How to Create an Extraordinary Member Experience

Looking for a way to boost engagement on your membership website? Create an extraordinary member experience!

Besides creating high-quality content, it’s also important to focus on your site’s customer experience. This can help improve customer retention for your brand. Improving the member experience not only helps you boost engagement on your website but also helps your business grow in the long run.

In this post, we’ll explain what you need to do to create an extraordinary member experience on your membership site.

Step #1: Keep users engaged

If users sign up on your membership site, they expect high-quality content and a place to engage with other members. Creating an engaging member experience is a great way of letting your members know that your brand truly cares about them and the time they spend on your membership site. This helps instill trust in your members and is an effective way to enhance the member experience on your site.

Let’s dive deeper into some ways you can keep users engaged with your membership site:

• Live Q&A sessions. Since members are interested in the topic your membership covers, it’s a great opportunity for you to connect with your audience on a deeper level and keep them fully engaged with your brand. A great way to do this is by hosting live Q&A sessions and letting members openly ask you questions. This builds a stronger connection between you and your members while ensuring members are fully engaged.
• Another great way to keep members interested in your membership program is by setting up quizzes. For instance, after members complete a specific course, you can require them to take a quiz that tests them for what they’ve learned.
• Similar to quizzes, challenges also work great for adding another element to your membership site as a way to keep users engaged. For example, you can create a challenge list for which all members can compete. You can reward “points” to members who complete challenges and showcase the member with the highest points on your site. As a result, you create a sense of exclusivity and keep your members engaged with your site.
• Bonus content. You also need to think about other ways to keep members engaged after they’re finished consuming all the premium content your site offers. This is why it’s a great idea to offer bonus content to members who’re looking for more premium content. This is a great way to keep members engaged and encourages more users to register on your brand’s site.

Step #2: Re-assure members

Since the whole experience on your website is new for users who just subscribed, it’s important to keep your members assured that they have made the right decision. You don’t want new members to visit your website only to be intimidated by excess information that’s hard for them to digest at once. A better idea is to create a new “Welcome” page on your site.

For instance, you can welcome users and greet them with warm, welcoming messages such as “Welcome, valued member!”. The welcome page can also contain useful links to pages such as the “My Account” page or the “Contact Us” page. This makes it easier for new members to navigate your site when they first register and ensures they feel more comfortable when they register on your site.

Additionally, this eliminates the need for new members to constantly reach out to support channels so they can get around your site or know where to start. Even if they reach out to you, you want to ensure their problems are taken care of immediately, as new members may be hesitant or foreign to your brand’s processes.

Step #3: Ensure top-notch value for members

One of the major factors of creating an extraordinary member experience is ensuring that your members are getting top-notch value when they register on your site. This is mainly because you keep your members happy and satisfied if you provide them with the same value you promised at the time of purchase.

While offering top-notch value is essential for ensuring a good member experience, you can take it a step further and offer more value than promised. This makes members feel special and exclusive and works great for informing them that they’ll get more value than what they paid for and will be getting the same value (or more) in the future. As a result, you keep members satisfied and encourage them to a re-subscribe month after month, making it more profitable for your business in the long run.

Step #4: Always promote the end goal

Ideally, you want to make sure your members know what they will achieve from your membership program. This is a great opportunity to highlight the benefits members will gain once they subscribe to your membership site and encourage more re-subscriptions. However, if you promote undesirable or unachievable goals, it can demotivate members from resubscribing again.

An effective way to promote the end goal of your membership site is by creating a roadmap of what members should expect during their time with your membership program. This helps set realistic expectations for members and helps enhance the member experience.

Step #5: Make members feel exclusive

While members already will have a sense of exclusivity when they subscribe to your membership program, making them feel exclusive, and a part of your brand is still important. This is because if your members feel more “seen” or valued, there’s a higher chance they’ll stick around longer.

Let’s talk about some ways you can make your members feel more exclusive:

• Create community-moderators. A great way to make members feel a part of your team is by promoting the most active or oldest members to community moderators or admins. This gives them a sense of exclusivity and helps keep your community discussion boards managed with ease.
• Showcase testimonials/case studies. Another great way to promote exclusivity on your site is by showcasing customer testimonials or case studies of how members benefited from your content or service. This makes members feel more exclusive as their statement or message is now a part of your membership site.
• Send private messages to long-term members. Sending private messages to long-term members is a great way to connect with them on a private level. It also helps them feel special and exclusive, which is great for improving member retention for your business.

