Event Details

Creating An Incredible Member Experience

  • 29 Oct 2019
  • 10:00 AM - 4:00 PM (UTC+11:00)
  • Melbourne, Australia

Creating An Incredible Member Experience

This event is run by Answers for Associations. To register visit www.answers.net.au

Learn how to develop a process for more effectively creating and delivering membership experiences that will ensure your members renew and new members are lining up to join.

The latest way to improve recruitment, retention, engagement and loyalty by focusing on the membership experience. Have you been thinking about improving the  experience of membership? Are you in the process of planning your membership strategy? The membership experience is a critical component of your membership strategy.

With the right service experience you will improve recruitment, retention, engagement, loyalty and add value for members! In recent years, many leading commercial organisations have gained significant improvements in business performance from managing the customer experience. This seminars will give you the knowledge and customised tools to achieve this. It will give you a comprehensive understanding of the critical factors that impact on the membership experience.

At this seminar you will learn:

  • What has changed in recent years. 
  • How to use the new MembershipMappingTM process and tools to better understand what experiences members are looking for.
  • A complete view of where the main ‘moments-of-truth’ are for different types of members.
  • How to gather the information needed to determine the current level of satisfaction with service you provide.
  • Where the main opportunities are to improve the experience. 
  • Techniques you can use to help staff develop a greater understanding of members and build more empathy with their situation.
  • How to help everyone communicate effectively with members and create a positive image. This involves looking at developing their listening skills, questioning skills and reading the body language.
  • How to measure the results of your efforts – learn what new metrics are being used to monitor experience and service satisfaction. 
  • What other membership associations have been doing to improve the membership experience.

“It was really useful to be able to structure and map a member journey and visualize it.”, Phillip Badger, Membership Development Manager, Royal British Legion


Sue Froggatt, Owner, Sue Froggatt Training and Consulting
Email: sue@suefroggatt.com * Mobile +44 870 747 9185

Sue Froggatt has specialised in working with membership organisations for many years. Her specialist areas are the recruitment and retention of members, communicating the value of membership, membership research, member service and engaging member volunteers. More recently she has been investigating the essence and experience of membership. In 2015 Sue co-authored ‘Managing the Membership Experience’ with US membership expert Mark Levin. She also runs regular training courses on membership as well as undertakes research into the field. In March 2017 she released the results her 4rd Membership Research Report, which benchmarks key aspects of recruitment and retention activity. She is a regular and popular speaker at many membership conferences in the UK and around the world, including Australia, Singapore, Canada and many other countries in Europe. She has also written many articles included in association publications.

“Excellent content! I now have a valuable framework for mapping the membership experience.” Sarah Whiteside-Jones, Professional Development Manager, Institute of the Motor Industry


  • Wellington - Friday 25 October
  • Sydney - Monday 28 October 
  • Melbourne - Tuesday 29 October   


10am-4pm (arrive at 9.30 for tea, coffee and networking)


City Center Location, To Be Advised 


Association Professional

  • Until 31 Dec - $360
  • From 1 Jan - $540
Association Professional & AuSAE Member
  • Until 31 Dec - $290
  • From 1 Jan - $390
  • Until 31 Dec - $140
  • From 1 Jan - $190  


  1. Concessional Rates - Concessional rates are available to professionals from nonprofits with a turnover less than $200,000 per annum or those flying to attend the event. Please email info@answers.net.au to request this rate.
  2. AuSAE Rate – By registering at the discounted rate for AuSAE members, you are giving permission for your details to be shared to the extent necessary to verify your membership status.
  3. Limited Registration - Registration at the event is only available to staff and volunteers currently working for an association. There is no exhibition at the event and no registration options are available for suppliers wishing to promote their product. Limited sponsorship opportunities are available. Please contact info@answers.net.au for more information about these.
  4. Substitutions & Cancellations - Delegates may nominate an alternative person from their same organisation to attend the event in their place at any time at no extra charge. However one registration cannot be shared amongst multiple delegates.
  5. Payments - All bookings must be paid in full to guarantee registration. Once payment has been received, an email confirmation and a receipted invoice will be sent. If payment is not made at the time of booking, registration will be provisional and can be cancelled.
  6. Speakers Views - Views expressed by the event speakers are their own. We cannot accept liability for advice given, or views expressed, by any speaker at the event or in any material provided to delegates by our guest speakers.
  7. Photography & Filming - For promotional purposes, there may be photography and video production taking place during the event. Delegates who do not wish to be filmed or recorded should advise the organisers by email to info@answers.net.au prior to the event. By registering for this event, you authorise us to take photos at the event. You further agree that we are the owner of the copyright and photographs and that they may be used for any purpose we consider appropriate, including publicity, education or other activities and may earn income for our own benefit.
  8. Cancellations and Refunds – You can cancel your registration and receive a refund (less a $50AUD administration fee) anytime up to 21 days prior to an event. After that time refunds are not available. If cancelling within 21 days of the event you can choose either a credit or to transfer your registration to someone else.  All credits expire at the end of 2019 so must be used on events running in the 2019 calendar year.
  9. Data Protection - By registering for this event, you consent to having your name and organisation distributed to event attendees. They may also be provided to event sponsors. If you wish to opt out, email info@answers.net.au.
  10. Alterations to Programme, Cancellation/Postponement of Event - We reserve the right to make alterations to event programs, venues and timings. In the unlikely event of an event being cancelled, a full refund of the registration fee will be made. Liability will be limited to the amount of the fee paid by the delegate. In the event that the event is postponed or the dates changed, the organisers shall not be liable for any expenditure, damage or loss incurred by the delegate. If by re-arrangement or postponement the event can take place, the booking between the delegate and the organisers shall remain in force.

Strategic Membership Solutions (SMS)
Telephone: 1300 852 303  Email: info@smsonline.net.au

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