1. Live chat increases conversions by 20%. Live chat helps answer customer questions, removes buying objections and results in a more confident consumer.
  2. Customers who chat are three times more likely to buy. Live chat provides a method for more direct and personal interaction with customers, resulting in an increased likelihood that they will make the purchase.
  3. Live chat improves customer satisfaction levels. Chat offers customers a more immediate way to get their questions answered. As a result, customers walk away from the interaction feeling more satisfied and positive about your brand. While percentages may vary by industry, it is clear live chat’s instant gratification increases satisfaction and shortens the sales cycle. Data shows that as many as 59% of people who would have otherwise called, were completely satisfied with their online interaction.

Live chat for associations
For associations, live chat can lighten the load of your call center and administrative staff. Plus, because live chat is mobile friendly, association staff can easily monitor activity and answer questions anytime, anywhere. That doesn’t mean live chat requires 24/7 chained-to-a-desk service. Many companies staff their chat during business hours only and offer the option to leave a message in the off hours. This is totally acceptable. 

An added bonus to being instantly accessible is the ability to see where your web visitors come from (a Google search or referring site) or what organization they are with. It’s gratifying when you recognize returning visitors by name.

Most live chat services are relatively inexpensive, starting $5 or $10 per month. Many have a free trial or “freemium” model. Some even integrate seamlessly with Wordpress, Hubspot, Salesforce, and other online tools you’re already using.

Enhancing member satisfaction
Live chat gives our staff the opportunity to engage with our members in real time. Thanks to a small piece of code that I installed on our association website, I’m alerted instantly when (“Ding!) a member is having login problems that cannot be fixed by the “Forgot Password” button, (“Ding!”) a member has a question about completing his online profile, and (“Ding!”) a prospective member has some questions before submitting an application for membership.

With live chat, I enjoy being able to quickly help our members go about their business with usually little impact on my day. In my experience, most of the interactions involve some online technical issue, finding a resource for a member or nurturing a potential sponsor or member relationship. Like any good customer experience, listening and providing decisive help is key.

If you use live chat, you will notice patterns in the questions you get. They may help identify problems with your website, conference registration site or learning management system. Perhaps a web page is confusing or lacks some information. Share what you learn with your marketing or web person to ensure that information or the customer-flow through your website is optimized.

While some days are busier than others and it appears as though I am falling down a rabbit hole of busy work, I know that, with live chat, I am directly affecting the bottom line of the association by enhancing customer satisfaction — for only a bit of labor and little if any monthly fee.

Source: B2B Marketing, American Marketing Association, Pekala, Nancy

Continue reading
in Web & Technology 555 0
Rate this blog entry:
0

AMPED-logo-sans-text-small