Associations need to use multi-media, personalized, targeted, communication through various channels to retain members in today's tough environment. This presentation suggests a number of ways to do that as well as a case study of an association that had success doing so.
If you are looking to retain members or customers this presentation gives you some steps and some methods to make members or customers perceive that you are talking to them 365 days per year in a positive, relationship driven manner.
Associations need to use multi-media, personalized, targeted, communication through various channels to retain members in today's tough environment. This presentation suggests a number of ways to do that as well as a case study of an association that had success doing so.
If you are looking to retain members or customers this presentation gives you some steps and some methods to make members or customers perceive that you are talking to them 365 days per year in a positive, relationship driven manner.
Comic strip of the key points of the patient safety collaborative launch day held in London on 14 October 2014 More at:
http://www.nhsiq.nhs.uk/news-events/events/patient-safety-collaborative-launch.aspx
A survey of professional truck drivers determines the key factors driving loyalty to carriers. Drivers were asked to rate the importance of specific employee benefits in their decision to stay with or leave a trucking company. This paper outlines the results of the survey and provides suggestions on how to sustain a culture of driver appreciation throughout fleet operations.
The U.S. Government was one of the earliest adopters of the P-Card. The program has grown exponentially since with approximately $17 billion in purchases in 2005 and an cost-savings of $1.2 billion annually.
However, implementation of a streamlined procurement process was not without it's missteps. This paper will discuss how to optimize the benefits of a streamlined purchasing process while minimizing risk / exposure, using the U.S. Government as a case study.
Membership is the lifeblood of any association. Chapter leaders are a key asset in the retention and engagement of members and this is very true with the BMW Car Club of America. This presentation includes a number of interactive activities as well as a case study on how one association changed their organization to better communicate with members on a consistent basis.
Even the worst attacks can have a silver lining – Australia’s journey from pa...Billhighway
On-demand webinar available here: http://bit.ly/2jBJ6te
In a time of drastic change in the labor space, isn’t it time we heard a story of hope? Join us as we sit down with John Dixon, General Secretary at New South Wales Teachers Federation (NSWTF). He’ll tell his story of the challenges the organization faced when losing payroll deductions and how they overcame them.
Need to grow your membership base? Remember that there is more than one channel and that limited staff resources should not limit your success. Start simple and grow bigger... but don't forget to including a continual marketing & communications aspect to your membership program for greater success.
Comic strip of the key points of the patient safety collaborative launch day held in London on 14 October 2014 More at:
http://www.nhsiq.nhs.uk/news-events/events/patient-safety-collaborative-launch.aspx
A survey of professional truck drivers determines the key factors driving loyalty to carriers. Drivers were asked to rate the importance of specific employee benefits in their decision to stay with or leave a trucking company. This paper outlines the results of the survey and provides suggestions on how to sustain a culture of driver appreciation throughout fleet operations.
The U.S. Government was one of the earliest adopters of the P-Card. The program has grown exponentially since with approximately $17 billion in purchases in 2005 and an cost-savings of $1.2 billion annually.
However, implementation of a streamlined procurement process was not without it's missteps. This paper will discuss how to optimize the benefits of a streamlined purchasing process while minimizing risk / exposure, using the U.S. Government as a case study.
Membership is the lifeblood of any association. Chapter leaders are a key asset in the retention and engagement of members and this is very true with the BMW Car Club of America. This presentation includes a number of interactive activities as well as a case study on how one association changed their organization to better communicate with members on a consistent basis.
Even the worst attacks can have a silver lining – Australia’s journey from pa...Billhighway
On-demand webinar available here: http://bit.ly/2jBJ6te
In a time of drastic change in the labor space, isn’t it time we heard a story of hope? Join us as we sit down with John Dixon, General Secretary at New South Wales Teachers Federation (NSWTF). He’ll tell his story of the challenges the organization faced when losing payroll deductions and how they overcame them.
Need to grow your membership base? Remember that there is more than one channel and that limited staff resources should not limit your success. Start simple and grow bigger... but don't forget to including a continual marketing & communications aspect to your membership program for greater success.
Everyone thinks associations are in the membership business. They couldn’t be farther from the truth. They are in the business of putting their purpose and mission into action items in such an exciting and effective way, everyone in their industry would want to be a member. This presentation will share with you the 6-keys to maximizing your value proposition, how to motivate your board to change, the metrics they need to look at to facilitate change and how to tap into the new generation.
