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The Customer Happy and Customer Success teams frequently get asked how to reach out to prospective members. However, we are rarely asked by customers asking about how best to greet newly-acquired members. It sets the tone in attracting and welcoming new members into your company as well as creating a positive first impression. There are four main points we've identified that will make your new members feel comfortable and at immediately at home.

1. Welcome email, redirection webpage as well as a hyperlink

The majority of negative experiences at the time of signing up I've observed for clients stem from the absence of instructions or information about what the user needs to do right after signing up.

Customers are always advised to believe that members who are new do not know how to take care of the membership they've bought. How we handle this is two different ways by:

Create a memorable redirect page that can provide clearly defined next steps, or even instruct members who are new to the club to check their email inbox to find a welcome email to answer any query a new member may have. (This may seem like a trivial task, however lots of customers fail to spend the time required to finish this.)

Informing members about the latest material that's made accessible and reminders on how they can gain access to that content.

In my experience, the majority of instances where members opt to stop auto-renewing at the time of sign-up is due to insufficient onboarding and absence of guidance.

2. The preview of future content, and the potential for gains

Another method that's effective is to provide glimpses of the content members can access and other benefits before they're made available. This gives members something they're looking forward to and want to 'wait to'.

This is accomplished by sending emails that target the newest customers who signed up within the last couple of months (that the customer can specify).

3. Social engagement

I've been telling one of my clients to shout out the new followers they have on social media. The results have been positive The new followers are acknowledged and new members view the social proof as being positive. This is a win-win-win for everyone.

One way to achieve this is by asking new members to respond to the welcome message by providing your Instagram address or Facebook address for an acknowledgment. We have some customers using an application for social proof called FOMO which integrates with Stripe and generates pop-ups for their web pages.

4. Assist new members in building equity

The question of asking new members what type(s) of content they'd like to see makes them feel that they have an ownership stake in the organization. If members ask this information and make the effort to reply to their members by giving input, they help create trust instantly. It can be done through email, inviting members to reply to an email welcoming them to join.

Conclusion

However, whatever a customer can do to make an instant connection to members consistently proves to be an effective factor to retain customers and creates an opportunity to increase revenues in the future. It increases the chances for the client to accept the idea of an offer to reap more benefits later.

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