Managing The Membership Experience
Sue Froggatt Training & Consultancy
In-house seminar
Have you been thinking about improving the experience of membership? Are you in the process of planning your membership strategy?
The membership experience is a critical component of your membership strategy. With the right service experience you will improve recruitment, retention, engagement, loyalty and add value for members!
In recent years, many leading commercial organisations have gained significant improvements in business performance from managing the customer experience.
This session gives a membership organisation the knowledge and customised tools to achieve this. It will give you a comprehensive understanding of the critical factors that impact on the membership experience.
On this seminar you will learn:
Why organisations have been re-inventing themselves around the customer experience
How focusing on the experience results in an increase in the value of membership
The tools and research to use to get an ‘outside-in’ or member centric perspective, including the template that many associations are now using to map out the key member journeys
The typical stages in three of the key member journeys - into membership, the first year of membership and the journey into leadership—to fast track your learning using these tools
What to focus on and what the first pioneer in the membership sector did to deliver a winning experience
How to create a Member Experience Statement for your association to help you deliver a consistent and predictable experience that re-enforces your brand
The measures and metrics your can use to monitor the membership experience
Some great tips and tactics for improving the experience and the latest developments in the sector.
Note: CPD equivalent is 5.5 hours for the seminar.
Have this seminar delivered in-house to motivate the team
A customized version, modified to suit your specific needs, can also be delivered in-house to staff actively involved in meeting or communicating with members. The in-house workshop is a fun one-day experience that helps everyone see membership through the eyes of a member. Please ask for more details.
The Venue
Details here
This will take place online via Zoom.
More about MembershipMappingTM
MembershipMapping is both a thought process and series of practical tools. It helps you really manage the experience of membership by gaining a clear picture of what happens from the member’s perspective. It is a guided transformation to becoming truly member-centric. It follows the member’s journey to achieve value (an outcome) and helps you to step-into their shoes and view the experience from their standpoint.
This great day will explain the process and give you the opportunity to practice using the tools.
MembershipMapping will help you:
Adopt a more focused approach to recruiting new members
Develop a welcome process that encourages new members to get involved right from the start
Enhance your relevance
Encourage the less involved members to increase their activity
Recruit more volunteers for your committees
Increase loyalty
Give all staff the confidence so they are happy to talk to members
Enhance your membership plans and your planning process – MembershipMapping® is the vehicle for making your membership plans and a real roadmap for success
Organise and focus on what matters through better insights into member and prospective member’s needs and wants
Make better use of resources – these tools help you uncover what you should stop and start doing
Get more control and make better decisions
Improve the membership experience
Remove barriers to engagement
Discover new sources of value for members
Improve your reputation and brand value
Get others in the organisation behind membership
Position your association as the destination of choice!
You will quickly start to see lots of ways to use MembershipMappingTM to make improvements throughout your organisation.
Who is the course for?
Charities
Trade Bodies
Professional Associations
Chambers of Commerce & Business Links
User Groups
Institutes
Training companies
Other… Clubs, Committees, Confederations, Pressure Groups, Societies, etc
People new to managing or directing member services and people already working in this area and looking for fresh ideas.
What is included?
Course workbook
A copy of the MembershipMapping template
Links to useful resources
“A very well delivered and thought provoking day. I now recognise the importance of emotional, rather than transactional, engagement.”
“As usual Sue, you have given me a lot to reflect on! : )”
“Fantastic – I learned a huge amount. It was a lovely event. Thank you Sue.”, Royal
“It was really useful to start developing our Member Experience Statement. I will now be actioning journey mapping and creating profiles to map the membership experience. I will recommend the training to others.”
“The breadth of ideas and perspectives covered during the day was really valuable. I will now be talking about the member experience internally and re-enforcing its importance and relevance.”
