White Papers

A New View of the Member Journey

A New View of the Member Journey

A New View of the Member Journey

Members are bringing a new set of expectations to their association experience. Their experience as customers sets the standard for the experience they expect from you. They’re used to interacting with brands that provide a more relevant and personalized experience than ever before. The entire customer experience has become a professional area of focus and expertise known as CX—and even has its own association.

Brands recognize that this new personalized approach to understanding and interacting with customers is essential to building and maintaining their loyalty. The member experience is just as critical for member engagement and loyalty. To deliver a satisfying experience, you must understand the different segments of your membership, their needs, their familiarity with your association, and their interaction with your association throughout their member journey.

Download the white paper to learn about a new approach to the member experience: a focus on member segments, including their stage in the member journey, rather than members in aggregate. It doesn’t matter what type of technology resources you have on hand, any association can adopt this strategy.