Enhancing member experience

Enhancing member experience Industry Voice: Enhancing member experience - a silver lining to GMP equalisation?

ut Just What Is Member Experience, Anyway?Member experience is how someone sees, uses, and interacts with your associati...
10/11/2022

ut Just What Is Member Experience, Anyway?
Member experience is how someone sees, uses, and interacts with your association.



Some examples of elements that make up your member experience includes:

Your website

Emails

Events

Mentorship programs

While the benefits offered by both clubs were the same, I stuck with the second for one simple reason: its member experi...
10/11/2022

While the benefits offered by both clubs were the same, I stuck with the second for one simple reason: its member experience was much better.

In this post, I’ll take you through some of the things that the second club did differently from the first, and what made me decide to stay a donor.


And if you want to keep growing your membership, check out our webinar on How to Build Memberships at Every Step in Your Organization's Life Cycle with Erin McClarty.

I took a break for a bit, and then decided to look for a new writing association. It was like night and day — this time,...
10/11/2022

I took a break for a bit, and then decided to look for a new writing association. It was like night and day — this time, my experience was amazing.


I found myself coming back to their website over and over, because I felt confident that my membership was a valuable asset, and to this day, I’m still part of this organization.

Plus, when I tried to reach out to the club’s representatives, I was met with a boilerplate email that left me feeling l...
10/11/2022

Plus, when I tried to reach out to the club’s representatives, I was met with a boilerplate email that left me feeling like I was talking to a brick wall.

The whole experience left me with a sour taste in my mouth. What was supposed to be a fun, inspiring experience had turned into weeks of frustration -- and in the time I was part of this club, I never felt like a real member.

A few years ago, I joined an online writing club.I was hoping to start tracking my writing progress and connect with oth...
10/11/2022

A few years ago, I joined an online writing club.

I was hoping to start tracking my writing progress and connect with other writers, and I hoped the sense of community would give me motivation to keep developing my skills..

Two months after I joined, however, I decided to quit.

It wasn’t because I no longer wanted to work on my writing.

No, it was just that I never received any updates on the forums that were supposed to be held, and I wasn’t sure how to connect to other members of the network.

"We haven't seen a noticeable change in levels of member interest in PIE over recent months, despite high inflation. In ...
05/10/2022

"We haven't seen a noticeable change in levels of member interest in PIE over recent months, despite high inflation. In fact, if anything it's encouraging members to want to understand the option more. Every member will have different circumstances, which is why we get to know them and help them decide if PIE is the right option for them in the current time - and certainly for some it is exactly what they need" - David Fishlock, IFA, Chase de Vere

Good quality advice from independent financial advisers (IFA) is crucial and they are reporting that members are asking ...
05/10/2022

Good quality advice from independent financial advisers (IFA) is crucial and they are reporting that members are asking detailed questions about inflation in advice meetings. This probably means that members taking up a PIE option in the current environment are doing so having considered inflation in more detail than members when inflation was lower. Given that current levels of inflation are reflected in the calculations, for some members in particular, this opportunity is welcomed to support them through the current cost of living issues.

The exercises to date demonstrate that members welcome this choice. Electricity North West was our first completed conve...
05/10/2022

The exercises to date demonstrate that members welcome this choice. Electricity North West was our first completed conversion and PIE exercise in 2021, with 64% of members engaging to find out more about the option and 41% of members choosing to take the option. This trend has continued for exercises in progress in 2022, but against the high inflation background.

Our experience is that it has been a simple choice for members to choose between the converted pension (Pension A) or th...
05/10/2022

Our experience is that it has been a simple choice for members to choose between the converted pension (Pension A) or the higher BPO/PIE pension (Pension B), and schemes are implementing additional support alongside the options to ensure members make informed decisions. For members it ultimately comes down to what option best suits their lifestyle requirements, with no need to consider the technicalities of GMP.

GMP conversion and PIE - a success storyIs adding additional options going to make things more complicated for members? ...
01/10/2022

GMP conversion and PIE - a success story
Is adding additional options going to make things more complicated for members? Do members want these options in the current high inflation environment? Will members make informed decisions?

PIE - this is where the member is given the option to exchange some of their pension increases for a higher pension toda...
01/10/2022

PIE - this is where the member is given the option to exchange some of their pension increases for a higher pension today but with lower pension increases in future.
BPO - this is where a member has a higher starting pension which reduces at State Pension Age to provide a smooth total income when combined with the state pension.
For members, both of these options give additional choice on how to access their scheme benefits.

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