Why There is Still Room for a Small, Local Player in the AMS Space

Last month, some of the largest AMS (association management software) companies (YourMembership, Abila, Aptify and NimbleAMS) joined forces to create Community Brands, which they describe as “a powerful and unified family of brands and a connected eco-system of software and services to better serve associations, nonprofits and government entities.” One can quibble over whether or not […]

Members Want Curation and Insight from Their Associations – Part One

One of the best parts of my job is conducting user interviews. Nearly every Matrix Group project starts with a User Persona exercise where we interview staff to glean their most important target audiences. Then a team of Matrix Group staff interview people in each group. Whenever I can, I help conduct these interviews because […]

Why Your Receptionist Is Your Company’s Most Important Brand Ambassador

I was on the phone with a company receptionist the other day, trying desperately to reach someone in sales or customer service. Trouble is, the person I was speaking with could not have cared less about me or my needs. She kept repeating that she had no idea where anybody was, she could not leave […]

Companies Beware! Unhappy Customers are Turning to Social Media

Last week, I blogged about how a social media site like YouTube represent the future of advertising. But social media can also represent the anti-advertisement: bad reviews from unhappy customers who are eager to spread the word about a company’s failings. Witness the following: My friend Tanya runs a blog called NitpickyConsumer.com.  Tanya blogs about […]