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Membership Development - Regional Chamber Meeting
Branding:

  “If you don‟t tell your story,
    the public will make up
    one about you.” ~Eric
    Alper
Define Your Brand Character

• If your business or organization was a car,
  what brand would it be?

• Give 3 one-word adjectives to describe it




Organizational Branding
Branding and Marketing

“Marketing is branding. The two concepts
  are so inextricably linked that it is
  impossible to separate them.
  Furthermore, since everything a company
  does can contribute to the brand-building
  process, marketing is not a function that
  can be considered in isolation.”
     – 22 Immutable Laws of Branding, Al Ries and Laura Ries




Organizational Branding

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What is a Brand?
•   It‟s more than a name
•   Branding „pre-sells‟ the product or service to the user
•   Branding is simply a more efficient way to sell things
•   A brand stands for something, a position in the mind
•   It‟s more than a logo
•   A brand requires a visual vocabulary
     – Consistent use of a “look and feel”
     – A common “voice” and tone/style
     – Standardized color palette, typefaces, visual style
• Consistent use of wording, tag lines, theme lines




Organizational Branding
Branding is Boring!

• It requires consistency
     – Repetition of key phrases (radio burn)
     – Redundant visual identity
     – Target your audience
     – Focus on presentation
     – Creative limitations




Organizational Branding
Connecting to your customers

“Building brand awareness is not simply
  about throwing money at the moon. It‟s
  about creating a consistent, emotional
  connection with your customers.
                          – James Daly, Editor in Chief, Business 2.0




Organizational Branding
2 Ways to choose your brand

1. Be who you want to be
• Decide how you want the public to
  perceive you
• Communicate and act in support of it
     – Works for new companies, mergers, new
       markets
     – New brands often rejected by consumers



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2 Ways to choose your brand

Or 2. Be who you are
• Be who your audience/the public expects you to be
• Selectively reinforce what your existing customers feel
  and say about your product or service
• Run focus groups or surveys to find out why people buy
  initially, and why they return
• Collect testimonials to find common words, themes




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3 Steps to develop your brand

1. Who is your target audience?
   End user, Influencer, Buyer, or Referrer
2. Find their “hot buttons”
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3. Tailor message to audience
   (If you were gone tomorrow, will people
   miss you?)


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1. Who is your target audience?

• Do you know everyone you‟re selling to?
  Who buys? Who influences? Who refers?
  Who uses?
• Consider all audiences, their expectations
• Speak their language
• Appeal to their emotions



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Examine their job position
• Business audiences: What is their responsibility to their
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• Gatekeepers tend to protect decision makers
• Buyers tend to look for the best deal
• Salespeople seek new prospects, partnerships
• Managers tend to control costs
• Investors want bottom-line growth
• Owners are more holistic, but typically not “joiners”




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4 Considerations For
       Communicating Your Brand
1. Consider learning styles
     Different people take in information in different
       ways – appeal to as many senses as possible
     – Visual images that touch and relate
     – Wording that paints a picture
     – Textures/paper that encourage touch
     – Sounds (Intel‟s mnemonic)



Organizational Branding
4 Considerations For
         Communicating Your Brand
2. Review the competition
     –   Competition may be direct or indirect
     –   We‟re competing for time and attention
     –   We‟re offering another choice in similar product or service
     –   Or another choice of use of time (if I don‟t do this, I can do that)
     –   What are the alternatives for your target audience?




Organizational Branding
4 Considerations For
        Communicating Your Brand
 3. Referrals are Key
 • Generate talk about your product or service amongst
   peer groups
 • Some products/services will only be sold with referral
 • Testimonials: People trust other people‟s opinions




Organizational Branding
4 Considerations For
       Communicating Your Brand
4. Buying and Justifying
• Businesses: People BUY emotionally, JUSTIFY
  intellectually
• Chambers & Associations: People JOIN emotionally and
  JUSTIFY upon renewal
     – Who MUST you reach in order to be successful?
     – Who will have the most impact over the long-term?




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Brand vs. Audience

• Is your audience willing to respond to your
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• You may want to appear complex,
  intelligent and powerful
• Your audience might prefer simple,
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Organizational Branding
Who is your audience?

•   How do they take in information?
•   Age/generation affiliation
•   Their likes and dislikes
•   What/who do they relate to?




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The Content of The Brand

• Express your purpose through stories

• Give the audience a story or else they will
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• Embed your stories with HUMANITY
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• “Don‟t give me the details and the names of the flowers, just give me
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Understand
your audience‟s expectations
• Makes each communication more effective
• You‟ll provide what your audience needs to
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• Each point of contact will build on the last
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Build it!

