Member Experience is how a Brother Knight views his place or role in a council – either positively or negatively. He encounters his membership from the following, just to name a few sources:

• First impressions
• Emails and newsletters
• Interactions with a field agent
• Participation at meetings and events
• Serving as an officer or director
• Paying dues

Member Engagement is what the council does to add to or enhance a Brother Knight’s experience. Remember, the goal is to provide members with a positive experience which will help you build a sustainable relationship with them.

As a leader, you want the council to succeed and grow, but before setting a vision, you must first assess the current situation. Supreme Form 10970 (Council Engagement Assessment) identifies opportunities for improvement. If you answer No to any question on the form, you are missing the boat … make it happen!

Councils embracing a culture of engagement enjoy committed Knights who promote the Order, recruit new members, grow in faith, and strengthen family values.

In councils lacking a culture of engagement, Brother Knights:

• Do not see the value in their membership.
• Do not take ownership of their councils.
• Do not step up.
• Do not ask others to join.
• Likely turn to other organizations offering what they are looking for.

Cycle of Engagement

Following are the phases of the cycle of engagement:

Onboarding: Onboarding is how you welcome and integrate men and their families into your council. Present them with some Knights of Columbus branded merchandise, so they feel part of the team, and assign them a sponsor.

Communication: Communication is spreading the news about everything, from council meetings and events to promoting the Knights and who your council is to the parish and community beyond.

Interaction: Interaction is how you associate not just with a member but also with his family. It’s important that your programs are family friendly. The chaplain, district deputy, state staff, and field agent are key elements of your team.

Formation: Formation is helping the men who join your council to better themselves and facilitate their growth as Catholic men, husbands, and fathers through charitable service and spiritual fulfillment like Cor. Create a path for members to become officers or program directors.

Recommitment: Recommitment is giving Brother Knights a reason to stay. Remind them often of what the council does and the impact it has. Solicit feedback regularly from your members and their spouses using the Member Interest Survey about what’s working well and what could be improved.

Retention involves actions that get members to recommit. If you are at the point of transferring a member to affiliate status, you lost him somewhere in the cycle of engagement and thus, failed to provide a positive experience for him.

Retention is not asking a Brother where his dues are; it should be asking him where we failed in meeting his expectations.