AMPED location logo
blog

We are people people.

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

convo

We live in an app-dependent world these days. Whether it’s Doodle to help determine a meeting time, Evernote to help us remember what might otherwise be a fleeting thought, or Google Drive to give us instant access to our most important documents, we’re relying on apps more and more these days. On our desktops and mobile devices alike.

Apps help us stay organized, stay on task, and perhaps, most importantly, stay connected. While many social media platforms can provide a great distraction if used during the work day, there are other apps that help keep you connected to those who are most important during the workday…your coworkers! As someone who works remotely part of the time, I rely heavily on Convo to keep me in the loop about what’s happening back in the office while I’m away.

From important office-related news like phones being down for maintenance, to non-work, but equally important news like treats in the break-room, Convo provides a platform for relaying messages that make everyone feel they are in the office (minus the fact that they may be missing out on those treats if they’re working remotely, of course).

With a main page feed, similar to Facebook, Convo posts are public by default and may be seen by the entire staff. You can tag specific people to ensure they don’t miss your post, or make it only visible to specific people if it’s not necessary to include the whole team.

Additionally, you can create private, client-specific groups, adding only select people. The different groups are easily navigable on the Convo interface.

Convo chat allows you to communicate one-on-one with a coworker you might be assisting, or group chat if you need to have a conversation with a smaller team of coworkers.

Convo can be integrated with your company Facebook, Twitter, etc. so that all posts make it to each individual platform in real time.

Accessible on desktop and mobile, Convo doesn’t clutter up your email, keeps you connected, and can facilitate camaraderie, even with remote employees.

What apps is your association or AMC using to keep the whole team connected when, physically, they are not?

Continue reading
in Web & Technology 382 0
Rate this blog entry:
0

we love sponsors

If you don’t like “cold-calling,” consider these tactics to help you get sponsorships:

  1. Get the most popular person in your organization to help you solicit sponsors.
  2. Call up last year’s donors.
  3. Post sponsor logos prominently on all correspondence and event materials. This will prompt non-sponsors to think about benefits of exposure.
  4. Announce new sponsors on social media.
  5. Treat every email, phone call and contact as a potential sponsor.

Other things to consider:

Keep the sponsors in mind during the planning phase. When doing your event planning, recognize that corporate sponsorship is a form of brand advertising. The basic intention of sponsorship is to conjure up positive associations between the corporate brand and clients. This is done by naming events or showcasing corporate logos in promotions leading up to and during the event.

Create a sponsorship prospectus. Always be sure to document, in detail, how each sponsor will benefit from their level of commitment.

Write your proposal highlighting the type of people who will be participating in the event, the theme, and the potential sponsorship and marketing opportunities available. The prospectus should be styled to appeal directly to the type of companies who will sponsor.

Connect with sponsors after the event. Send a thank you letter or email, brief them on the activities that their sponsorship funded, or detail how their contributions were used and how you promoted their support at the event.

Post photos of the sponsored events on social media in real time, then, send these photos to the sponsor as a follow-up.

Ask for suggestions on improvement for future events.

Continue reading
in Event Management 408 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 551 0
Rate this blog entry:
0

social mediaAs part of my responsibilities with one of our clients, I coordinate a media placement program. The program works to facilitate exposure for both our client association and its members by helping industry publications find member experts to fill specific media needs. Our client enjoys a great relationship with leading industry media groups who love to quote or otherwise feature members as industry experts.

This process of placing members in the media consists of two primary work flows. In our primary method, editors and reporters from industry media titles are looking for insights, quotes or case study information from our members on a given topic. I present the publicity opportunity in our online membership community and anyone interested can participate. Alternatively, association members have ongoing opportunities to write blog posts or recurrent columns on topics of their choosing.

It’s awesome for our members to receive mention in these publications and on the associated websites. It helps them build both name recognition and credibility with their end-user client target base. Helping to facilitate these placements and media relationships is a tremendous benefit of membership in this particular association. In addition, we do request that placements we curate mention our members as such – members of our association, so that we build name recognition and credibility as an association, as well.

This is an impactful, and growing, program. But once the placement is published, the work isn’t done. There are ways to amplify the content’s reach to maximize everyone’s exposure for their effort made.

