Self-Paced Online

Craft Exceptional Member Experiences

Turning Engagement into Renewals, Referrals, and Revenue

Published by Associations North
and Kentucky Society of Association Executives
Learning Objectives
  • Use the Member Experience Chain of Value to connect member experience work to retention and revenue outcomes
  • Identify the member behaviors that matter most (renewal, event attendance, referrals, self-service) and how to measure impact
  • Learn a repeatable method to uncover the emotions that drive member behaviors using existing surveys + member interviews
  • Define one Emotional North Star and pick specific operational actions that create it



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$45 for Association Member
$75 for Non-member

Duration: 60 minutes

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Summary

Associations don’t grow on satisfaction—they grow on what members do: renew, attend, refer, and advocate. In this practical webinar, Jim Tincher will share a simple “Member Experience Chain of Value” that connects operations to member sentiment, sentiment to behaviors, and behaviors to financial outcomes. You’ll leave with a clear method to identify the member behaviors that matter most, determine the emotions that drive those behaviors, and choose one “Emotional North Star” your team can design around immediately.

    
Who should attend:
Association CEOs/EDs, membership directors, education/event leaders, marketing/communications leaders, and anyone accountable for retention, engagement, or growth.

SWOD-27827

Presenters
Jim Tincher

As the nation's leading authority on B2B customer experience (CX), Jim Tincher stands as a visionary at the forefront of... Read More


Originally Published
May 27, 2026

Program Titles and Supporting Materials
This program contains the following components:

  • Media Files
  • Craft Exceptional Member Experiences - Video

  • Downloadable Files
  • Craft Exceptional Member Experiences - Handout

How To Attend
Join the self-paced program from your office, home, or hotel room using a computer and high speed internet connection. You may start and stop the program at your convenience, continue where you left off, and review supporting materials as often as you like. Please note: Internet Explorer is no longer a supported browser. We recommend using Google Chrome, Mozilla Firefox or Safari for best results.

Technical Requirements
You may access this course on a computer or mobile device with high speed internet (iPhones require iOS 10 or higher). Recommended browsers are Google Chrome or Mozilla Firefox.

Credit
If applicable, you may obtain credit in multiple jurisdictions simultaneously for this program (see pending/approved list below). If electing credit for this program, registrants in jurisdictions not listed below will receive a Certificate of Completion that may or may not meet credit requirements in other jurisdictions. Where applicable, credit will be only awarded to a paid registrant completing all the requirements of the program as determined by the selected accreditation authority.

 Click on jurisdiction for specific details  
CAE


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SeminarWeb and Kentucky Society of Association Executives programs are non-refundable.

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