ACA Member Experience

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ACA Member Experience Solutions (AMES) helps associations benchmark their performance by member safari, prioritize improvements within each safari, and measure real-time member satisfaction.  It starts from the understanding of each member day one with implementation of a profiled understanding of why each member belongs to the association, and engages them from day one. Thus, each full direct experience (safari) with the association is centered on why they are a part of the group.   

AMES benchmarks, prioritizes, and measures member experiences by safari.   
Measuring individual member satisfaction metrics is easy. Determining what’s driving those metrics is hard. Most associations track the performance of individual touchpoints (e.g., website, call center, digital/social interaction, staff interaction or event contacts) but don’t measure member satisfaction with end-to-end safaris (e.g., joining the association, participating in a program, engaging content, talking with staff) that cross multiple touchpoints.AMES solves this problem by linking top-line metrics to member safaris. We provide two distinct offerings:   

Safari Vibe
Our team surveys a association’s members to understand their experience overall, for each safari, and for the interactions within those safaris. We then benchmark those results against relevant peers to identify problem areas, and prioritize the initiatives that will most improve the top-line satisfaction metric.   

Safari Measurement   
Once the association implements improvement initiatives we set up a system to track real-time member satisfaction by safari. The system enables associations to immediately identify root causes of systematic issues, follow up with dissatisfied members, and measure initiative impact over time. By improving their most important safaris and addressing feedback in real time, associations can transform the entire member experience. 

Why ACA Member Experience Solutions?   
We leverage the knowledge we’ve gained from 100's of association (member) experience engagements across a broad range of associations, as well as ACA and our partner Allegience’s nearly 50 years’ combined experience in association success and change, to inform our transformation strategies. We have a well-established approach for executing member experience transformations that leverage leading-edge thinking and best practices from across the association spectrum.   

Proprietary Data and Methodology   
We use advanced statistical analytics to determine which interactions are driving satisfaction within each member safari, and in turn, top-line satisfaction metrics. By comparing this data against our database of competitive benchmarks, we help our associations sequence their initiatives to drive the greatest improvement to overall member experience.   

Leading-Edge Technology   
In addition to Allegiance, we partner with leading system providers to design and implement safari-based measurement systems that leverage the latest developments in advance analytics and real-time closed-loop feedback. We work closely with our partners to design systems that reflect the latest thinking around member safaris, as well as the specific needs of our associations.   
 

To learn how AMES and SAFARI help our association partners excel, give us a call:  (800) 524-2910