3 Opportunities the Coronavirus Crisis Uncovers for Improving Bank and Credit...ConnieG2
We reveal the top three operational inefficiencies the Coronavirus outbreak and subsequent repercussions have exposed, and how to turn them into opportunities.
Salesforce Case Management with Canadian Cancer Society, Salesforce.org, and ...Heller Consulting
Case management can be used as a specific term, but in the most basic sense it simply describes a process: information comes into a system, it gets processed in some way, and then something happens as a result. This simple process can be used and extended in a variety of ways to help a nonprofit organization deliver its mission and achieve its goals. From internal help desk tickets and support issues to managing customer requests or even grant applications, case management techniques and processes can streamline interactions between constituents and staff to provide a smooth and trackable experience from beginning to end.
Join us July 26 for this in-depth webinar where we will show how the Canadian Cancer Society in Saskatchewan utilized the case management functionality of Salesforce in their multi-channels engagement center to manage calls, emails, social connections, fundraising coaching and more. We’ll also discuss how they utilized cases in their financial assistance program and to provide an effective and efficient way to manage one of the more complex and time-consuming processes in their program. The Society was able to leverage the power of cases to enable and track service delivery and ensure the goals of the program were being met.
In this webinar, Salesforce.org, the Canadian Cancer Society in Saskatchewan and Heller Consulting show what’s possible with case management in Salesforce. At the end, you’ll walk away with new ideas on how to leverage this functionality for your own organization.
Key Takeaways:
- Live demo of case management in Salesforce
- Learn how the Canadian Cancer Society built one of its cancer support programs by leveraging case management functionality
- Learn how the Society implemented a multi-channel engagement centre with cases as a key solution component
- We’ll share tips and best practices on case management and how you can increase the effectiveness of your programs
You can also receive Supporting a Strategy with Salesforce Cases, a detailed look at how to utilize the power of Salesforce Cases in a variety of ways across an organization.
Volunteering on a nonprofit board can provide valuable skill building and networking opportunities. If you’re considering joining a nonprofit board, or currently serve on a board, you’ll want to attend this session. Karmen has over 20 years of experience working with nonprofits and will share actionable insights on how to be the very best board member you can and what to expect in return for your service to a nonprofit. You’ll find the rewards of board volunteer service quite unique and valuable, and perhaps just the career boost you’ve been looking for. Learn how to apply your professional strengths to board roles and how to use your newly acquired skills to advance your career.
Presented by Karmen Lemke, Director – Wisconsin Public Service Foundation & Manager – Community Relations and Contributions, Wisconsin Public Service Corporation
Although this article was written specifically to get approval to attend specific conferences these steps are geared to any and all conferences, seminars, and out of office meetings.
Getting the approval to attend important conferences like MAILCOM and National Postal Forum has always been challenging – even more so under the current economic conditions.
But actively participating in conferences is a key to success for you as a professional in the mail industry, and is important to the success of your organization
Webinar - Deeper Insights Through Intelligent Community EngagementQuestionPro
There’s a gap between online communities that thrive and those that struggle. This gap is the level of engagement, which is the lifeblood of successful online communities. Without member engagement, a community culture won’t develop, interactions don’t happen and companies lose the potential of getting valuable feedback and insights. This feedback and insights is essential for improving products and services. The secret to getting people more engaged in an online community lies in engendering members with increasing levels of competence, autonomy, and relatedness.
3 Opportunities the Coronavirus Crisis Uncovers for Improving Bank OperationsConnieG2
We reveal the top three operational inefficiencies the Coronavirus outbreak and subsequent repercussions have exposed, and how to turn them into opportunities.
The New World of (Member) Engagement: Great Ideas that Work!eschonher
Member engagement is the foundation to the success of all associations and smart association executives know this. But how do you achieve it? This presentation contains tactical ideas, including effective new member onboarding campaign and the use of data modeling to create personas to better target at risk members, from four well known and respected membership authorities.
With big banks overtaking credit unions in customer satisfaction, can credit unions compete and win? Find out how credit unions can compete with big banks.
By Janet Bardossi, LCSW and Nicole Corbin, LPC, CGAC II, CADC I, at May 2011 Oregon Problem Gambling Services Spring Training.
Please contact presenters for use or sharing of presentation material.
Similar to 365 day member communication -gsae (20)
Marketers are always looking to find the perfect day, time and frequency for their emails to maximize open rates. This presentation goes through the results of a few recent studies in these areas and also includes a case study on how the American Counseling Association optimized their email program. It was presented at the Association Media & Publishing Annual Meeting on June 26, 2018.
