Association Executives are finding new ways to start where they are today – and continue to get better: …Better when they understand what members care about. …Better by listening to feedback without judgement. …Better when they commit to seeing things for what they are. …Better at delivering unique member value. Twelve Association Executives from across […]
Surveys
Net Promoter Score – A Customer Experience Measurement
For any of us who are in the customer loyalty business – that is, continuously working on our portfolio, our strategic initiatives, services and offerings to deliver more value to members, NPS helps net out the customer experience. There are studies that show a direct relationship between satisfaction and value. If a member is satisfied […]
Four Essential Steps to Successfully Reach Your Members
“We (the association) must be relentless in convincing our members that we matter to them in order to survive. It’s our job to show them how we matter,” said association executive Mary Cano in a discussion about planning for new ways to communicate with members. Associations invest extraordinary time and resources to develop and fine-tune […]
To Get the Best Response Rate, Sell Your Survey Ahead of Time
A board member recently said this in a Board of Directors meeting: “While I do believe we should conduct member surveys, it’s the involved members who answer, not the uninvolved ones. Consequently, I’m not a fan of surveys.” Is this a valid reason to doubt member research? Association Executives who research every year with the […]
Confidence That You Will Achieve a Valid Sampling When You Survey: Here Are Four Considerations
In a research study, the best case scenario is that everybody who matters takes your survey. When a population is the right size, and accessible, you could reach out to all of them. This kind of survey that covers the entire target population is called a census. However, most of the time we don’t have […]
Survey Speculation
An Association Executive recently said this in a Board of Directors meeting: “While I do believe in member surveys, it’s the involved members who answer, not the un-involved ones. Consequently, I’m not a fan of surveys.” Is this objection a valid reason to doubt or avoid member research? 1. AEs who research every year with […]