Cost & Terms
See the small print
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Please contact Sue
Memberships Organisations that have attended
See the List
- Actuarial Profession
- Administration Services
- Alexony
- Alternative Investment Management Association
- Association for Consultancy and Engineering
- Association for Project Management
- Association of Accounting Technicians
- Association of Anaesthetists of GB and Ireland
- Association of Charitable Foundations
- Association of Commonwealth Universities
- Association of Corporate Treasurers
- Association of Medical Research Charities
- Association of University Directors of Estate – AUDE
- BAMA
- Bioscientifica
- BOHS – The Chartered Society for Worker Health Protection
- Booksellers Association of UK & Ireland
- Boundless
- British and International Greenkeepers Association
- British Association of Landscape Industries
- British Dental Association
- British Ecological Society
- British Franchise Association
- British Institute of Facilities Management
- British Parking Association
- British Universities Finance Group
- British Veterinary Association
- Campaign for Real Ale
- Campden BRI
- CERAM
- CFA Institute – Hong Kong
- Chartered Banker Institute
- Chartered Institute of Arbitrators
- Chartered Institute of Building
- Chartered Institute of Internal Auditors
- Chartered Institute of Legal Executives
- Chartered Institute of Linguistics
- Chartered Institute of Management Accountants
- Chartered Institute of Personal Development
- Chartered Institute of Public Finance & Accountancy
- Chartered Institute of Purchasing & Supply
- Chartered Institute of Arbitrators
- Chartered Institution of Railway Operator
- Chartered Institution of Wastes Management
- Chartered Quality Institute
- Clonmel Chamber of Commerce
- College of Optometrists
- Composites UK
- Confederation of British Metalforming
- Cork Chamber of Commerce
- Crohn’s and Colitis UK
- D&AD
- Dance UK
- DSDM Consortium
- EDANA aisbl
- Edgbaston Priory Club
- Employee Ownership Association
- Energy Institute
- English UK
- Equality Challenge Unit
- European Society for Medical Oncology
- European Academy of Dermatology & Venerology
- European Association for International Education
- European Regions Airline Association
- Federation of Master Builders
- Fieldwork Education
- FIS
- Forestry Commission
- Forum of Private Business
- Freight Transport Association
- GAMBICA, Association for Instrumentation, Control, Automation & Laboratory Technology
- Hardware Association Ireland
- HCPA
- Helplines Partnership
- Honourable Society of Gray’s Inn
- Hurlingham Club
- IABM – Representing Broadcast and Media Technology
- ICAEW
- ICC UK
- IET
- IFFO The Marine Ingredients Organisation
- IfM Engage
- IMPA ACT
- Institute of Administrative Management
- Institute of Chartered Foresters
- Institute of Directors in Ireland
- Institute of Fundraising
- Institute of Legacy Management
- Institute of Motor Industry
- Institute of Physics
- Institute of Trade Mark Attorneys
- Institute of The Motor Industry
- Institute of Translation and Interpreting
- Institution of Engineering and Technology
- Institution of Railway Operators
- Insurance & Reinsurance Legacy Association
- International AIDS Society
- International Association of Teachers of English as a Foreign Language
- International Compliance Association
- International Council of Voluntary Agencies
- International Fishmeal & Fish Oil Organisation
- International Project Finance Association
- International Society of Nephrology
- International Underwriting Association
- International Wool Textile Institute
- IPSE – The Association of Independent Professionals & The Self Employed
- Irish Association of Pension Funds
- Irish in Britain
- Irish Nurses & Midwives Organisation
- Landlord Accreditation Scotland
- Law Society
- Low Carbon Vehicle Partnership
- Marketing Society
- Mensa
- Minor Metals Trade Association
- National Association of Local Councils
- National Association of Pension Funds
- National Association of Primary Care
- National Education Union
- NCVO
- NFRN – The Voice of the Independent Retailer
- NHS Alliance
- Northamptonshire Chamber of Commerce
- Nutrition Society
- OEUK
- Operational Research Society
- Parkinson’s UK
- Pensions Management Institute
- Physiological Society
- Professional Association for Childcare and Early Years
- Proprietary Association of Great Britain
- PTA UK
- Racehorse Owners’ Association
- Radio Society of Great Britain
- Railway Industry Association
- RenewableUK
- Residential Landlords Association
- Rotary Great Britain and Ireland
- Royal Academy of Dance
