Offer a Troubleshooting Guide
The idea here is to give people some way to diagnose the problem if and when they get stuck. For example, you can offer marketers a checklist of problems to look for that may cause a high cart-abandonment rate.
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Give Top Members Responsibility
If you have a private group or forum, then give some of your most active members some responsibility, such as making them group moderators. Not only does this make the members feel special, but it also helps them take ownership of the site. As an added bonus, these extra moderators will help you keep your group active and engaged.
Schedule Live Events With a Global Audience in Mind
Whether you’re doing webinars or even live text-based coaching, be sure to schedule them with your global audience in mind. Your best bet is to schedule them on a variety of days as well as at various times of the day to accommodate different time zones and work schedules.
Do Exit Surveys
The only way to know for sure why people cancel their membership is to ask them. To that end, do exit surveys to find out how you can improve your site. You might also offer them something valuable for free (such as a free month in the site) if they answer your survey. (Though keep in mind that doing so could bias their answers.)
Win Back Customers Who Cancel
When members cancel, you have an opportunity to win them back. Here are a few ideas:
- Give them the option to downgrade to a lower membership tier.
- Offer a discount for the next few months if they remain members.
- Provide a valuable bonus if they choose to join again.
Next…
Be Sure Your Site is User Friendly
You want to be sure that your members have good experience every time they log in. To that end, do these two things:
- Train your customer service staff carefully so that you know members are receiving good care. You’ll also want to monitor exchanges to be sure the care meets your exacting standards.
- Check that your site is performing well. From to time, check that all links, forms, and scripts work. You’ll also want to optimize page speed to create a better experience.
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Encourage Participation Through Accountability
If you have a platform for your members, whether it’s a forum, group, or even just a blog with commenting, then create an accountability thread. This is where members check in, share their goals, and report their progress. This is a great tool for getting members to take action and start getting good results.
Encourage Success Stories
The idea here is to encourage members to share their success stories with you. Ideally, they can share their successes on a member platform, such as in a private group if you’ve set one up. Otherwise, they can send them to you via email, and you can then share them with other members in your regular newsletter. It’s a simple thing, but it makes members feel special, it inspires them, and it keeps them active in your site.
Recognize Successful Members
The idea here is to create a “Hall of Fame” on your site, where you showcase successful members. Not only is this inspirational for other members, but it makes the showcased members feel special. As an added bonus, if you make this page public, then it helps convert prospects to paying members.
Publish a Content Calendar
If you have an ongoing monthly membership site, then publish a content calendar for members so that they know what’s coming. Don’t just list topics, though. Build anticipation by sharing the benefits of what they’ll be learning about.
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Offer the “Pause” Option
Sometimes marketers try to scare people into not cancelling their membership, but saying they’ll need to start all over if they cancel. However, you need to recognize them sometimes life happens, and people can’t focus on their training for a month or two or more. That’s why you’ll want to give people the option to “pause” their membership… and when they rejoin, they can pick up exactly where they left off.
Conclusion
You just discovered 101 tips, tricks and best practices to build and grow your membership site. The key here is to start putting these tips to work for you right away – because the sooner you do, the sooner you’ll start seeing great results!
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