Every purchasing decision happens at the end of a journey. When you buy a sandwich, it’s because you felt hungry, you thought about your food options, and you decided that the best available choice was a sandwich.
Association members follow the same process when they’re making decisions about attending events, renewing their membership, or getting certified. Their journey begins with the realization that they need something to help their career or their personal aspirations. Ideally, that journey ends―and another one begins―when they engage with your association.
Ever since associations were first formed over a century ago, their executives have had a problem:
They have a large group of people they need to take action – join, renew, purchase products, attend events, advocate at the capitol, etc. While their membership may seem homogeneous, even small associations have a great deal of diversity among their members.
First, defining what customer experience is will help lay the foundation for how associations can apply it to their member services. Customer experience is a culmination of product, service, and the experience before and after a sale that results in how the customer perceives your brand.