‘Marketing’ Archives

Are you asking your customers (or members)?

I recently received the monthly newsletter from Matrix Group, one of the many  vendors on my list of AMS vendors. In the newsletter, Matrix's CEO, Joanna Pineda, outlined how Matrix had hosted a "town hall meeting"  with their customers, in order to outline new enhancements to the product, as ...

Member Engagement – It’s all the rage!

You'd have to be under a rock not be familiar with the phrase "member engagement." A google search on the phrase returns over 300,000 hits. Count me as one who believes member engagement, is, in fact, critically important. But what is it? I especially like David Gammel's definition: Member ...

New Article Posted – Do They Know What You Offer?

I’ve posted a new article on my website. I recently received an email from a past client (and current colleague!) of mine, asking me if I could help her and her organization with some data management issues they are having. She outlined her needs and ended the email by asking, "Are these even ...

25 Most Important Lessons in Membership Marketing

Tony Rossell at the Membership Marketing blog has listed the "25 Most Important Lessons in Membership Marketing" based on their recent survey of membership marketers. It's an interesting list, and what I found most intriguing is how a well-implemented and well-managed membership and customer ...

Is your database holding you back on growing membership?

Apparently, a lot of associations feel this way. In Marketing General's recently released 2011 Membership Marketing Benchmarking Report (available here), associations were asked "What is your organization’s single biggest challenge to growing membership?" 8% of the association surveyed responded ...

Should your customers be able to cancel online?

Working with a client recently, I was surprised to learn that the association allows individuals who are currently registered for an upcoming event to cancel online. That is, the customer could go online, login, find their meeting registration, and cancel the meeting registration. Their process ...

How much data is enough data?

A database manager recently asked me how to get her staff to enter more data into the database when collecting leads. She was concerned that staff is only entering the "bare minimum" of information (e.g., name and email address) and not putting in other information like mailing address, phone, ...

PayPal Pleasantly Surprises Me!

I recently had to process a refund through my PayPal account (first time ever!). The account I was refunding from had only that one transaction in it, so according to PayPal's rules, I would not be charged the usual fee and thus I could refund the full amount, which is what I did. Today I ...

Manage Expectations By Establishing Them Clearly

I ordered a hand exercise product online last week. It was from a website that I stumbled across, and the product was what I was looking for. I placed my ordered and received an email confirmation of my order. And since then...nothing. No delivery of product, no notice of when to expect my ...

Measuring Member Engagement – The AMS Vendors Are Starting to Get It

In a few weeks I'll be speaking at ASAE's Marketing, Membership & Communications Conference. My session will be on leveraging your organization's AMS to improve marketing and communications efforts. One of the points I'm going to touch on is the need for associations to measure member ...