Five Reasons Why Lockstep Board Leadership Succession Makes No Sense

Once in a while we encounter an organization with a structured leadership succession process that makes no sense except, perhaps, to the founders who concocted it. I like to call this the lockstep board leadership succession model. The model works like this: seemingly worthy candidates are culled from the association board (which may be a
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Mistakes Happen

Everybody makes mistakes. That phrase is a cliché because it’s so true.    And we make mistakes here at Virtual as well. They key is in how you recover from them.  Check out this story: http://www.dmnews.com/this-is-how-cx-is-done-in-email/article/347377/.  It tells the story better than I can of how we recovered from a recent mistake with one of our
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Winning Lessons from the World of Sports

In Boston sports, these are “the good old days.” With the Sox winning championships, the Bruins contending for the Cup and Tom Brady slinging passes, it’s pretty fun to be a sports fan here. In honor of Boston sports, here’s what our four teams can teach associations: From the Red Sox: “Know your role.” When
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The Three “I”s of Successful Tech Associations

As someone who’s worked around technology associations for a long time, I often get asked: “So what are the secret traits of the groups that are the most successful?” Quite honestly, these secrets traits aren’t really so secret. In fact, I like to call them the three “I”s. All of the better-performing organizations I have
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Your Choice: Change or Irrelevance

One of my favorite quotes was when Eric Shinseki, then the Army Chief of Staff, now Secretary of Veteran’s Affairs, said “If you don’t like change, you’re going to like irrelevance even less.” I love that. But boy, is it tough for a lot of associations to heed this advice. Many organizations are well on
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Old soldiers never die, they just fade away. So goes the adage.

Well, for many Board members, “fading away” means unceremoniously dropping them off the Board. That’s why former Board members are often a trouble spot for organizations—someone goes from being “in the know” to “out in the cold.” The result: a one time key member—and often still influential one—becomes disenfranchised. But it doesn’t have to be
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November 1963 Through the Lens of the Internet Age

Walk past a newsstand and you can’t escape it. The 50th Anniversary of JFK’s assassination is on the cover of every magazine from Time to People. It’s a tragedy that I still can’t get my head around. And with everyone from Tom Brokaw to Kennedy’s former aides offering perspective this week, there’s little I can
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Association Board Advice: 3 Rules for Strategic Service and Less Stress

Some would say I’m a glutton for punishment. Others would say I must have some kind of a PowerPoint fetish. A small handful think I’m trying to do something good. But whatever the motivation, the reality is the same: in addition to attending dozens of monthly association Board meetings for Virtual’s clients, when the day
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CXPA Caselet


Challenge

CXPA, a brand-new member association, needed to go from zero to full member service in under a year while delivering on its mission of connecting professionals and promoting best practices.

Solution

Virtual worked with the new Board to create a financial plan, start marketing the first annual event, provide member service, and create a brand identity and web site.

Result

CXPA has become the premier networking and education source for customer experience, with 2,000 members in the first year and a successful first annual conference.


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