Maximizing the Value You Deliver to Members

Delivering products and services to members involves choices.  How much of your budget, staff time, and promotional efforts should go into any given product or service?   What products and services attract new members and help to keep them?  Understanding this defines value.

One method to help make these decisions is to ask members and staff to rate offerings through two questions. How important is a given product or service? And how well does the organization deliver these offerings?

Benefits that are important and well delivered need to be promoted.  Benefits that are important to members, but are not well delivered, for any number of reasons, require investment to improve them.  And benefits that are of little value can be set aside or eliminated.

Here is a matrix to help define these options. 

So where can we find value to get and keep members?  Defining what is truly important to members and then being sure to deliver it with quality, timeliness, and at an acceptable cost creates value.