• Branding is the foundation of any effective,
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• The success of every business relies on a
  strong brand identity implemented into all
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Organizational Branding
Core Functions:

• Strengthen the Local Economy
• Represent Business Interests in
  Government
• Take Political Action
• Promote the Community
• Provide Networking Opportunities

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Your Marketing Message

The Wrong Pitch
• Our Organization is a private non-profit
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The Right Pitch
• The chamber solves common business problems like not
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• The Chamber connects businesses to consumers and
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• The Chamber helps people who are tired of doing
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TOMORROW'S MEMBERSHIP
ORGANIZATION


 • Have a S.E.A.T.
 • Service & Sell With The Latest
   Technology
 • Engage Members Without Asking Them
   to Show Up
 • Allow Members to Choose Their
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 • Teach Members How to Talk About Us
WHY PEOPLE DON‟T JOIN

•   Don‟t have time to participate (68%)
•   Don‟t see the value (49%)
•   Corporate office policy (45%)
•   Membership costs too much (18%)
•   Don‟t do business locally (10%)

WACE
ENGAGE MEMBERS

• … without asking them to show up!
• Participation vs. Partnership
• Membership does not require participation
• Prevent drops due to “no time to
  participate”
• Health club comparison
• Chamber Church Confessional
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BUYING AND JUSTIFYING

• Businesses: People BUY emotionally,
  JUSTIFY intellectually
• Chambers: People JOIN emotionally and
  JUSTIFY upon renewal
  • Who MUST you reach in order to be
    successful?
  • Who will have the most impact over the long-
    term?
ALLOW MEMBERS TO CHOOSE
THEIR OWN INVESTMENT

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 • Fair Share (usually based on number of
   employees)
 • Special Formulas (usually for certain
   industry categories)
 • Tiered Dues Structures
 • Negotiated Dues
 • Dues/Non-Dues Package (such as
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Membership Development - Regional Chamber Meeting
MEMBERSHIP TIERS

• Offer something for everyone
• Create “upsell” opportunities
• Create a sense of privilege, recognition
  and exclusivity with upper tiers
• Create benefits that require little or no
  hard costs to the chamber
UPPER-TIER BENEFIT
OBJECTIVES
• Self-Segmentation
• Pro-active leadership role
• Above “Cost-per-member” benchmark
• Increased membership stature and
  personal/professional recognition
• Improved personal and professional skills
  and networking contacts
QUANTIFY YOUR BENEFITS

•   How much does membership cost?
•   How much is membership worth?
•   Quantify it and sell it!
•   Add to the value with media partners and
    give-aways

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TEACH MEMBERS HOW TO
TALK ABOUT YOU
• Generate talk about your product or
  service amongst peer groups
• Some products/services will only be sold
  with referral
• Testimonials: People trust other people‟s
  opinions
THE WANT-TO'S ARE OUR
FUTURE

The “have-to's”
The “ought-to's”
The “want-to's”
YOUR MARKETING MESSAGE

The Wrong Pitch:
• The chamber is a private non-profit
  membership organization that works to
  ensure a healthy local economy.
• The chamber is a group of businesses that
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YOUR MARKETING MESSAGE

The Right Pitch:
1. The chamber solves common business
   problems like not having enough time to
   lobby the government for less red tape and
   taxes.
2. The Chamber connects businesses to
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3. The Chamber helps people who are tired of
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TESTIMONIALS: GET THEM
STARTED!
• “As a service business, membership in the
  Chamber is especially valuable
  because…”
• “The Chamber helps me to…”
• “The Chamber saves me time/trouble
  by…”
SEGMENTING TESTIMONIALS

• Segment the sources of your testimonials
  for use in targeting like audiences
• Start-up, Emerging, or Mature
• Retailer, Restaurant, Manufacturer,
  Service, Professional, etc.
• Match prospects with corresponding
  testimonials
SERVICE AND SELL
MEMBERSHIPS WITH THE
LATEST TECHNOLOGY


 • What is GoDaddy and why are they
   number 1?

 • Gain the service advantage
   enjoyed by other industries
ARE THESE YOUR SALES
CHALLENGES?