Watch this presentation which will walk you through a case study with membership consultant, Scott Oser. Scott worked with the Hearth, Patio and Barbecue Association (HPBA) to develop a collaborative membership campaign that aimed at growing a specific membership type at both the affiliate and National level.
Topics to be covered include challenges that arose throughout the process, the way responsibilities were distributed, how the campaign was implemented and ways to overcome barriers that often divide affiliates and Nationals.
Presented at ASAE's Membership and Marketing Conference 2017 this focuses on how and why it is important to create in-person communities in almost any organization.
With limited budget and a lean staff, trying to get 3,000 people to attend an annual conference can seem overwhelming since traditional marketing plans don’t typically account for variability. Learn how some associations have thrown out the traditional DIY model in favor of an omni-channel strategy (automated marketing) that leverages marketing platforms. Learn how even a marketing staff as small as three can still deliver results and exceed expectations. Create a framework for your own omni-channel conference marketing plan that creatively combines a social media strategy supplemented by digital advertising.
This presentation focuses on how you determine if your audience(s) want face to face interaction and when you determine there is a need the steps you can take to develop and market those events.
If you are an association professional that is involved with membership at all then this is a presentation you should view. It focuses on general membership, membership recruitment, membership engagement and membership retention tips. These are tips that you can use right away.
This session was presented at the 2015 ASAE Annual Meeting with KiKi L'Italien. All of us are bombarded with things to do every day. Getting those things under control to reduce stress and help provide work-life balance is important for everyone. We provide tips and tricks and tools to help increase your productivity.
This presentation was given at VSAE's Annual Meeting. It covers strategies and concepts for maximizing sponsorship, advertising and exhibit revenue in associations and non-profits.
This presentation provides 10 smart tips on how to improve your sales in the areas of sponsorship, advertising and exhibits. Any individual involved in sales in those areas will benefit from these tips. Tips are tried and proven so may be a refresher for some but new to others.
Lauren Hefner, CAE and I gave this presentation at the 2015 ASAE MMCC Conference. The idea was to provide as many tips as possible on membership recruitment, engagement and retention, content marketing, social media and your website in 60 minutes. Tips range from strategic to tactical. It is packed with information from start to finish.
Content is at the heart of most organization’s marketing strategies, but most are unhappy with their open, click-through and subscriber rates. How can you achieve this without adding people or resources? Discover the techniques of activation and re-purposing while applying them to your current content.
Suzanne Carawan, , Chief Marketing Officer, HighRoad Solution
Scott Oser, , President, Scott Oser Associates
Megan Becker, , Marketing Manager, Electronic Retailing Association
This tip heavy presentation was given at AENC"s (Association Executives of North Carolina) Marketing and Communications Day to a packed room full of association executives. The focus of the presentation is how to drive more attendees to your meetings and conferences. Real life examples are given throughout the presentation.
In this 20 minute presentation, speaker Scott Oser, President of Scott Oser Associates, covers 10 basic tips that your organization can utilize to grow your membership, while also retaining your current member base.
We'll discuss the importance of content segmenting and targeting strategies, using a multi-media approach and mixing up your content delivery methods
and utilizing past results to improve your overall outreach efforts.
Presentation given at ASAE 2014 in Nashville, TN with Matt Ott and Lauren Hefner. There is an assumption that trade organizations and individual membership organizations/professional societies are completely different. These slides focus on three areas where this myth is held as true and the realities of the situation. The three areas are membership, advocacy and non-dues revenue.
This presentation, given at 2014 ASAE MMCC, provides questions that an Executive Director can ask their Marketing Director to start a conversation that will allow the ED and the Marketing Director to better understand each other and to get on the same page both strategically and tactically.
This presentation was recently given at ASAE MMCC 2013. Dave Martin and Scott Oser collaborated to share details on how you can use your members to talk about the benefits of the products, services and other items you market and offer to your audiences. Case studies and examples are included.
Presentation given as part of the Higher Logic Learning Series. Focused on online advertising stats, tips on how to best sell ads online and a case study from the National Apartment Association.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Evgen Osmak: Methods of key project parameters estimation: from the shaman-in...
365 day member communication -gsae
1. GSAE 2012 Annual Meeting
365 Day Communication Plan
May 31, 2012
Scott Oser, Scott Oser Associates
@scottoser
2. Agenda
• About You!
