Category: Membership Services
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3 Steps to Building an Association’s Customer Journey
First, let’s get the jargon and definitions out of the way. PERSONA: A customer persona (also known as a buyer persona) is a semi-fictional archetype that represents the key traits of stakeholder segments. Personas are based on the data you’ve collected from user research and web analytics…
Beyond the Buzzwords: How Associations Can Build a Better Member Experience
With Guest Kathi Kaiser, Co-Founder and Partner, Centralis, kathi@centralis.com. Today’s executives are bombarded with advice to focus on the “member experience”. They’re told to explore the “customer journey” to…
Data-Driven Practice Analysis for Associations
Challenges and Opportunities: Since 1970 in compliance with a federal mandate, the National Association of Long-Term Care Administrator Boards (NAB) […]
Nonprofit Culture & the Customer Experience in Association Management
Customer obsession is Amazon’s No. 1 leadership principle: “Leaders start with the customer and work backward. They work vigorously to […]