Step #6: Cater to customer interactions better

If you’re running a membership site or letting users subscribe to you for accessing premium content, it’s important to take proper care of the people who pay you. Catering to customer interactions ensures all members are fully satisfied and encourages them to re-subscribe next month.

A great way to do this is by creating important pages, such as the “Thank You” page on your website. You can redirect new members when they first purchase your subscription plan to this page as a way to let them know your brand values and appreciates them. As a result, it helps enhance the member experience and creates a sense of exclusivity for members.

In addition to this, you also want to create an easy-to-use contact us page that lets members quickly get in touch with you. This is important for catering to customer problems or simply listening to what they have to say.

Step #7: Streamline your workflows and processes

You always want to make sure the experience on your website is frictionless, even for non-tech savvy users. This is crucial if you want all types of users to subscribe to you easily and browse your site without facing any issues.

Ideally, your sign-up process should be seamless, so it’s easier for new users to register themselves as members. This also plays an important role in putting out a good first impression for your brand and can help improve customer retention.

In addition to this, you can also use helpful navigation buttons to make it easier for members to view and find content on your membership site. For instance, you can give direct access buttons to members for accessing their accounts and checking subscription details by including a link to the “My Account” page in your primary navigation menu.

Step #8: Gather feedback

The only way you’ll ever know how users’ experiences go on your membership site is if you gather member feedback. It can help you make improvements and enhance the overall member experience for your brand’s site.

It’s also a great way to ensure your members are fully engaged with your content and gives you a better idea of what members expect from your brand. This way, you can work hard on delivering and fulfilling customer expectations to create an extraordinary member experience.

Frequently Asked Questions

Q: What is the importance of creating an extraordinary member experience?

A: Creating an extraordinary member experience is crucial for businesses as it helps build customer loyalty, improve customer satisfaction, and differentiate from competitors.

Q: How can I improve the customer experience?

A: You can improve the customer experience by understanding customer insights, mapping the customer journey, delivering exceptional customer service, and continuously looking for ways to create an exceptional experience.

Q: What is a customer journey?

A: The customer journey refers to the entire process a customer goes through, from the moment they become aware of your product or service to the point of purchase and the post-purchase experience.

Q: What are some ways to create an exceptional member experience?

A: Some ways to create an exceptional member experience include personalizing interactions, providing proactive customer support, delivering great customer service, and continuously improving your customer experience strategy.

Q: What are some common mistakes to avoid in customer experience?

A: Some common mistakes to avoid in customer experience are neglecting customer feedback, failing to meet customer expectations, not training your employees properly in customer service, and ignoring the importance of a positive experience in every interaction.

Q: How can I improve my customer loyalty?

A: To improve customer loyalty, you can focus on delivering great customer service, consistently meeting customer expectations, offering rewards or loyalty programs, and creating positive customer experiences.

Q: What role does customer support play in the member experience?

A: Customer support plays a crucial role in the member experience as it is the primary channel for addressing customer issues, providing solutions, and ensuring customer satisfaction.

Q: What are some ways to deliver an exceptional member experience?

A: Some ways to deliver an exceptional member experience include understanding customer needs, exceeding customer expectations, personalizing interactions, and consistently providing high-quality products or services.

Q: How can I create a great customer experience strategy?

A: To create a great customer experience strategy, you should start by researching to understand your target audience and their needs, identify areas for improvement, set clear objectives, and develop a plan to deliver exceptional experiences consistently.

Q: How important is a positive experience in improving customer loyalty?

A: A positive experience is crucial in improving customer loyalty as it leaves a lasting impression on customers, builds trust, and encourages repeat business and positive word-of-mouth referrals.

Conclusion

Creating an extraordinary member experience is a great way to encourage more re-subscriptions and improve member retention on your membership site.

Instead of solely focusing on acquiring new members, it’s also important to make sure their experience on your membership site is top-notch so it encourages them to stay loyal and committed to your brand.

Do you know of other ways to help create an extraordinary member experience? Let us know in the comments section below.