• Things to think about
• Case Study: Tech Council of Maryland
• Q&A
3. About You!
• Type of organization
– Individual member
– Trade
• Size of organization
– 1-10 staff
– 10-50 staff
– 50+ staff
• Location of membership
– Regional
– National
4. About Your Retention Activities!
• Renewal
– How?
– How often?
– Who?
• Member communication
– How?
– How often?
– Who?
• Tracking
– How?
– What?
5. “Associations with overall increases in
membership over the past year, as well as
those with renewal rates higher than 80%,
are more likely to attempt more renewal
contacts. . . These increases in renewal
rates appear after seven contacts.”
(2010 MGI Membership Marketing Benchmarking Report)
6. ”Personal contact appears to be a key
ingredient for increasing renewals.
Associations with renewal rates of 80%
or higher are significantly more likely to
use personal approaches such as peer to
peer member contacts to help with
renewal efforts.”
(2010 MGI Membership Marketing Benchmarking Report)
7. Case Study: Tech Council of MD
• About TCM
– Brief History of Organization
– Staff Size
– Membership Categories
– Membership Numbers and Trends
8. Case Study: Tech Council of MD
• Past Membership Retention Strategy
– Anniversary date renewal
– 2 renewal notices
• 1 phone call
• 1 invoice by direct mail
– 3 Months after expiration before ceasing
benefits
– All retention handled by Part-time
Membership Coordinator
9. Case Study: Tech Council of MD
• Results of past strategy
– Membership was disorganized
– Members didn’t receive any consistent
communication targeted to them
– Revenue was being given away because benefits
were being received without cash in hand
– Members were being trained that there really was no
penalty for renewing late
– Membership retention was a concern!
….and an opportunity!
10. Case Study: Tech Council of MD
• 3 Step Process
– Talk to key staff and volunteers
– Review past materials, past results and
processes
– Review financial, technical and human
resources
11. Case Study: Tech Council of MD
• New Retention and Communication Process
Goals
– 365 Day Communication Strategy
– Multi-media Approach
– Targeted communication
– Outreach to members when not asking for
money
– More interpersonal communication
– No free membership benefits due to process
12. Case Study: Tech Council of MD
NewRenewed Membership Process Time Line (Example)
– Weekly newrenewal welcome call: due by June 10 (Executive
Directors)
– 4 weeks of joiningrenewing welcome email: July 2 (Membership
Manager)
– 90 days newrenewed of joining handwritten check in letter:
September 2 (Executive Directors)
– 6 month newrenewed check in call: December 2 (Membership
Manager)
– 120 day check in call: February 2 (Membership Manager)
– 90 day invoice letter: March 2 (Finance)
– 90 day follow up invoice email: March 9 (Membership Manager)
– 30 day final notice call: May 30 (Executive Directors)
– Expire invoice letter
– 30 day final notice email: May 30 (Finance)
– 30 day post expire letteremail script: June 30 (Membership
Manager)
– 60 day post expire call script: July 31 (Executive Directors)
14. Case Study: Tech Council of MD
30 Day Renewal Script
Hi (first name),
This is ******* calling from the Tech Council of Maryland. I am calling
to remind you that your membership in Tech Council of Maryland expires
this month and we have yet to receive your renewal payment. Are you
planning on renewing your membership? If so you need to do that
immediately so you continue receiving all of the benefits that we provide
to you as a member. We have already put a final invoice in the mail to
you that you can use to renew. If you don’t want to wait for that you
can always go to our website at www.techcouncilmd.com and renew your
membership online. Of course I am willing to take a credit card over the
phone if that is easier for you.
***If someone says they aren’t renewing ask them why***
17. Post-expire Email
Dear (first name),
My name is Todd Hayes and I am the Member Relations Manager for the Tech Council of Maryland. According to our
records, your membership dues are 30 days past due. To reinstate your membership and continue to enjoy the
many benefits of the Tech Council of Maryland renew today!
You may renew online, by going to this link https://techcouncilmd.com/members/renew.php, or send in the original
invoice with payment. For your convenience I have also attached a copy of the invoice with this email.
Through the support and services that we provide to our rapidly growing 500 member companies, TCM is the vital
contributor to the growth and success of the Mid-Atlantic region’s technology businesses. We have grown to become
the largest Technology Association in the region with thousands of member contacts and participation.
With your renewal and the support of members like you, it gives TCM the opportunity to provide value-added
programs and quality services to the membership. In turn, this helps them grow and be more compatible in the
marketplace!