After a member receives coverage or mention in the press, we announce the placement in our online community for members, and across all of our association social media channels. We also provide the following suggestions for members to make the most of their networks and maximize their exposure:

  • Include the media placement as a news-worthy item in an email or as one item in your regular e-newsletter, distributed to your company’s email list. Include a link to the article!
  • Add the piece, with a link to it, to your company blog or news section of your website. Make sure the content is easy for readers to promote themselves by adding social share buttons to the post.
  • Add the piece, with a link to it, to your company profile in any industry-related online communities or directories.
  • Post a link on your company’s Facebook page. Tag the people and organizations mentioned in the article.
  • Post a link to your company’s Twitter page, including:
    - A mention @reporter or @publication and @association (some will re-tweet). Include a “.” before each @mention so that the tweet will appear to everyone, not just followers.
    - Hashtags #association, #member (if you have one) and #publication.
  • Post a link to your company’s LinkedIn page. Again, tag/mention anyone else referenced in the article.
  • Post a link to these other areas in LinkedIn: company, personal, personal update, appropriate LinkedIn Groups, and LinkedIn Blog. Include a short explanation in each case. Tag/mention people and companies involved. The others you tag might like and share your update!
  • Similarly, post a link to your company’s Instagram, Google+ or any other social media accounts not yet mentioned.
  • Make an impromptu video (just using your phone or tablet will suffice) with the media placement in hand. It’s OK to show off! Show off the print magazine/issue or show the screen with the article on it. Post the video across all the channels mentioned above.
  • Consider pulling snippets (brief quotes or other poignant points and tidbits) out of the placement and pushing them out over a period of time via your social media for ongoing, refreshed promotion of the placement.
  • Encourage employees to share the news of your organization’s media coverage via their personal social media. More and more companies are doing this by establishing an employee advocacy program.

If both the featured member and our association work to promote and drive traffic to the placement on the media outlet’s website, it can help land the piece on that publication’s “Top 5” list, which, you guessed it, drives even more exposure for member and association. It’s a true win (for the member)-win (for the association)-win (for the publication)!

Please comment below: What strategies work well for you in expanding your content promotion and social reach?

Continue reading
in Public Relations 504 0
Rate this blog entry:
0

hello phone

Welcoming new members into an association is exciting! Their new ideas, enthusiasm and fresh approaches add a lot to the vitality and dynamism of an organization. When it comes to welcoming new members, one of our first priorities as association professionals is to make sure they feel engaged and encouraged to participate in ways that are meaningful to them. To accomplish this, it is important to get to know new members and to take the time to understand their backgrounds, experiences and values and then use that knowledge to help them personalize a membership experience that works for them.

It is also important to develop a new-member onboarding process that is both dynamic and effective. To enhance our already robust new-member onboarding process, I have recently been developing a series of automated emails to send to new members during the first few months of membership. This project is still in the development stage – we have yet to implement the emails. But I wanted to share my approach.

My first step was to evaluate our entire process and how the new email sequence would fit into that process. After all, our new emails are intended to complement and enhance our existing welcome messaging. To evaluate whether the email sequence would accomplish this goal, I asked myself some basic questions: Would adding this component improve the effectiveness of our communications with new members? Would reaching out to new members in this way help them feel involved in the association and welcomed? Do the new communications reinforce our intended messages without being redundant?

Once I had determined that the new email sequence would provide value to our process, I turned my attention to the substance of our messages. When I began composing the emails I decided to work with content we already use in existing new member communication. This serves dual purposes – it saves time by not requiring us to draft messages from scratch and, more importantly, it reinforces the messaging we already have. Since we know the topics highlighted in our existing messages are of interest to new members, the emails provide an opportunity to present the information in a fresh way. We have added a bit of new content and tried to customize some of our messaging to specific membership categories. However, the bulk of our email content mirrors existing messaging. My hope is that by introducing members to certain topics in multiple formats (such as an email and then a mail piece) they’ll be more likely to take notice of and act on the information being shared.

With our messaging in place my current area of focus is implementation. I am very conscious that our members are busy working professionals with their own hectic schedules. Since we are establishing an automated sequence of emails, my primary consideration is setting up the system in a way that avoids potentially inundating members with too much too soon. We want the emails to be spaced so that they capitalize on a new member’s enthusiasm, while allowing them enough time to take in the information being presented. Emails sent too close together might overwhelm the member. However, spacing the emails too far apart runs the risk of the messages getting buried in a busy inbox.

I am thinking very carefully about the best approach to sending these emails. One idea I’ve had is setting up each email in the sequence to be sent based on action taken from the previous email. For example, our first email encourages new members to visit a certain online community and they receive the second email only after they have visited that community. Whatever the implementation approach ends up looking like, I will be paying close attention to member feedback and adjusting as needed over time.

What are your experiences with new member onboarding? Have you worked with automated email sequences or other automation tools? I would certainly welcome your thoughts or advice!

Continue reading
in Member Retention 489 0
Rate this blog entry:
0

AMPED-logo-sans-text-small