Aug 15, 2018 | associations, Customer Service, Social media, strategy
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...
Jun 4, 2018 | associations, communication, member benefits, Social media
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...
May 28, 2018 | associations, customer loyalty, Social media
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...
May 10, 2018 | associations, Social media
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...
Feb 21, 2018 | associations, Social media
I was in Melbourne over the weekend to facilitate a workshop with an association Board, to help them better understand how to communicate and engage with their members, and the role social media could play. My brief included helping them identify how they can...
Feb 8, 2018 | associations, Social media
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...
Jan 31, 2018 | associations, Customer Service, Social media
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...
Jan 25, 2018 | associations, Social media, Twitter
I’m often asked by associations how can social media help me achieve my membership goals? The way we communicate has changed a lot over the last 10 years. Your members use social media, and increasingly, they want to be able to engage with you via Facebook,...
Jan 11, 2018 | Marketing, Social media, 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...
Dec 18, 2017 | Marketing, Social media, Twitter
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...
