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The Customer Team for Customer Happiness and Customer Service frequently get asked questions about the best way to approach new members. Yet, it is rare to receive inquiries from customers asking on the best methods to welcome new members. This is one of the most important steps in attracting and welcoming new members to your organization and creates a positive first impression. There are four main points we've discovered that can make your new members feel secure and welcome in the first place.

1. The welcome email includes an redirect to the link

The majority of poor onboarding experiences I've seen with customers is due to lack of instruction or communication about what the user must perform first after sign-up.

I tell my clients to suppose that the new members don't know what to do with the new membership that they've bought. We address this issue in two different ways by:

Create a memorable redirection page, which could either give specific next steps or direct a new member to look at their emails for a Welcome email that aims to answer any potential query that a brand new member might have. (This sounds trivial, but most customers do not spend the time to complete the task.)

Notifying members when new content is released, and reminding them of how to access that content.

My personal experience has revealed that the majority of situations that people do not auto-renew right away after signing-up can be attributed to inadequate training and lack of experience.

2. The previews for future content as well as the benefits

A second strategy that is effective is to provide previews of member content and benefits prior to when they're made available. This gives members something to be excited about and 'hang around for'.

It is possible to achieve this by sending email campaigns that focus on the latest customers who signed up within a recent date (that the customer can specify).

3. Social engagement

I've suggested to a few of my clients to create the rounds for new members via social media. They have seen positive results because new members get noticed and new members see the social proof of beneficial. The result is win-win.

An easy way to do this is by asking users to respond to the welcome message using their Instagram handles or their Facebook usernames to be eligible to receive an acknowledgement. We have a few customers who make use of a social proof tool called FOMO which integrates with Stripe and shows pop-ups on their website pages.

4. The new members are able to be supported in establishing equity

When new members are asked what type(s) of content they'd like to view quickly will make them feel like they have an interest in members. When members receive input from members and give the time needed to respond this helps build immediate confidence. This can also be handled over email by asking members to answer an email welcoming them to the club.

Conclusion

All that being said the ways that members create a personal relationship to their customers is an essential element in retention. This also gives them a chance to increase future revenues. It makes it more likely that a member will be open to the notion of a price increase, to offer even more value, down the road.

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