We are also very excited about the variety of opportunities for you to network, further your professional
development, and expand your business portfolio. We are getting our volunteer committees refocused, and are
offering a number of industry specific committees to provide you and/or members of your staff the opportunity for a
peer-network group to gather information and share ideas. These industry specific committees include
telecommunications, capital formation, government contracting, human resources, general counsel and many more;
and are offered as a member-only benefit.
I am confident that the unique benefits that we provide have proven to be valuable to you multiple times over the
last 12 months. If you do not renew immediately, they will no longer be available to you. Renew now!
We look forward to your renewal and support of TCM and the tech community.
Sincerely,
Todd Hayes
Todd Hayes
Member Relations Manager
18. Case Study: Tech Council of MD
Weekly welcome call script
Hi (first name),
This is (Your Name) calling from Division, a Division of the Tech Council of Maryland.
I wanted to be the first person to welcome you as a member of our association.
I am the Title and it is my job to make sure that membership in Tech Council
membership meets all of your expectations. If at any time you do not feel we are
focused on serving your needs do not hesitate to give me a call.
I also wanted to personally invite you to attend our next event. It is being held (fill in
here).
Do you have any immediate questions or concerns that I can help with? ***If yes,
answer them. If no, “thank you again for joining and I hope to meet you soon.****
20. Case Study: Tech Council of MD
• The Good News
• Membership retention increased from
74% to 79%
• 70% pay by their renewal date
• 30% pay ahead of time
• Members have given positive feedback
regarding the constant contact about
their needs
– “Thank you for the handwritten letter, it’s nice to know you
care about more than just my money.”
– “My membership in TCM is very valuable and I appreciate
your call to make sure everything is going well. If I need
anything in the future I know who to contact.”
– “I am very happy with our membership. You guys are doing all
the right things, like this phone call to make sure we are
happy with TCM. Thanks for checking in.”
21. Case Study: Tech Council of MD
• Lessons Learned
– Membership is everyone’s job
– Strong processes and procedures help
everyone
– Targeting messages to audiences helps
retention
– Multi-channel marketing is critical
– Communication must be regular but not
always about money-driven transactions.
22. Very Little Difference Between
Non-Engaged Members and Lapsed Members
Members “who are not involved lie perilously close to former members
in the overarching assessment of the value they derive from
associations. If former members are thought to be dead, the uninvolved
are close to comatose”
(The Decision to Join, p 4).
24. THANK YOU FOR ATTENDING!!
Scott Oser, Scott Oser Associates:
301-279-0468 scott@scottoserassociates.com
@scottoser
Editor's Notes
Presenter—Scott
Presenter—Scott
Presenter—Scott
Scott
Scott
Presenter—Michelle History to include when formed, original mission, merger, new mission? Staff size to include how many at start and how many now and some info on how structured Membership categories to explain different divisions and benefits of belonging
Presenter—Michelle 2 renewal notices to include when you do these and who was it sent to—secretary, decision maker, etc.
Presenter—Michelle Explain what you mean by membership was disorganized when you speak. Focus on how comms were inconsistent, there was little targeting so everyone got the same message Give a couple of examples of what they continued to receive as a member that they weren’t paying for.
Presenter--Scott
Presenter--Scott
Presenter—Michelle Before you start this stress that the key to this was having regular communications, using multiple media because people respond to different things, getting different people involved so burden was spread and people talked with people that they had relationships with if possible. Discuss how you have a 365 day communication cycle including regular communications as well as “renewal” communications.
Presenter—Scott Point out targeting—personalization in name field, personalized benefits based on division membership Point out that it is signed by the chairman who is a colleague.
Presenter—Scott Point out who this comes from and why it comes from him. Point out that this is a guide. People making calls are comfortable with talking about org so they don’t have to follow it word for word. You don’t want people reading from script. Too impersonal.
Presenter—Scott Note timing of this so they know when it goes out.
Presenter—Michelle Discuss how you use this and when they receive it. If you want you can go into Tech Bucks program. Don’t have to. Up to you.
Presenter—Michelle Note that this is sent to all lapsed members. Note that it is an email. Note that they go right to website to renew which is customer friendly. Note no discounts to get them to renew.
Presenter—Scott This is where you will start talking about regular comms. Key things to cover: Targeting of audience Calls are made by division prez or someone from their division. No selling going on just relationship building.
Presenter—Michelle Another piece of regular comms. Keys: Hand written Targeted Focused