 •   Information Overload
 •   Sales Department Turn-Over
 •   Printed Materials Out-of-Date
 •   “Foul Language” of Volunteers

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THE SOLUTION

•   Never Complains
•   Never Asks for a Raise
•   Works 24-7-52
•   Captures Your Web Traffic
•   Standardizes Your Sales Language
•   Has sold up to $25,000 in new member
    dues per year
Membership Development - Regional Chamber Meeting
Membership Development - Regional Chamber Meeting
Converting to Tiered
Memberships
Existing assets, when assembled into packages, will
reinforce the value members appreciate and help them
grow

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Tiered Dues Will...
Emphasize the value of membership in a format all
members can understand
Eliminate the inequality of (un)“fair-share” dues structure
Create clear levels of investment and value
Tie member investments to supporting our mission
Allow members to customize their membership by
selecting their level of involvement and investment
Make it is easy to explain what members receive for their
investment
Reasons to Change

Improve market share
Increase source of revenue
Accommodate projected growth of membership
Boost number of “healthy” members
Differentiate from other membership organizations
Improve retention rate
Strengthen member participation
What You Have Now

Dues based on request


The same benefits for all members regardless of their dues


A la carte products and services require multiple “asks”
Tiers Will Allow Members to:

Choose services based on their own needs


Understand what they are supporting


Expect their tangible benefits to grow with their investment
in the Chamber

Be recognized for their membership investment in the same
way sponsors have been

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Case Study: Salem, Oregon

New Memberships Sold in First Year of Tiers
Memberships               187
Revenue                   $ 63,821
Upgrades                  20           11%
Upgrade Revenue           $ 11,700     18%
Case Study: Salem, Oregon

Total Tier Allocations 2008   156
President‟s Diamond Circle     17
Executive                      22
Premium                        27
Entrepreneur                   90
Case Study: Salem, Oregon

   2006                    2007        2008        2009
Members                     1235        1279        1325    +7%
Book Value             $ 439,942   $ 506,325   $ 585,325   +33%
Upgraded Members                          40         187    14%
Book Value of Upgrades              $ 53,000   $ 231,000    39%
Membership Development - Regional Chamber Meeting

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Membership Development - Regional Chamber Meeting

