Customer service is at the heart of the member experience.
No matter how great your membership site is, you’re going to have members contacting you for additional support at some point.
Providing your members with good customer service is an easy way to elevate their experience of your site, and similarly a bad customer service experience will quickly turn their opinion of your membership sour…Read More
As a membership site owner it’s easy to tie yourself in knots trying to come up with the best ways to get your members to engage with your site, your content, and your community.
From fancy progress tracking to complex loyalty schemes; laborious member outreach programs through to advanced gamification systems.
However it can be easy to forget that often some of the less glamorous methods of engagement are the most effective.
In this article, we look at one of our favourite tactics for member communication, engagement and retention – the humble “member roundup email”.Read More
So many membership owners live in fear of their members cancelling.
It kind of makes sense, because the goal of a membership site is to retain its members for as long as possible and so when someone leaves – whatever the reason – it’s hard not to see that as a negative.
However when a member cancels, it doesn’t have to be the end of the road…Read More
Member retention is critical to the long-term success of your membership website.
It costs 7-10 times more on average to win a new member than it does to hold on to an existing one; and if you’re losing more members than you bring in then your business won’t last long!
In this article, we’re giving you 21 quick tips for improvements you can make to your membership strategy in order to improve your member retention.Read More
When you either have a large amount of content inside your membership, or you’re continuously adding new content on a regular basis – there’s a real risk of overwhelming members.
And when members are overwhelmed, they’re less likely to stick around.
This is where having a smart approach to your membership content strategy is crucial…Read More
Churn is perhaps THE key measure of membership site performance.
It’s a KPI that every membership site owner should be tracking, but the majority of membership site plugins and programs don’t actually track this for you.
If you don’t know that you don’t know, how are you ever going to fix it?
By the end of this post, you’ll understand what churn in, have an easy way to measure your churn rate, and know six key ways to improve your member retention.Read More
As membership site owner, the ability to protect your premium content is at the heart of how your business functions.
And when that protection is threatened you, naturally, start to panic.
So it stands to reason that you’d want to take action to prevent “hit and run” members who sign up, download everything you have to offer, and then cancel straight away.
However before you batten down the hatches, make sure you listen to our advice on how best to handle this sort of situation…Read More
Payment disputes are a reality of running any business, including membership sites.
Luckily, they don’t happen too often – but when they do, they take valuable time away from your business and revenue generating activities.
So, knowing what to do and how to minimize the risk is important.Read More
In our early days of working with memberships, we stumbled across an article that claimed that the average member only stays subscribed for a mere 3 months.
You’ve probably heard this yourself. It’s a claim that’s been repeated and republished so much, that it became readily and widely accepted.
But it’s nonsense.
There’s not a single shred of data or evidence for that ‘3 month’ claim. No source data, report or study cited, anywhere.
The fact that this claim persisted for so long is part of a larger problem. There is no reliable data available about the online membership industry.
Truth is, this market is relatively tiny. It’s a niche, of a niche, of a niche.
What data we do have comes from either the broader subscription industry, or from membership associations.
Neither of which reflect the online membership world.
We figured it was time to change that.
It’s time for some real data and benchmarks for the online membership industry.Read More
Like it or not, membership cancellations are going to happen.
Hopefully if you run your site well those cancellations will come at the end of a long tenure, but regardless they will happen.
How you deal with these cancellations has numerous implications for the continued success of your membership site or online course; so it’s important to know how to handle them and also what to avoid.Read More