When my son was two years old, we flew to Chicago. While slowly moving through security, a friendly TSA agent gave him a big junior agent sticker. He immediately wanted to display it on his shirt and told anyone who would listen that the “airport people” nominated him to their legions. That sticker went from shirt to shirt until the edges were so curled, it wouldn’t stick to anything.
Somebody at the TSA figured out how to transform a potentially terrifying experience for little kids into an adventure of intrigue and excitement. And those stickers only cost the TSA a few cents each.
What bits of your member experience feel like drudgery for members? Perhaps we could find the little shifts that flip the experience into something great.
What would happen if someone walked up and down the registration lines saying hello and handing out a Hershey Kiss or a mini-bottle of water? Imagine mailing everyone studying for a certification exam a lucky pencil or pen. How about rewarding new members for filling out a long application with a free online course? Or gamifying long research surveys?
There might be simple, small, or even free changes you can make that radically improve your members’ experience of the association.