  • 2. Branding: “If you don‟t tell your story, the public will make up one about you.” ~Eric Alper
  • 3. Define Your Brand Character • If your business or organization was a car, what brand would it be? • Give 3 one-word adjectives to describe it Organizational Branding
  • 4. Branding and Marketing “Marketing is branding. The two concepts are so inextricably linked that it is impossible to separate them. Furthermore, since everything a company does can contribute to the brand-building process, marketing is not a function that can be considered in isolation.” – 22 Immutable Laws of Branding, Al Ries and Laura Ries Organizational Branding
  • 5. What is a Brand? • It‟s more than a name • Branding „pre-sells‟ the product or service to the user • Branding is simply a more efficient way to sell things • A brand stands for something, a position in the mind • It‟s more than a logo • A brand requires a visual vocabulary – Consistent use of a “look and feel” – A common “voice” and tone/style – Standardized color palette, typefaces, visual style • Consistent use of wording, tag lines, theme lines Organizational Branding
  • 6. Branding is Boring! • It requires consistency – Repetition of key phrases (radio burn) – Redundant visual identity – Target your audience – Focus on presentation – Creative limitations Organizational Branding
  • 7. Connecting to your customers “Building brand awareness is not simply about throwing money at the moon. It‟s about creating a consistent, emotional connection with your customers. – James Daly, Editor in Chief, Business 2.0 Organizational Branding
  • 8. 2 Ways to choose your brand 1. Be who you want to be • Decide how you want the public to perceive you • Communicate and act in support of it – Works for new companies, mergers, new markets – New brands often rejected by consumers Organizational Branding
  • 9. 2 Ways to choose your brand Or 2. Be who you are • Be who your audience/the public expects you to be • Selectively reinforce what your existing customers feel and say about your product or service • Run focus groups or surveys to find out why people buy initially, and why they return • Collect testimonials to find common words, themes Organizational Branding
  • 10. 3 Steps to develop your brand 1. Who is your target audience? End user, Influencer, Buyer, or Referrer 2. Find their “hot buttons” (Purpose - Why should we CARE?) 3. Tailor message to audience (If you were gone tomorrow, will people miss you?) Organizational Branding
  • 11. 1. Who is your target audience? • Do you know everyone you‟re selling to? Who buys? Who influences? Who refers? Who uses? • Consider all audiences, their expectations • Speak their language • Appeal to their emotions Organizational Branding
  • 12. Examine their job position • Business audiences: What is their responsibility to their company? • Gatekeepers tend to protect decision makers • Buyers tend to look for the best deal • Salespeople seek new prospects, partnerships • Managers tend to control costs • Investors want bottom-line growth • Owners are more holistic, but typically not “joiners” Organizational Branding
  • 13. 4 Considerations For Communicating Your Brand 1. Consider learning styles Different people take in information in different ways – appeal to as many senses as possible – Visual images that touch and relate – Wording that paints a picture – Textures/paper that encourage touch – Sounds (Intel‟s mnemonic) Organizational Branding
  • 14. 4 Considerations For Communicating Your Brand 2. Review the competition – Competition may be direct or indirect – We‟re competing for time and attention – We‟re offering another choice in similar product or service – Or another choice of use of time (if I don‟t do this, I can do that) – What are the alternatives for your target audience? Organizational Branding
  • 15. 4 Considerations For Communicating Your Brand 3. Referrals are Key • Generate talk about your product or service amongst peer groups • Some products/services will only be sold with referral • Testimonials: People trust other people‟s opinions Organizational Branding
  • 16. 4 Considerations For Communicating Your Brand 4. Buying and Justifying • Businesses: People BUY emotionally, JUSTIFY intellectually • Chambers & Associations: People JOIN emotionally and JUSTIFY upon renewal – Who MUST you reach in order to be successful? – Who will have the most impact over the long-term? Organizational Branding
  • 17. Brand vs. Audience • Is your audience willing to respond to your image? • You may want to appear complex, intelligent and powerful • Your audience might prefer simple, folksy... A persona to which they can relate Organizational Branding
  • 18. Who is your audience? • How do they take in information? • Age/generation affiliation • Their likes and dislikes • What/who do they relate to? Organizational Branding & Research
  • 19. The Content of The Brand • Express your purpose through stories • Give the audience a story or else they will invent a story (or not care) • Embed your stories with HUMANITY rather than statistics (Ideas That Stick)
  • 20. Information versus Trust Need A High Level Of Trust: Florist • “Don‟t give me the details and the names of the flowers, just give me something that‟s pretty, smells good and only costs about $70.” Need Trust and Information: Appliance Retailer • “I need to know what features are included, how it works, as well as how reliable the brand is before I make a purchase decision.” Need A High Level Of Detail: Technical Product • “Give me all of the facts, details, charts and graphs. I want to understand how this thing works, what it does and how it‟s different from the other products like it.” Organizational Branding & Research
  • 21. Understand your audience‟s expectations • Makes each communication more effective • You‟ll provide what your audience needs to make a decision • Each point of contact will build on the last message - WACE Tool Kit! Organizational Branding & Research
  • 22. Build it! • Branding is the foundation of any effective, ongoing marketing program. • The success of every business relies on a strong brand identity implemented into all communications. Organizational Branding
  • 23. Core Functions: • Strengthen the Local Economy • Represent Business Interests in Government • Take Political Action • Promote the Community • Provide Networking Opportunities WACE
