Discover how the principles identified in Stephen Covey’s “The 7 Habits of Highly Effective People,” are being used by leading nonprofit and association websites.
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7 Habits of Highly Effective Nonprofit and Association Sites
1. Sitecore. Compelling Web Experiences
Page 1 www.sitecore.net
Seven Habits of Highly Effective
Non-profit and Association Sites
Darren Guarnaccia, VP Product Marketing
DG@sitecore.net
4. Sitecore. Compelling Web Experiences
Page 4 www.sitecore.net
The Value Gap
If you had a resource that could…
Increasemembership growth
Increase revenue fromexisting members
Createmoreloyalty andparticipation frommembers
Lower customersupportcosts
Increasememberrenewal rates
Would you make use of it?
5. Sitecore. Compelling Web Experiences
Page 5 www.sitecore.net
Most Web Sites are Untapped Resources
Many organizations fail to harness the full potential of their
member facing sites to:
Improvemembergrowth andrevenue
Reducemembership churn
Deliver moreperceived services,moretangibly
Generatememberselfservice
Monetizemembership anddiversity revenuestreams
Due to consumerism elsewhere, customer expectations
continue to rise
Due to advances in social networking, members can solve
their needs if we don’t do for them
6. Sitecore. Compelling Web Experiences
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Audience Poll…
How long does it currently take to make updates or
changes to your Web site?
Hours
Days
Weeks
7. Sitecore. Compelling Web Experiences
Page 7 www.sitecore.net
Introduction to the 7 Habits
Steven Covey’s book, “The 7 Habits of Highly Effective
People” (Simon & Schuster, 1989)
Apply the same rules to your Web site
Your Web site is a mechanism to build and grow an
online relationship with your audience
8. Sitecore. Compelling Web Experiences
Page 8 www.sitecore.net
Habit #1 Your Members are in Charge
Listenandrespondtoyour members’needs
Learnhowtolisten
Optimizeforwhatyourcustomerwantstodo
Analytics onlytellpartofthestory
Engagefocusgroups,surveysandyouronlinemembercommunity
Thecustomerisalwaysright
Becomeadaptive -Learnandevolve
WCMtoolstotherescue
Prioritize highvalue content(thatuserbehaviorshowsyou)
Benefits
Bycreatingacustomercentricwebsite:
Moreloyalmembers(goodwillleadstolowerchurn)
Moreengagedmemberscontributeemore
Lowersupportcostspermember
15. Sitecore. Compelling Web Experiences
Page 15 www.sitecore.net
Habit #4 Deliver Value to Your Members
Provide value
Deliver valuebacktomembers
Understand what theyneedanddeliveritquickly
Demonstrateutilityoftheinformationtheyprovide
Deployglobally, touchmemberslocally
Benefits
Createsstrongercollaboration habitswith members
Buildsgoodwill with members
Increased memberretention
19. Sitecore. Compelling Web Experiences
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Habit #5 Be Honest – What is and is not
working
Examine and evaluate what does not work
Findtheholes
Identifywhat customersseek,butcan’tfind
Elicitfeedback andcommunicate back
Offerexpertise
Benefits
Helpyour memberlearnhowtoengagewith you
Lower membersupportcosts
21. Sitecore. Compelling Web Experiences
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Insert Search report showing
zero result searches
22. Sitecore. Compelling Web Experiences
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Habit #6 The real Web 2.0 - Create the
ongoing dialogue with your members
Create an ongoing conversation with your members
Usepersonalization tohaveanongoing dialogue
Putyour membercommunity towork foryou
Bubbleupideasandproductfeedbackfrommembercommunity
Buildtrustandconfidence usingyour community
Ifyou don’tdoit,facebook will…
Benefits
Createsvalueforthemember
Greatermemberintimacy/Loyalty
Expands themember’srelationship
Deeperunderstanding ofcustomerneeds
23. Sitecore. Compelling Web Experiences
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Audience Poll…
How many of you are using community features on your
member sites today?
Yes
No
Considering, buthesitant
28. Sitecore. Compelling Web Experiences
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The Seven Habits
Your MembersAre in Charge
Implement Your Site Goals With Consistency
Balance User Experiences With Site Goals
Deliver Value Back toYour Members
Be Honest – What is and is not working
Create the ongoing dialogue with your members
Sharpening Your Website’s Saw
29. Sitecore. Compelling Web Experiences
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Putting the Habits to Work
Demand more from results from your Web site
Your Websites need to evolve to multi-mission roles
Extract more value by implementing these seven habits
CMS and Search Technologies can support these goals
30. Sitecore. Compelling Web Experiences
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Q & A
Addition information can be found at:
www.sitecore.net
Follow up questions please contact:
Darren Guarnaccia
dg@sitecore.net