What Is Your "Customer Journey"?
Reading a recent article in the Harvard Business Review on the topic of “customer journeys” got me thinking about their role in the association space. What is a “customer journey”? The example HBR used was of a solar company. Their initial … Continue reading
Turning Ideas into Reality
Also known as “the hard part.” I’ve been working with an association lately where the focus of the engagement is on transforming the organization. I’m specifically working with them on a membership transformation, but a piece of that is looking … Continue reading
Engagement: It's Not About You
There was a lot of talk about measuring and scoring member engagement at December’s ASAE Technology Conference. People talked about scoring systems. People talked about tech platforms to track and report on the scores. People talked about engagement as the … Continue reading