  • 24. Your Marketing Message The Wrong Pitch • Our Organization is a private non-profit membership organization that works to ensure a healthy local economy. • Our Association is a group of businesses that share common goals. Value Propositions & Messaging
  • 25. Your Marketing Message The Right Pitch • The chamber solves common business problems like not having enough time to lobby the government for less red tape and taxes. • The Chamber connects businesses to consumers and each other, in order to help them grow. • The Chamber helps people who are tired of doing business out of a phone book. Value Propositions & Messaging
  • 26. Creative Marketing Ideas • Radio “Business Beat” • Co-Brand Television Advertising • Partner with Members for Newspaper Ads Advertising & Media
  • 28. Powerful Brands • Walmart • Tom‟s Shoes • Coca-Cola • Burt‟s Bees
  • 32. Seth Godin Best-selling author and top daily business blogger in the world:
  • 37. TOMORROW'S MEMBERSHIP ORGANIZATION • Have a S.E.A.T. • Service & Sell With The Latest Technology • Engage Members Without Asking Them to Show Up • Allow Members to Choose Their Investment • Teach Members How to Talk About Us
  • 38. WHY PEOPLE DON‟T JOIN • Don‟t have time to participate (68%) • Don‟t see the value (49%) • Corporate office policy (45%) • Membership costs too much (18%) • Don‟t do business locally (10%) WACE
  • 39. ENGAGE MEMBERS • … without asking them to show up! • Participation vs. Partnership • Membership does not require participation • Prevent drops due to “no time to participate” • Health club comparison • Chamber Church Confessional
  • 41. BUYING AND JUSTIFYING • Businesses: People BUY emotionally, JUSTIFY intellectually • Chambers: People JOIN emotionally and JUSTIFY upon renewal • Who MUST you reach in order to be successful? • Who will have the most impact over the long- term?
  • 42. ALLOW MEMBERS TO CHOOSE THEIR OWN INVESTMENT Common Dues Structures: • Fair Share (usually based on number of employees) • Special Formulas (usually for certain industry categories) • Tiered Dues Structures • Negotiated Dues • Dues/Non-Dues Package (such as Chairman‟s Clubs)
  • 50. MEMBERSHIP TIERS • Offer something for everyone • Create “upsell” opportunities • Create a sense of privilege, recognition and exclusivity with upper tiers • Create benefits that require little or no hard costs to the chamber
  • 51. UPPER-TIER BENEFIT OBJECTIVES • Self-Segmentation • Pro-active leadership role • Above “Cost-per-member” benchmark • Increased membership stature and personal/professional recognition • Improved personal and professional skills and networking contacts
  • 52. QUANTIFY YOUR BENEFITS • How much does membership cost? • How much is membership worth? • Quantify it and sell it! • Add to the value with media partners and give-aways
  • 53. TEACH MEMBERS HOW TO TALK ABOUT YOU • Generate talk about your product or service amongst peer groups • Some products/services will only be sold with referral • Testimonials: People trust other people‟s opinions
  • 54. THE WANT-TO'S ARE OUR FUTURE The “have-to's” The “ought-to's” The “want-to's”
  • 55. YOUR MARKETING MESSAGE The Wrong Pitch: • The chamber is a private non-profit membership organization that works to ensure a healthy local economy. • The chamber is a group of businesses that share common community goals.
  • 56. YOUR MARKETING MESSAGE The Right Pitch: 1. The chamber solves common business problems like not having enough time to lobby the government for less red tape and taxes. 2. The Chamber connects businesses to consumers and each other, in order to help them grow. 3. The Chamber helps people who are tired of doing business out of a phone book.
  • 57. TESTIMONIALS: GET THEM STARTED! • “As a service business, membership in the Chamber is especially valuable because…” • “The Chamber helps me to…” • “The Chamber saves me time/trouble by…”
  • 58. SEGMENTING TESTIMONIALS • Segment the sources of your testimonials for use in targeting like audiences • Start-up, Emerging, or Mature • Retailer, Restaurant, Manufacturer, Service, Professional, etc. • Match prospects with corresponding testimonials
  • 59. SERVICE AND SELL MEMBERSHIPS WITH THE LATEST TECHNOLOGY • What is GoDaddy and why are they number 1? • Gain the service advantage enjoyed by other industries
  • 60. ARE THESE YOUR SALES CHALLENGES? • Information Overload • Sales Department Turn-Over • Printed Materials Out-of-Date • “Foul Language” of Volunteers
  • 61. THE SOLUTION • Never Complains • Never Asks for a Raise • Works 24-7-52 • Captures Your Web Traffic • Standardizes Your Sales Language • Has sold up to $25,000 in new member dues per year
  • 64. Converting to Tiered Memberships Existing assets, when assembled into packages, will reinforce the value members appreciate and help them grow
  • 65. Tiered Dues Will... Emphasize the value of membership in a format all members can understand Eliminate the inequality of (un)“fair-share” dues structure Create clear levels of investment and value Tie member investments to supporting our mission Allow members to customize their membership by selecting their level of involvement and investment Make it is easy to explain what members receive for their investment
  • 66. Reasons to Change Improve market share Increase source of revenue Accommodate projected growth of membership Boost number of “healthy” members Differentiate from other membership organizations Improve retention rate Strengthen member participation
  • 67. What You Have Now Dues based on request The same benefits for all members regardless of their dues A la carte products and services require multiple “asks”
  • 68. Tiers Will Allow Members to: Choose services based on their own needs Understand what they are supporting Expect their tangible benefits to grow with their investment in the Chamber Be recognized for their membership investment in the same way sponsors have been
  • 69. Case Study: Salem, Oregon New Memberships Sold in First Year of Tiers Memberships 187 Revenue $ 63,821 Upgrades 20 11% Upgrade Revenue $ 11,700 18%
  • 70. Case Study: Salem, Oregon Total Tier Allocations 2008 156 President‟s Diamond Circle 17 Executive 22 Premium 27 Entrepreneur 90
  • 71. Case Study: Salem, Oregon 2006 2007 2008 2009 Members 1235 1279 1325 +7% Book Value $ 439,942 $ 506,325 $ 585,325 +33% Upgraded Members 40 187 14% Book Value of Upgrades $ 53,000 $ 231,000 39%