5 things associations do every day to deliver a stellar member experience

Courtney Lill, Senior Marketing Manager

May 20, 2021

Despite the title of this article, great associations don’t need to do everything in this article every single day. But the truth is, at the very least, they’re likely considering them regularly as part of their overall association management strategy.

In our work with associations, we’ve learned a few things that great associations incorporate into their day-to-day world to deliver a great member experience.

Here are five of them:

Consider the member point of view.

Your members’ needs and expectations are always changing. Are you doing all you can to give them a great experience? What better way to find out than to walk a (virtual) mile in their shoes?

One way great associations see the member experience from the members’ point of view is to create member journey maps. Journey maps are simply outlines of each step of a member experience that tell the full story of being a member and illustrate the member experience – from their first interaction and subsequent engagement to (you hope) a lifelong relationship. While you wouldn’t create a journey map every day, consider creating a journey map every year, and then ensure you’re executing on it every day.

Infographic: The Lifetime Member Journey

Personalizing the experience for every stage

Stay up to date on technology trends.

It can be tough to stay on top of changing technology. But the truth is, your members are living in the same rapidly changing tech world that you’re living in. And, their expectations are continually evolving. Understanding the role technology plays in members’ lives helps great associations determine how to better communicate with and serve members in the most effective and efficient way.

Learn about the evolution of technology in profession membership organizations in this association industry study by Community Brands: Digital Evolution Study.

Personalize the member experience.

Most associations understand the importance of creating a personalized member experience to make members feel special and to make their membership seem more valuable. However, there’s often a disconnect between what association teams think members want and what members actually want. Great associations continuously research and read up on how to personalize the member experience in ways that truly meet member expectations.

How To Personalize the Member Experience

Get started today with these top tips

Get member feedback.

Great associations reach out to members to gain feedback on the member experience and input on new programs they want to bring to market. This is especially important if you want to make any changes to how members interact with your association. Some ideas:

  • Send a periodic survey to gather members’ thoughts and ideas about your organization’s programs and benefits.
  • Read what members are saying in your online community, and participate in the conversations to spark more feedback.
  • Host focus groups with diverse audiences of members (race, career stage, job role, length of time as a member) to find out more about their needs and how you can continue to deliver value for years to come.

Remember the work culture.

This may not be the first thing you think of when it comes to better serving members, but consider this: Teams that work in a positive, efficient, and collaborative environment typically serve their members with the same upbeat, collaborative attitude. Great associations work every day to cultivate a positive work culture, knowing that it will extend to the member experience.

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