exceptional member experience

Creating an exceptional member experience

Chapter Executive Director

Retreat

generational mix

globalization

social technology

Secret …

Strategy: Talk about membership in terms of outcomes!

What outcomes do members get?

Expand your network of professionals Build your professional reputation Develop leadership skills by becoming a leader of a project

or even a committee chairperson Make new friends and have fun

Secret …

Strategy…Get members involved on Day 1.

How do you connect members?

Personal phone calls & welcomes from members Personal invite to next event Guide a newbie on how to connect online … Match with a seasoned member-mentor Co-create a “connection” map

Secret …

Strategy…Build an adhocracy.

Open Volunteering – 1x, occasional and quick ideas! Time commitment from members: 3-4 hours a year Responsibilities/Activities include: Blogging, tweeting, writing for our e-letter, welcoming members, joining creative planning calls, serving as workshop or virtual idea swap presenter/facilitator, helping with monthly event registration desk and more! To join, contact: PRSA Maryland office info@prsamd.org or 866-868-7772 and let us know you’d like to be on the open volunteer list!

Secret …

Strategy: Use the many web-based tools to engage members in sharing, talking,

collaborating.

Tools you can use …

• Use YouTube, Flickr, Slideshare to share video-casts, handouts and pictures pre- and post-event.

• Set-up e-conferences/conversations, coaching and sharing with tools like Rondee,Wiggio, GroupMe,Google+, Meebo , etal.

• Use SurveyMonkey to get members involved in creating ideas; you can do simple polls, voting and surveys.

• Host “virtual” idea swaps via conference call.• Start a blog and invite members to comment and guest

post.• Add RSS to key pages to boost subscriptions.

Secret…

Strategy: Listen! Do polls, surveys, phone calls … report back..

How do you listen?

Interactive event evaluations Poll-of-the-day Board leaders make targeted calls Host discussion lists, focus “calls”

Secret…

Strategy: Try new things all the time!

Secret …

Strategy…Activate word-of-mouth.

Share, Like, Retweet…

• Providing share buttons on key pages (e.g. events, how to join). • Create an RSS feed and place it in an easy to find location to

help influencers auto-feed – and then share – your new content.• Be sure your tweets are retweet-friendly (less that 140

characters), retweet-worthy (compelling text/cool links) and brand you (include your Twitter username).

• Provide informational pass-along cards that members can easily hand out.

• Post photos from events and tag members; easy to do in Facebook, but also in many photo-sharing apps.

• Set-up a YouTube channel – easy way for members to share content.

• Actively ask – and incent – members to pass-along information. Consider rewarding with discounts and other items.

What’s Your Elevator Question?

Open with one great question …

… worth 5 statements

Need an inside look at

__________?Are you

searching for a ____________?

What’s Your Elevator Speech?

• Your most powerful description boiled down to <40 words.

• Your description written from the prospect’s point of view.

• Your organization’s best story about who and why you exist.

An Elevator Speech in 5 Steps

•Fill in the blanks:•We provide …•We serve …•So a member …

1

•Edit those to reflect the prospect’s pt. of view

2 •Write a few short stories – “your organization in action”

3

• Integrate the story into the message

4 • Rework the message into a pitch <40 words

•Test (refine …)•

5

Questions …

Peggy M. Hoffman, CAEMariner Management & Marketingphoffman@marinermanagement.com301.725.2508

Connect with me on-line:Twitter: @peggyhoffmanLinkedIn: Peggy Hoffman