Jeremy McGilvrey - How to Win Back Customers Who Quit Your Membership Program
This is par for the course when running a membership site.
Having a low attrition rate is great, but even at 1 or 2 percent attrition, you’ll still be losing paying members. The rule of thumb is to NOT be emotional about it.
This will be tough because it’s human nature to take it personally and you might feel the pinch. Nevertheless, it’s always good not to burn bridges with your lost members.
Do not contact the subscriber and rebuke them for leaving ‘after all you’ve done for them’. They’re a paying customer and not a former lover. Maintain a business-like approach and be professional.
Why do subscribers quit?
There could be a variety of reasons for them to leave the membership. Maybe they’re no longer interested in the niche. Some may have budget constraints, while others may have issues with the deliverables.
It’s anyone’s guess… UNLESS you have an exit survey for those who are leaving. A quick question with a list of options to choose from will help you figure out why they’re leaving.
Common options are:
- I’ll be back later
- No longer interested
- The value delivered not up to expectations
- Financial reasons
- Others (please specify)
While not all subscribers will fill up the survey, some will, and that will give you an idea of why they’re leaving.
Read more about "Jeremy Mcgilvrey share Daily Tasks to Complete When Running a Membership Site " https://www.openpr.com/news/2485274/jeremy-mcgilvrey-share-daily-tasks-to-complete-when-running
Segment your subscribers -
Generally, you should ONLY contact your lost members 4 to 6 months AFTER they’ve left. Any sooner and you’ll appear sales or needy.
The best way to get in touch with them is via email. Segment your subscribers based on the survey options they chose (where possible).
Trying to sell your membership to them using the wrong approach will not yield results. For example, if someone quits because of financial reasons, telling them that you have new modules in your membership will not work.
However, if you offer them a 3-month discounted price, quite a few of them may take you up on the offer.
Give them a parting gift -
One of the best ways to end the business relationship on a positive note will be to give them a little gift and say it’s a token of appreciation for their support… and you hope to see them back soon.
This gift can be a deliverable that’s related to the niche. The gesture will be met with approval even if they’re leaving – and they’ll remember it when you invite them back.
Read more about "Important Tools You Will Need to Build a Successful Membership Site " https://www.openpr.com/news/2489759/important-tools-you-will-need-to-build-a-successful-membership
Your first email to them -
When you send your first email to your lost subscribers, it’s best to say you missed them. Your email must have a personal touch.
Tell them what they’ve missed while they were gone and what improvements you’ve made in the membership – and most importantly, highlight how the upcoming content will help them.
Encourage your subscribers to re-join the membership and let them know they can contact you if they have any questions.
Don’t overwhelm them -
There’s a fine line between being friendly and being overly friendly. The same applies to your approach.
Contact them once and then wait about 2 weeks before following up with them. Do NOT email them daily or several times a day just to try and pressure them into joining the membership.
You’ll just put them off and they’ll unsubscribe from your list or send your emails to the spam folder to languish for eternity.
These tips may seem like common sense, but most memberships neglect to woo back lost members.
Keep it human; keep it cordial and genuinely show that you want them back and it’s in their best interests to return. If you can do that, it’s half the battle won – and you’ll be surprised at how many of your lost members return.
Jeremy McGilvrey Digital Marketing Agency
1 Riverway Ste. 1724, Houston, TX 77056
Jeremy McGilvrey is an award-winning sales funnel and website expert and the CEO of Houston's Texas No.1 Digital Marketing Agency.
Jeremy provides high-quality websites, sales funnels, and landing pages design and development services and is trusted by more than 3000+ clients and businesses.
Website - https://www.jeremymcgilvrey.com
Twitter - https://twitter.com/JeremyMcGilvrey
Pinterest - https://www.pinterest.com/jeremymcgilvre1
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