So you were excited about starting your paid membership site.
You now have a following -people who love what you offer and are willing to pay you regularly for it.
That is a huge responsibility that you should never take for granted.
But what does this really mean?
In plain terms, it means you must do everything within your power to reciprocate this trust.
This should show in several aspects of the way you manage the site and handle your customers.
This is what this post is about.
There is no doubt running a paid membership site is challenging.
It takes a lot of time and effort goes into attracting and signing up new customers.
One thing that is often overlooked is how to retain members that have already signed up. There are a few things that you can do to help keep your members coming back to your site. With a little bit of effort, you can keep your site members happy, content, and paying and at the same time reduce attrition.
Here are a few of these simple things that can quickly help reduce attrition on your site:
Make the Best Content and Site
While this might be obvious, it is always good to be reminded. Creating the best content you can is the best way to keep your members happy and continuous customers. It is essential that you focus on the quality of the content you provide on your paid membership site and not the quantity. If you offer enough value, your customers won’t want to leave.
But what do we really mean by quality content?
For me, this may mean having different forms of materials that are engaging -written, visuals and any kind of interactive content. Videos are always now seen as premium content and should be used to engage your membership when you can
As an example of an interactive content would be quizzes and other types of similar content.
Any investment in quality content will always pay itself over in terms of customer retention.
Use special content or discounts to reward your loyal members. Reward your oldest members, reward them on their birthdays, and membership anniversaries. You don’t have to provide big rewards but getting something for nothing or just being recognized makes people feel special and helps to build loyalty.
And that is not all.
Acknowledging their contribution could also be a very easy way to reward them. Pepple love to feel they are appreciated. Such question will definitely go a long way to showing you appreciate their contribution to the general group.
Research the Competition
You need to find a unique way to differentiate yourself from your competition. Making your membership site unique can set you apart when all things may look equal to a potential customer. Identify the competition’s weaknesses and make them your strengths. Pointing this out to potential members will make marketing your site easier. The result would be members who stick you like glue!
Never underestimate what standing out in the crowd can do to your membership site.
Provide World Class Customer Service
Always strive to be kind and go out of your way to be nice. Your members will become grumpy anytime they have to contact support. Most of the contact coming in for help will be about something negative. While you can’t please everyone all the time, you still need to try. Even if it becomes clear that you are going to lose the customer, always go out of your way to be helpful. Good word of mouth is invaluable.
Never treat a customer like he or she doesn’t matter.
Give your best service no matter the circumstance. This is one of the ways you can keep existing customers and attract new ones.
Like they say it is always much more expensive to attract new customers than to keep existing ones.
Always keep that in mind when dealing with members.
Survey Your Members
Instead of just gathering data about how you’re doing from your support experience, provide your loyal members the change to give you feedback. The percentage of returned surveys may be small, but it can be precious for gleaning information on how you are doing.
Maintaining your membership base is critical to the success of your membership site. If you aren’t able to retain the members that you gain, then your passive income will dwindle.
What is your experience with paid membership sites? Do you have any loyalty program?
Share your experience using the comments box below.