A lot of people think that member experience is comprised of the specific member benefits that an organization offers. While that is indeed part of it, member experience is more about the sum total of all interactions a member has with your organization. This includes everything from the moment they first hear about your program, through the joining process, into participating in what you offer, and continuing right on into the renewal decision.
Every interaction that your organization has (or doesn't have) with someone becomes part of their experience. These tiny little moments may be things that an organization isn't even thinking about, or wouldn't notice, but the member does notice... and those moments build over time to make a difference in whether they stay or go.
That's the topic of this week's show, plus Joy shares where the podcast is going in 2022.
ABOUT YOUR HOST
Yes, there is a “real” Joy in The Joy of Membership.
Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.
She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.
Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.
But beyond industry experience and education…
Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.
She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.
She's a gifted facilitator of conversation, collaboration, and constructive growth.
And she's approachable and results-oriented, which makes it easy to shake loose of the old and start fresh on the new.