Experience vs Value

Rob Helsby | Creative Director | Cantarus

Your members don't compare you to other associations. They compare you to Amazon, Netflix, and LinkedIn.

This session cuts through the noise with real client stories, a practical prioritisation tool, and one test you can run this week.

Didn't get the chance to ask your question during the session?

If a theme, idea or discussion point from this Lens resonated with you, we'd love to continue the conversation.

Share your details below and a member of the Cantarus team will come back to you directly.

Key themes explored during the session included:

If the themes discussed during the session resonate with your organisation, here are four practical ways to start improving member experience today.

Download the Value vs Experience Matrix

Plot your own services and identify where to focus first. A simple tool you can use in your next team meeting.
Run the Layman Test

Ask someone outside your team to find five pieces of content on your website without using search. You'll learn more in 20 minutes than a month of internal review.
Walk a member journey yourself

Pick one transactional journey, like joining, renewing, booking an event. Complete it end to end and note every moment of friction. You'll be surprised what you find.
Book a cross-departmental session

MX doesn't belong to one team. Get the right people in a room (or a FigJam/Miro board) and map the challenges you're each working on. Overlap is always there.