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Our Customer Happy and Our Customer Success Teams, we are often asked what they can do to promote their services to prospective members. We rarely receive customers asking about how to best welcome new members. This is the most important element in inviting and welcome newcomers to your company in addition to creating a memorable first impression. There are four key elements we've identified to help the new members feel welcomed and at initially.

1. Welcome email, redirection webpage and a link

Most of the negative experiences that I've seen from my customers result from a insufficient instruction or lack of communication around what the member should do prior to the first sign-up.

My clients are advised to suppose that the new participants don't know how to manage the program they've bought. The issue is dealt with by a variety of methods.

Creating a memorable redirect page. It could outline particular next steps, or directs members that are new to the website to check the email for a welcome mailer that can answer every query a new member may be able to ask. (This sounds trivial, but the majority of customers don't take the necessary time to do this.)

Informing members of any new information that's available, with reminders about how they can get access to the content.

In my observation, the majority cases where individuals stop auto-renewing immediately upon joining are result of inadequate onboarding, or a lack of direction.

2. Future content previews and the benefits

Another method that is effective is sending out previews of content members have and other benefits prior to when they're made available. The members have something to be looking forward to and wait for.

This is accomplished by messages that are targeted at the most recent members who signed up in a recent timeframe (that members can select).

3. Social engagement

I've told my clients to promote the new members of their group on social media. The result has been positive the new members receive recognition and potential members see this as 'social proof'. It's a win-win to everyone.

One way to accomplish this is by asking the new members to reply to the Welcome email with your Instagram handles or their Facebook account to be given the opportunity to be featured. A few of our customers use an application for social proof called FOMO which integrates with Stripe and creates pop-ups on their sites.

4. Assist new members in building equity

A question asking new members about the type(s) of content they would like to view will instantly make them feel like they're interested in the other members. If members are asked to provide suggestions from fellow members, and then make an effort to respond to their input this helps build immediate confidence. This can be achieved via email inviting members to reply to the welcome message.

Conclusion

What that a customer is able to achieve to build a relationship with their members proves to be an important aspect in retention, and offers the opportunity for growth in potential revenue. It also increases the likely that the customer will be receptive to the idea of an offer to buy and will be willing to give them more benefit later.

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