Tuesday, February 23, 2010

What Do Your Members Expect From You?

Do you know the answer to this question? If not, you may want to stop every other project you have and find out. Because you can't exceed expectations (aka provide value) without first knowing what those expectations are.

There was a great conversation on the weekly Twitter chat #assnchat (yes, we know, great name) about using social media as a customer service tool. Scroll through here to see the conversation. I won't rehash the whole thing here, but there was a part about using live chat as a tool, and if you did, members expecting it to be manned 24/7. Would your members expect that?

I am currently taking a deep look at our website, but I have had to step back and dig deeper into my members expectations. Because if they are expecting updates once a week, that is different than daily updates. That difference might change my technology choices, CMS setup, navigation, etc.

So before you go to far with everything you are doing, you may want to find out what the expectations are first.