We live in a highly advanced, highly personalized world. Voice assistants, same-day delivery, and on-demand content are becoming the norm. And while that’s great for us as consumers, it can be a challenge for those in the business of customer service (your association or chamber included).
Your members are expecting instant service. They’re comparing your organization to companies like Amazon and eBay. And while none of us can directly compete with retail giants like that, there are several things you can do to meet - and even exceed - rising member expectations in 2019:
Offer easy, secure, online payment processing
Your members likely want to be able to pay for things - their membership, events, etc. - online. And they want that process to be easy and secure. That said, it’s crucial that your association or chamber have a secure online payment processing system in place.
This is particularly important with so many data breaches taking place. Entering credit card information online is often necessary, but also, sometimes a little nerve-wracking. Ease your members’ minds by letting them know the payment processing system you’re using is in fact secure. (But only tell them that if it actually is!) And, if possible, make sure you’re working with a payment processing company that you can easily get in touch with, should you have any questions or concerns.
Have auto-populated form fields on your website
Don’t you love it when you return to a site to register or buy something and your information is already in the form fields? All you have to do is put in your credit card info and you’re done. Well your members love that too!
If possible, try utilizing a system that allows for that on your website. An association management system is a prime example. Because it houses your member database, when a member returns to your site, if they’ve already entered that information before (their name, address, etc.), those fields will auto-populate, saving them time and improving the overall member experience.
Provide on-demand content
Your members view your association or chamber as a resource. They know they can turn to you when they need something. But the keyword there is “when.” See, the thing about resources is, sometimes we don’t utilize them until we need them.
What we’re getting at is this: Does your organization operate on your members’ time? Do you have a place to upload, share, and store content whenever your members are ready for it? Maybe they weren’t interested in that webinar a couple months ago, but they’d like to hear the recording now. Can they easily find and access that? If so, not only is that valuable, but it makes for a GREAT user experience.
Note: If that’s a capability your organization’s technology currently lacks, you may want to take a look at a learning management system. It’ll allow you to upload, share, and store content, among many other things!
As you can see, matching member expectations in 2019 has a lot to do with technology. As technology evolves, member expectations rise. Is your association or chamber keeping pace?
If you feel like you’re falling behind, it may be time to look into an association management system (AMS), particularly one with frequent product updates. Not really sure what an AMS is or how it can help your organization? Take a look at our free guide, What Is an AMS?, below!