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Retail sets the expectations of your members and customers
5 August 2016, by , in Executive, No comments

In my capacity as a consultant to associations, one of the things I do is pay attention to how retail outlets are using CRM systems and their websites. Why? Because how your members experience retail sales is what they will expect from your organization.

Whether it’s shopping online or shopping in the store, what your members and customers experience there is what they’ll expect to see from you. How many times have you heard this from your members?

“I can see all my past purchases on Amazon, why can’t I see what I’ve bought from you on your website?”

“I can track my shipping status when I order from Home Dept, why can’t I do that with you?”

“When I want to buy something on Zappos, I can chat with a salesperson right on their website. Why can’t I do that on your website?”

Is it fair that your members compare you to multi-billion dollar companies? No. But it’s reality.

So if you want to know what your members and customers will expect from you when it comes to customer service, pay attention to what the big retailers are doing. They set the bar.

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“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”

Mary Pat Paris, Executive Director
International Registration Plan

“We came to Wes because we were very frustrated with our existing AMS and we wanted to improve our capabilities as soon as practicable. Wes very quickly helped us through a process of identifying our needs, identifying potential vendors, and selecting a new system that we’ll be able to move into very quickly. I especially appreciated Wes’s candor about our processes as well as the systems we were looking at. He was a great resource to have in a period of high anxiety for our organization. I would highly recommend Wes for any similar project.”

Jack Chiasson, CMP Executive Director
National Association of Life Brokerage Agencies

“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”

Mary Pat Paris, Executive Director
International Registration Plan

Mary Pat Paris
International Registration Plan

“This is the second database implementation we’ve done since I have been at Western Arts Alliance (WAA). The first I did on my own. This time we engaged Wes Trochlil as our database planning consultant. Let me tell you, this process is a whole lot easier having Wes on your team! For a small association like WAA, it’s tempting for board and EDs to question the justification and expense of a database planning consultant. But it’s the small associations that need Effective Database Management the most. Wes strengthened our planning process, clarified our needs requirements, helped us steer around solutions that couldn’t meet our objectives, and saved us money in the long haul.”

Tim Wilson, Executive Director
Western Arts Alliance

Tim Wilson
Western Arts Alliance
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