Craft Exceptional Member Experiences

Associations don’t grow on satisfaction—they grow on what members do: renew, attend, refer, and advocate. In this practical webinar, Jim Tincher will share a simple “Member Experience Chain of Value” that connects operations to member sentiment, sentiment to behaviors, and behaviors to financial outcomes. You’ll leave with a clear method to identify the member behaviors that matter most, determine the emotions that drive those behaviors, and choose one “Emotional North Star” your team can design around immediately.

Who should attend?

Association CEOs/EDs, membership directors, education/event leaders, marketing/communications leaders, and anyone accountable for retention, engagement, or growth.

What you will learn:

• Use the Member Experience Chain of Value to connect member experience work to retention and revenue outcomes
• Identify the member behaviors that matter most (renewal, event attendance, referrals, self-service) and how to measure impact
• Learn a repeatable method to uncover the emotions that drive member behaviors using existing surveys + member interviews
• Define one Emotional North Star and pick specific operational actions that create it

Publisher:

Associations North

Credit:

If applicable, you may obtain credit in multiple jurisdictions simultaneously for this program (see pending/approved list below). Registrants in jurisdictions not listed below will receive a Certificate of Attendance/Completion that may or may not meet credit requirements in other jurisdictions. Where applicable, credit will be only awarded to a paid registrant attending the live program at their own computer and phone.

How to attend:

Join the live program from your office, home, or hotel room using a computer with high speed internet. You may ask questions, participate in evaluations, and post comments from your computer during the program. Please note that credit (if available) is only provided to registered attendees participating at their own computer and phone. Simple instructions with a link to the program will be sent when you register and again the day before the webinar.

About the Presenter: Jim Tincher

As the nation's leading authority on B2B customer experience (CX), Jim Tincher stands as a visionary at the forefront of shaping its future. Jim’s lifelong passion for CX led him to found his customer experience consultancy, Heart of the Customer (HoC), in 2013, and his insights continue to empower businesses in fostering more loyal and profitable customer relationships.

Jim holds a Certified Customer Experience Professional (CCXP) certification, formerly served on the CXPA Board of Directors, and currently leads its research committee. As an experienced customer experience keynote speaker, Jim frequently hosts workshops and addresses organizations across a variety of business sectors. He is the author of and co-author of Do B2B Better: Driving Growth through Game-Changing Customer Experience.

Other questions?

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