October 25th, 2013 | Posted in Membership Management
A few weeks ago I wrote about perceived member value – the idea that it’s not valuable unless your members perceive it as valuable. But how exactly do you get there?
1. Listen. You can’t introduce value without knowing what someone finds valuable. You can ask directly, you can listen to member conversations online, you can analyze the data behind your members’ activity or do a combination of all of these practices. The point is, it has to be about them. Read the rest of this entry »
October 17th, 2013 | Posted in Member Engagement + Retention
Member onboarding — what’s your organization’s program look like? What happens when a new member joins? Do they receive an outdated form letter with a brochure? Or worse yet, perhaps they aren’t notified at all besides a receipt from their initial dues payment.
Your member onboarding program sets the tone for the member’s (future) relationship with your organization. Having an engaging member onboarding process will help ensure your new member’s success and it doesn’t have to be difficult. Follow these basics tips to be on your way to solidifying a meaningful relationship between you and your members:
Once a member joins the organization they should be contacted by a senior or experienced member. Some of the best ways are the most personal. Phone calls with brief explanations of benefits as well as recognition at in-person events and meetings start the relationship off right. If your organization doesn’t have the ability for one-on-one contact like this, work hard to find a creative solution and avoid the ‘form letter.’ Don’t get me wrong, they work great for getting information to the hands of new members but they shouldn’t be your organization’s first introduction. Read the rest of this entry »
October 10th, 2013 | Posted in Member Engagement + Retention
Knowing what your members want is critical to success
As Shakespeare wrote, parting is such sweet sorrow. Or is it? Admit it. There are probably some members you would be glad to see walk out the door and take their problems with them. Assuming we are not referring to these people, how do you keep retention numbers high and disenfranchised members low? We have some tips for you below:
1. Work around their schedule. Members can’t make it to every event. Sometimes they can’t even get around to picking up the phone during office hours. For these reasons, allowing for online dues renewal is essential to improving renewal rates. The other side of online renewal is automatic credit card renewals. If you’re not offering this now, you might want to consider it. There’s a reason so many companies auto-renew memberships and services. Read the rest of this entry »
October 2nd, 2013 | Posted in Member Engagement + Retention
Improving communication with your members can improve member relations, help with loyalty, increase word-of-mouth referrals, bolster renewals, and even improve your standing as a first, and only stop, shop for information. It’s obvious why you’d want to improve your communications with members but how do you go about doing it?
For those readers who want to have their communication problems instantaneously solved, it is easy to say the best way to improve communication is to (forgive us Nike) just do it. But there’s more to effectively improving communication than just communicating with greater frequency. Yes, that’s a start but if you only increase frequency, you run the risk of members tuning you out. There’s a lot of noise in your members’ lives. You don’t want to be perceived as yet another source of it.