Many of you know PropFuel is a way to build stronger relationships with your constituents by triggering their feedback through regular checkins. The most common question I get in a demo is, “What do we do with the feedback?”.
Here’s what you do when your members start talking. The short answer is: You listen!
The longer answer is: You listen and then “Go Big. Go Small. And Solve Problems.”
GO BIG: Just like any data collection platform, when you have member feedback that’s at all quantitative, you can study it for trends, answer the big looming questions, validate your suspicions that students are less engaged then lifetime members… Durrr! Going big refers to the quantitative birds eye view to help you dissect your members. This is nothing new. Most of us have just done this through a survey tool in the past… Barf!
GO SMALL: This is really cool. And it’s something that I don’t think any other platforms, especially surveys, won’t facilitate. Most, if not all, associations have more members than they can see in touch with regularly. So when do you connect with them? Usually by happenstance. When you see them at a conference, at a meet up or when you think of reaching out, often times, randomly, for general feedback. Or when they’re calling to complain and yell at you about something. That’s another time you get to connect with them 🙂 There’s most definitely a better way to ID who to talk to, when to talk to them and what to talk to them about.
Scott Douglas, Sr. Director, Membership and Business Development, at National Strength and Conditioning Association, uses PropFuel to capture the voice of specific members. He’ll use the AI Sentiment Analysis to identify who’s frustrated and reach out to them directly. As a result, he’s talked with individuals that really need the attention, WHEN they need the attention, not by happenstance.
SOLVE PROBLEMS: Every Association, like businesses, have goals and objectives. Increase student engagement. Drive revenue. Regain Lapsed Members. Improve Learner Experience. And probably the most common one I hear, Improve New Member Engagement. Start learning more about your segments by asking questions that will lead you to solving these issues, one question at a time.
We talk at our members all the time. Start asking them questions and you’ll find it’s really easy to act on the data.
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