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The Customer Team to provide Customer Happiness and Customer Service frequently receive inquiries on how to encourage new members. But, we rarely receive inquiries from members seeking how to best integrate newly purchased members. This is the most important step to engage and introduce new members into your organization and creates an impression that is positive. Here are four key points we've identified to ensure that your new members are comfortable and at immediately in their own home.
1. Welcome email, redirection page and a link
Many of the bad experiences I've seen for clients stems from the absence of any specific instructions or guidance on what the user should do immediately upon initial sign-up.
My customers always are advised to assume that people that aren't familiar with how to use the program they've bought. The way we deal with this is with a variety of methods:
The design of a memorable redirection page, which either outlines particular next steps or informs those who are brand new to the site to check their email inboxes for an invitation inviting them to join our club that is designed to address any questions potential members might need to ask. (This may seem like a straightforward job, but many members don't invest the time needed to accomplish this.)
Informing members of any new material that has been released, and reminding them on how to get access to this content.
According to my personal experience, the majority of occasions where users disable auto-renewing immediately upon sign-up result from poor onboarding and inexperience.
2. The preview of future content, and the potential for gain
A different method that works is sending out previews of member features and other benefits ahead of when they're available. It gives members something to be looking forward to and keep an in mind.
This is accomplished by email campaigns that focus on new users that joined within a recent timeframe (that the user can determine).
3. Social engagement
I've recommended an of my customers to share the names of the new followers they have on social media. The results have been positive as new members are recognized and future members perceive the social evidence. The result is win-win.
Another way of achieving this is to ask the new members to reply to the welcome message by providing your Instagram handle , or even Facebook address to get an acknowledgement. Some of our clients employ a social proof tool called FOMO, which is integrated with Stripe and generates pop-ups for their websites.
4. Aid new members to build equity
A question that asks new members what type(s) of information they'd like to look at can instantly let them know if they have something to bring to the group. If the membership manager asks members to give input and give time to answer this input, it will help establish trust instantly. The same can be achieved via email by soliciting members to respond via a welcome email.
Conclusion
What a consumer does to establish a direct connection to their members is a crucial element in retention. It also opens an avenue to increase profits in the future. Also, it makes it more likely that customers will accept the concept of an upsell, to offer even more value, down the road.
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