Cloud 9 Ranch

Membership Decembe
Satisfaction r 2, 2016

Frankie Tilley
Background
Company: Cloud 9 Ranch (C9R)
Purchased in 1951 by Mr. J. Van Cloud as a timber supply for his
furniture factories.
Quickly began being used for recreational purposes.
Van Cloud passes and the Ranch is purchased in 1972 by Gene Wood,
Clem Voss, Harlow King, and Jack Tillotson to become a camping
paradise.
Original business plan consisted of selling 6,000 undivided interest
shares.
Became entirely member owned in the late 1980s or early 90s.
Currently has seven Board of Directors (BOD), a Ranch Manager,
Operations Manager, and several employees.
Has evolved into over 6,400 acres of an outdoor lovers utopia.
Purpose of the Project
To establish if C9Rs communication methods are accurate,
timely, as well as engaging to the membership and if this
has any impact on members satisfaction and commitment
to the Ranch.
If a disconnect is determined, propose potential solutions in
order to reconnect, engage, and build rapport with all of
Cloud 9 Ranchs stakeholders.
Problem(s) Identified
Members do not feel as if they are kept informed about
Ranch activities and information or the information they
receive is inaccurate or untimely.
Trust in the BOD and Management is affected.
Extensive turmoil vocalized in social media outlets.
Significant membership deed transfers and deed backs.
Research
Methods
Membership
Survey
388 entries
at the time of
the report
Research Methods
Membership Deeds
New Deeds Transfer Deeds Deed Backs
2014 205 2014 172 2014 119
2015 308 2015 115 2015 97
2016 2016 2016
YTD 333 YTD 141 YTD 269
 Analysis & Findings
Management: Concerned with Membership Needs/Concerns
BOD: Concerned with Membership Needs/Concerns

23%
51
92
77%

Did not Agree/Neutral BOD is Engaged

Agree Management is Engaged
Analysis & Findings
Engagement with Members
100
80
60
40 92
20 51
0
BOD is Engaged Management is Engaged
Recommended Action Plan
Internal Branding Engagement Strategic Communication
Identify goals, values, Create opportunities Implement extensive
and purpose of C9R. to garner support, internal marketing
build rapport, and (feature stories,
Becomes driving force photographs, event
garner trust with the
behind every activity recaps).
leadership teams.
on the Ranch. Provide consistent and
Encourage feedback.
Helps employees, timely communication.
management, the Official member only
BOD, and members website.
have buy-in and clear
Appoint a spokesman to
direction. work in conjuction with
marketing and the
leadership teams.
Phase Step Description Timeline Resources Cost
1 Conduct Survey and interview 1-3 Internal staff $1,500
additional
research
members not active on
social media,
months and volunteers
Pro
po
employees, and
leadership
representatives.
1 Develop focus
group
Identify goals, values,
and purpose of C9R.
3-6
months
Staff,
leadership
representatives
Minimal-
Food and
supplies
se
2 Begin Begin internal branding 6-18
, and member
representatives
Staff and Covered in
d
concentrated
internal
by concisely conveying
goals, values, and
leadership existing
staff
Ti
2
branding
Implement
member and
purpose
Offer volunteer
opportunities, new
6-18 Staff,
salaries
Covered in
leadership, and existing
me
employee
engagement
member welcome
sessions, regular town
hall meetings, and other
members salaries
lin
avenues for feedback
and building of e
comradery
3 Revamp internal Provide updates, 6-18 Internal Covered in
marketing features and recaps of marketing staff existing
events and projects as salaries and
well as develop member budget
In order to remain sustainable, C9R must revamp its
current communication methods and strategies in
order to effectively retain current members,
employees, and leaders as well as improve overall
satisfaction.

The satisfaction of the membership gravely determines

the organizations success and is evident in the year to
date membership deed figures.
Conclusion
Pride in Ownership, Camaraderie, & Teamwork: Let us not forget what started C9R 44
years ago.