Posts Tagged ‘Feedback Tracking’

Using Negative Feedback to Express Your Brand in a Positive Way

Monday, October 4th, 2010

In our recent edition of WhiteSpace we cover how an organization’s strategic plan, brand and conference must connect with each other. Part of that process involves implementing what is learned in post-conference surveys into the strategic plan and branding.

However, we know many associations freak out at the thought of receiving negative feedback. But, addressing negative feedback can be a positive way to express your brand (who you are and what you stand for).

If there are issues within the organization, take a page out of Domino’s book. When faced with negative feedback, the President of the company addressed the comments head on. In YouTube videos and TV commercials the President tells consumers how Domino’s is listening to what they have to say and how they are going to make a change.

Its quite uncommon in the association world, where everyone tries to hide the dirt under the rug, to see this kind of transparency. They think that by keeping negative comments close and internal members won’t talk about it. But, members are already talking about those issues and communication like this can make members feel like….well, members, instead of random consumers.

To gather feedback from members about the conference and association, but to never address it is very disrespectful to them. And, it’s only a matter of time before they realize they are not being heard, which will cause them to loose trust in you and decrease your credibility.

Stop worrying about what members might be saying and instead practice honesty and courage in addressing whatever feedback you receive from them. That is what will drive retention and conference attendance.

Curious how Domino’s handled the disgruntled customer in their recent commercial?

Conferences and Crowdsourcing

Monday, April 5th, 2010

Most associations we know are petrified of social media. We get it: change is scary and opening the floodgates could lead to some nasty comments that most of us would rather not see. But it’s 2010, and it’s time to get with the program or risk becoming obsolete. These days, one of the most effective and interactive ways to use social media is to crowdsource, soliciting ideas from outside your organization.

WIRED magazine contributing editor Jeff Howe coined the term “crowdsourcing” in the magazine in 2006, and the concept has been picking up steam ever since. “Unconferences,” where the conference agenda is driven entirely by attendees, are one example of crowdsourcing in action.

Even if your association isn’t ready to completely hand off the reins, you can still use crowdsourcing to collect suggestions and get members excited. The thing to remember is that crowdsourcing needs to tap into passion. If people are passionate about what they’re being asked to contribute, whether it’s a new product idea, a catchy slogan, or a user-generated video, then they’ll do it.

Healthy competition can help your association. When members see colleagues brainstorming or creating, they’ll want to get involved, too. However, prizes or incentives needn’t be expensive. Think about something of value you already have as an offer. Maybe it’s recognition at your conference or a cool new product from one of your sponsors.

Here are a few ways your conference can tap into crowdsourcing:

  • Create a virtual conference room where people can brainstorm. This could be a forum on the conference website that allows visitors to vote on topics for panels or suggest ways to improve the conference experience.
  • Set up a physical space at your conference where attendees can exchange ideas. It could be prototypes for new products, designs for a new logo, or something else entirely. However, remember that it’s not really about creating products, it’s about exchanging ideas.
  • Use Twitter to solicit questions for panelists. Audience Q & A’s are an old school form of crowdsourcing, but now users can contribute without even being in the room.

The great thing about crowdsourcing is that it allows you to create a better conference than you might otherwise have. And when members are engaged and excited, they’re more likely to attend your conference again and keep renewing their membership.

4 Ways to Collect Feedback Online

Tuesday, December 1st, 2009

One thing that most of your members, conference attendees and website visitors have in common is that they want to have their say. They want to give their opinion and know they’ve been heard. And, if you don’t respond, the world is full of organizations or businesses who will.

Here are four tools that can help you gather info that will be helpful in making future decisions about event planning, marketing, and publications.

1. SuggestionBox.com

Suggestion Box is an easy-to-use, web-based service that can allow you to ask for ideas from your audience. It is a great tool for implementing some of the tips we shared in our newsletter about crowdsourcing. (Link to November newsletter.)

It starts with a widget that can be added to your organization’s website that directs website visitors to your suggestion box. Once in your “suggestion box” visitors can post ideas and rate the ideas of others.

Association staff can be given access to rate the suggestions internally and send messages to each other about the suggestions privately. You can also automatically notify consumers when one of their ideas has been implemented.

2. YackTrack.com

YackTrack is a free-to-use search engine. Focused on online conversations, YackTrack searches Twitter, Technorati, Google Blog Search, Flickr, Mixx, delicious, Identica and more. After completing a search, you can subscribe to an RSS feed to read new chatter about your search topic as it is posted.

3. GetSatisfaction.com

GetSatisfaction is more tailored for businesses, but it can still be useful to organizations. The website allows individuals to report problems or complaints with a product or service. Setting up a free account could provide a great space for conference attendees to be honest about their experience at your most recent conference. Association staff members can then respond over the site.

4. SurveyMonkey.com

SurveyMonkey is an online survey tool, that allows you to plug in your own set of questions, pick your industry, set your parameters and then get instant results. The service is free for up to 100 survey responses.