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7 ways to communicate your member benefits

So often in associations, there is a gap between the association's value offering and what members' believe this value to be. The best way to bridge this gap is with a clearly thought out communication strategy that includes regular highlights and case studies of the...

How social media can help you increase member loyalty

There are three key drivers of member loyalty. You need to have a great product or service, you need to demonstrate value, and you need to provide a superior member experience. Do all three well and you will have loyal members who happily renew year after year, and...

Dealing with negative online reviews

There comes a time when every business will receive a bad review. Like it or not, it comes with the territory. Unfortunately, it’s very easy for unhappy clients to leave a bad review online – either on Google, Facebook, a review site or by creating a video that goes...

9 ways to communicate with your members

Did you know there are nine separate ways you can communicate with your members? Most associations use the obvious - email, face-to-face and mail. A few more use phone, social media and video. Very few use audio, sending gifts and chatbots.  People do business with...

A small gesture goes a long way… saying thank you

My husband came home from work on the Easter Monday public holiday with a bigger than usual smile on his face. He couldn't wait to show me the thank you gift he had been given by his manager. What made this so special wasn't the box of chocolates, although anyone who...

Creativity in the wild

I come from a very creative family. My mother was incredibly skilled with fabric, fleece and yarn, and could turn a bale of raw fleece into a beautiful throw blanket, finely woven women's suit or a durable floor rug. My father also had creative ability, especially...

How to identify the right social media channels for your organisation

One of the most common questions I am asked is, “Which social media channels should I use?” The simple answer is the ones where your members and potential members hang out. The tricky part is often working this out! But it doesn't have to be hard. There are hundreds...

How to use social media to increase member engagement

Social media, when used properly, is an excellent way to engage with your members. Facebook specialist Mari Smith said it best: “Content is king but engagement is queen, and the lady rules the house.” If you're wanting to understand how to use social media to better...

Facebook isn’t a strategy

I often have people call me to ask if I can help them with Facebook. The simple answer is yes, but then I ask why they want to use Facebook. Usually, the response is "everyone else is doing it so I feel like we should too". Er, no. Wrong answer. Let me be clear....

Have a Merry Social Christmas

As we rapidly approach Christmas, can we please all remember social media is about people, not brands. And yes, while brands do (and many more should) use social media, remember also it's called social media, not sales media, spam media or...

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