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The Customer team responsible for Customer Happiness and Customer Service frequently get asked questions about the best way to reach out to potential members, but seldom do we hear from members asking for the most effective way to welcome newly acquired members. It sets the tone for attracting new members into your company as well as creating a fantastic first impression. These are the top four factors we've identified to ensure that your new members are comfortable and feel at ease immediately.

1. Welcome email with a redirect link

The majority of bad experiences that I've had for customers stems from the lack of instruction or information about what the customer needs to do following signing up.

The first thing I tell my clients is to assume that people who are brand new don't understand how to use the software they've purchased. Our approach to the issue in two different approaches:

Creating a memorable redirect page that either provides clearly defined next steps, or asks members who are new to the site to look through the mailer to receive an email encouraging members to join the club that is designed to address any questions a prospective member might ask. (This may seem like a trivial issue, but the majority of customers do not spend hours creating such a page.)

Informing members that new content is available along with reminding them of how they can access the content.

My experience has shown that the majority of the instances when members stop auto-renewing right after joining , is caused by inadequate onboarding or the absence of guidance.

2. A preview of content to come as well as the benefits

Another method that is effective is to distribute glimpses of member's content and other benefits before they're available. The members have something they're excited about and to 'wait for'.

It's possible to accomplish this via sending emails that are targeted at the most recent members who have registered within the past few months (that the user can select).

3. Social engagement

I've advised some of my clients to provide praise to new members on social media. The result is that the new members receive recognition and the future members see this as social proof. It's a win-win.

An easy way to do this is to request visitors to answer the greeting email using your Instagram handle  or Facebook username to be eligible for acknowledgment. A few of our clients use the social proof app FOMO which integrates with Stripe and allows pop-ups to be displayed on their sites.

4. Assist new members in building equity

Asking new members what type(s) of content they would like to view will immediately let members feel like they have something to offer to the group. If the membership manager asks members for feedback from the members, and take the time to reply with to that input, it could increase confidence in members immediately. All of this could be done via email, inviting members to respond via a welcome email.

Conclusion

But the actions that a customer are able to accomplish to establish a intimate relationship with their clients is always an important aspect in keeping them loyal and offers the opportunity for growth in profits in the future. This increases the likelihood that the member will be willing to accept an upsell, to offer an even greater value later on.

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