Member Engagement

Positive member engagement will inspire the loyalty needed to thrive and grow*. But member engagement isn’t just about ensuring your member offerings are engaging. It’s also about creating a personal and emotional connection. Having meaningful one-to-one conversations with members over the telephone will help create this connection and ultimatley build trust.

Touchpoint calls are especially effective for first-year retention as well as during key milestones that have been identified as vulnerable points in the member journey. Implementing one welcome call to members’ the month after joining as well as tailored touchpoint calls at these key times and at the point of renewal will leave members feeling valued and motivated to stay. We can help:

• Listen to members and ask tailored questions – to connect personally and interact, as well as taking the opportunity to reinforce member benefits and answer their questions.
•  Offer members’ practical help and support – which can include signposting or in-call transfer to specialist sources of help to provide a value-driven experience.
• Use member feedback – to continuously improve member onboarding, the Member Value Proposition and understand when members’ opinions change.

How well do you understand your members? You may need to take a fresh look at your members’ satisfaction with your offerings. Combining telephone, email and web contact can help you measure member engagement and satisfaction more effectively. The telephone offering the most personal way to connect and build a deeper relationship.

Member satisfaction surveying allows you to focus on the member’s experience and can include: topics of most and least interest, benefits of membership; satisfaction with different experiences, barriers to participation and improvement ideas. We can help:

• Get actionable insight about members and lapsed members – to improve targeting, response and engagement and uncover previously unknown member needs or preferences.
• Measure member engagement, participation and value – including how many ways and how often members engage, likelihood to renew, loyalty, disengagement and weighting member activities and behaviours to prioritise improvements.
• Establish member satisfaction about your offerings and their experiences – to take proactive steps to improve member engagement and retention. Surveys combining online and telephone channels help get the best combination of personal interaction and highest survey completion.

Events are an important engagement tool and having enough participating members is essential to their success. You may need support to boost event bookings or help delivering an awareness-raising campaign to increase pre-registrations. Or perhaps you want to learn more about your delegates.

Qualifications may also be an important part of your association’s mission and revenue stream. Having an outsourced partner to help increase professional qualification enrolments or personally engage with members to help them progress, can be invaluable. If you need to test what members think about a new qualification or certification, a good way to read the room is to have a two-way conversation with members, before jumping into implementation. We can help:

• Accelerate bookings for events and conferences – to maximise attendance.
• Increase professional qualification enrolments – and progression to help reach targets.
• Test a new service or certification – to get buy-in from members and potential members.