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An easy way to improve customer experience

Over the last week or two, I've had far too many frustrating moments with businesses that provide me with regular services. These have significantly diminished my experience of them, to the point of wondering if it's worth the hassle of changing providers. And in two...

7 reasons CEOs and other leaders need a digital presence

CEOs and leaders who don't have a digital and/or social media presence are missing out on so many opportunities for themselves and for their organisations. In my last blog post, I mentioned that research shows CEOs with a social media presence are seen as more...

A unique way of showing value to members

I have been speaking at conferences and events for over 30 years. The first time I was asked to speak publicly, on a stage, with a microphone, was in February 1988 when I was a Rotary Exchange Student in Canada. My highly introverted-self was more than slightly...

Are you a social CEO? Why CEOs need a strong digital presence

CEOs and leaders with an active digital presence have greater influence than those without. They are seen as being more connected, more confident and more curious. Why is this important? Well, a few reasons. The biggest of which is that it will help you solve a few of...

Simple ways to engage with your clients using social media

Those of you who know me know that I'm really passionate about helping organisations better communicate and engage with their customers, their clients and their members. When I talk about engagement, I mean starting conversations that have some meaning. Whether it’s...

Staying healthy while travelling for work

I've been quiet on the blog recently because I'm in the middle of a fairly hectic travel schedule - 24 nights away in July and August, and only two weeks with no flights in July, August, September. It all seemed like a good idea at the time... I'm determined to stay...

Marketing is everyone’s job

I have quite a bit of [mostly] work-related travel over the next few months. One of the things I most like to do when in a different city is meet up with people in my network. Especially people I'm connected with via all the social channels, but haven't yet had a...

Making master stock – and how it relates to strategy development!

I'm having a happy day in my home office today and thought I'd do a bit of cooking on the side. Those of you who know me well know I love to cook, and that it doesn't require much for me to get out of my office and into the kitchen. Having the luxury of a whole day at...

Why members renew

Ask most people why they join an association, especially a professional association, and they will tell you that someone recommended it. An employer, a colleague, a friend. Usually, someone they trust. A year later, when it’s renewal time, it’s often quite a different...

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...

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