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Books

Sue Froggatt Training & Consultancy

There are many books that deal with membership in the traditional sense of how to get prospects to join and members to enage and renew. This book, however shows you how to approach these membership tasks in a more contemporary, yet highly practical way.

Managing The Membership Experience

Using MembershipMappingTM to Give Members The Value & Experience They Want

£19.95*

Order here

Today’s leading organisations have learned to look at what they do through the eyes of the customer. This has produced huge insights, showing where to make the changes to improve value and the customer experience. As a result they have increase customer loyalty and improved business performance.

This book will give membership associations the tools and templates to achieve the same outcome.

Take a peek… Download Chapter 1 – Making the move to experience management

It walks you through a step-by-step process of how you can see what you do through the eyes of the member and become more member-centric. As a result, your perspective moves from ‘inside-out’ to ‘outside-in’.

It introduces the MembershipMappingTM templates that you can use to chart the key journeys members take throughout their relationship with the organisation. They enable you to see the experiences as a whole and consolidate your intelligence.

Many membership professional associations are already familiar with looking at journeys. They often plot the stages through a career in a profession and, along the way, often develop and promote qualifications. The journey shows the stages that the association has helped frame for the benefit of the profession.

This book takes you through examples of different journeys – the journeys that members take, starting from their journey into membership, and continuing through the critical first year and beyond. Along the way the MembershipMapping process uncovers when an experience in the journey delivers a defining moment which really matters. It looks at what members have to go through to get things done. This can alter how members feel about you and the value of membership. The MembershipMapping templates enable you to easily capture what happens, and isolate and address the key experiences that destroy or add value.

Being member-centric will create a new culture that permeates everything you do. It’s a combination of understanding and keeping focused on member priorities, and also doing things in ways that are most convenient for, and easily understood by, members and prospective members. It’s a way of establishing to members that the organization is, indeed, not only a partner in their success but also an enabler of their success.

Table of Contents

Part 1: Preparation

  • Chapter 1 – Making the Move to Experience Management 13
  • Chapter 2 – Committing to Consistency 19
  • Chapter 3 – Lowering Member Effort 27

Part 2: Journey Mapping

  • Chapter 4 – Membership Mapping: What It’s All About and How to Use It 35
  • Chapter 5 – Mapping the Journey into Membership 41
  • Chapter 6 – Mapping the First Year of Membership 51
  • Chapter 7 – Mapping the Journey into Leadership 61
  • Chapter 8 – Other Journeys You Can Map 70

Part 3: What's Next?

  • Chapter 9 – Measuring the Experience 79
  • Chapter 10 – Using Value Groups to Customise the Member Experience 87
  • Chapter 11 – You Have Reached Your Destination 95

Appendices

  • A – Member Experience Statement Templates 100
  • B – MembershipMapping Templates 101
  • C – Member Profile Template 103
  • D – Measurement Terminology 109
  • E – About the Authors 110
Take a Sneak Peek
* £19.95 for a hardcopy plus postage and packing
* £19.95+VAT for an electronic version (pdf file). NB: Ebooks have VAT added in the UK.  

What can a commitment to ‘Managing the Membership Experience’ mean for your organization?

Strategically, it can;

Position your organization to be the organization of choice – for current and future members and prospects

Provide a clear understanding of how to evaluate current member benefits and how to develop newer, more valuable ones

Give you better insights into member and prospect needs, and how to help them be successful

Allow for a guided transformation of your organization’s membership culture to one of constant improvement and value orientation.

What can a commitment to ‘Managing the Membership Experience’ mean for your organization?

Tactically, it can;

Lead to higher retention through increased member affinity

Develop more member engagement (at every level)

Encourage mass customization of solutions to their problems – true 1-1 servicing

Increase your brand awareness

Make it easier to attract and qualify new members

Help fewer prospective members fall out the recruitment pipeline and help find and fix a leaky sales funnel

Enhance your relevance, because you can better anticipate their needs and behaviour.

CONTACT

0870 747 9185
sue@suefroggatt.com

CONNECT

NEXT EVENTS

  • Member Recruitment: Strategies & Tactics
    14th March 2023
  • Member Retention: Strategies & Tactics
    15th March 2023
  • Communicating the Value of Membership
    16th March 2023
  • Managing the Membership Experience
    17th March 2023

KEY SERVICES

  • Facilitation
  • Mystery Shopping Service
  • Professional Speaking
  • Research & Consultancy
  • Sponsorship Asset Analysis
  • The CleaView Membership Planning Tool

 

Book a Seminar
Copyright 2016 Sue Froggatt Training & Consulting | All Rights Reserved | Privacy Policy | Cookie Policy | epilo
  • Home
  • Seminars
    • One Day Public Seminars
      • Member Recruitment Strategies & Techniques
      • Member Retention Strategies & Techniques
      • Communicating the Value of Membership
      • Managing The Membership Experience
    • In-House Seminars
      • In-house delivery of courses
      • Developing Your Strategic Plan
      • Member Research Fundamentals
      • Future Trends Affecting Membership Associations
      • Recruiting & Retaining Members Using the Telephone
      • How to Get Your Members Engaged & Volunteering
      • Sponsorship Fundamentals
      • Strategic Sponsorship Development
  • BOOK A SEMINAR
  • Resources
    • Books
    • Planning
    • Benchmarking
    • Competitive Strategies
    • Member Recruitment
    • Member Retention
    • Member Volunteer Management
    • Member Research
    • Segmentation
    • Member Journey Mapping
    • Strategic Alliances & Partnerships
    • Membership Job Descriptions
    • Miscellaneous
  • Services
    • Facilitation
    • Mystery Shopping Service
    • Professional Speaking
    • Research & Consultancy
    • Sponsorship Asset Analysis
    • The CleaView Membership Planning Tool
  • About
    • Contact
  • Store
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