- Royal Air Forces Association
- Royal British Legion
- Royal College of Chiropractors
- Royal College of Emergency Medicine
- Royal College of Physicians
- Royal College of Physicians and Surgeons of Glasgow
- Royal Forestry Society
- Royal Society of Chemistry
- Royal Statistical Society
- School Library Association
- Scottish Association of Landlords
- Scottish Hockey
- Security Institute
- SIBA – The Voice of British Brewing
- SNIPEF
- Societe Europeene de Cardiologie
- Society for Applied Biology
- Society of Dyers and Colourists
- Society of Endocrinology
- Society of Occupational Medicine
- Spotlight
- Staffordshire Chamber of Commerce
- STAT
- techUK
- UACES – The Academic Association for Contemporary European Studies
- UK Chamber of Shipping
- UK Green Building Council
- UK LPG
- UK Screen Alliance
- Universities UK
- Vegetarian Society
- Whitehall & Industry Group
- Winmark
- Women in Film & TV (WFTV)
- Womens Business Clubs
- Youth Sport Trust
Comments from delegates
See comments
- “Excellent content.”, Rebecca Muenger, Interim Director of Marketing, Key Support Services
- “Thank you – the planning templates will be really useful. Also a great and engaging presentation style.”, Rosa Argent, Head of Membership and Communications, CHS Alliance
- “It was useful to highlight the member journey and experience for new members and those who are on a specific pathway to membership.”, Sam Butter, Membership and Appraisal Co-ordinator, Society of Occupational Medicine
- “I have attended two courses over the last two weeks, both of which have been really useful, relevant and engaging. The handouts have been excellent with many tools and templates that I will use in my role and share with others.”, Jacqui Burdekin, Membership, Staffordshire Chamber of Commerce
- “Great input from Sue and also valued the insight of what other associations and companies are doing about developing experiences. “, Tom Perry, Senior Membership Manager, International Compliance Association
- “I have lots of good action points. This has also really helped me with the current challenge of how to re-invent our events programme. Thank you.”, Millie Patel , Operations Director, Member Experience, The Law Society
- “An excellent course. I found the journey mapping and the section on how to measure experience outcomes very useful. “, Claire Street, Membership Events & Admin, Royal Forestry Society
- “I very much enjoyed the section on journey mapping, It was also valuable to spent a day out of the office thinking strategically about membership development.”, Stuart Glen, Member Services Director, Institute of Chartered Foresters
- “Thank you – the group exercises where really valuable.”, Jorge Rodriguez, Membership and Business Information Manager, IFFO
- “Thank you for an excellent three days of training with you Sue – all very enjoyable and valuable.”, Matt Brecknock, Membership Contact Centre Manager, CILEx
- “The seminar was very enlightening – particularly looking at things from the member perspective. I will use what I have learned today to improve how we interact with members.”, Craig Docking, Membership Engagement Co-ordinator, Chartered Banker Institute
- “A really engaging and thought-provoking course. Thank you Sue”, Claire Lammiman, Sales Executive, BIFM
- “Great training! Very relevant to what I am doing and the challenges I face.”, James Nash, Head of Sales & Customer Experience, BIFM
- “It was really valuable to think strategically about our message and share information.”, Keely Brewer, Racehorse Owners’ Association
- “It was excellent.”, Sadie Evans, Racehorse Owners’ Association
- “Excellent standard and I learned a lot. Thanks again Sue.”, Sharon Stephens, Head of Membership, UK Chamber of Shipping
- “Thank you for a good day of learning and knowledge sharing.”, Sofia Erleigh, Head of Sales & Customer Experience, BIFM
- “It was really useful to be able to structure how to map a member journey and visualise it. “, Phillip Badger, Membership Development Manager, Royal British Legion
- “A very informative seminar – it has given me lots of action points and thoughts of how to improve the member experience.”, Maria Buttuller, Boundless
- “Thank you for a well presented and insightful day… you have been me lots of ideas to take away and develop.”, Margot Rayner, Marketing & Events Co-ordinator, Chartered Banker Institute
- “Excellent day. Paced well, great presentation and useful and applicable information. Thanks.”, Ellen Wade, Immediate Media Co
- “I really liked the size of the group as it gave everyone a chance to contribute to the discussion.”, Samantha Brown, Communities Manager, ICAEW