Mark Levin

Professional Speaker (CAE, CSP)

B.A.I., Inc.

10015 Old Columbia Rd. Suite B215 Columbia, MD 21046
Ph: 301-596-2584

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Managing the Membership Experience

Using MembershipMappingTM to engage members and give them the experiences they want and value

Something new has been happening in the commercial sector. Leading organizations have woken up to the importance of the customer experience, and how strategically important it is. As a result, new tools have been developed to help organizations better understand and manage the customer experience.

Reviews

This book is an excellent tool for membership professionals. Anyone interested in ensuring they have a sustainable, successful and member-centric organization will benefit from the insights shared in this book.

Belinda Moore, Chief Executive Officer, Australian Society of Association Executives

This book captures exactly what we’re trying to do – focus our efforts not just on member recruitment and engagement but on providing the best member experience every time. In this book Mark and Sue have provided an easily adaptable approach for doing that in any organization.

Anne Czeropski, Senior Manager of Member Experience and Chapters, Applied Client Network

A refreshing ‘must read’ guide that …places a timely focus on positive member outcomes. The risk of getting it wrong is too high, particularly with the ‘What’s in it for me?’ generation coming through!

Richard Gott, Chair, MemberWise Network

 


Table of Contents

Chapter 1 Making the Move to Experience Management
Chapter 2
Committing to Consistency
Chapter 3
Lowering Member Effort
Chapter 4
Membership MappingTM: What It’s All About and How to Use It
Chapter 5
Mapping the Journey into Membership
Chapter 6
Mapping the First Year of Membership
Chapter 7
Mapping the Journey into Leadership
Chapter 8
Other Journeys You Can Map
Chapter 9
Measuring the Experience
Chapter 10
Using Value Groups to Customize the Member Experience
Chapter 11
You Have Reached Your Destination

 


Book Excerpt

As your organization moves into the next century, it must avoid the biggest mistake possible: trying to keep up with organizational change. Rather than keeping up with the changes in your organization, the challenge is keeping up with changes in the lives of your members.

To put it simply, it’s not about you. It’s not about the organization. It’s about the member. To take advantage of this new marketplace, you need to understand what’s going on in people’s lives. You also need to understand how those factors affect members’ attitudes toward their organizations.

If you can not attend one of Mark's seminars, you can still pickup dozens of good ideas in his new book.

Managing the Membership Experience

By Mark Levin, CAE, CSP and Sue Froggatt

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Books by Mark Levin

  • Managing the Membership Experience
  • The Gift of Leadership
  • Membership Development
  • Millennium Membership
  • Retention Wars

B.A.I. Inc.

10015 Old Columbia Rd. Suite B215
Columbia, MD 21046
ph: 301-596-2584
mlevin0986@gmail.com

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  • Membership Development
  • Leadership Development
  • Staff Development

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