Onboarding and Initial Engagement

1. Customized Welcome Emails: Send personalized welcome emails to new subscribers highlighting key features and how to get started quickly.
2. 100-Day Onboarding Plan: Develop a 100-day onboarding email sequence with tips, tutorials, and check-ins to guide new subscribers.
3. Welcome Call or Video: Schedule a welcome call or send a personalized video message to introduce new subscribers to the service.
4. Onboarding Webinars: Host weekly onboarding webinars to walk new subscribers through the platform and answer questions.
5. Guided In-App Tours: Implement guided in-app tours to help new subscribers navigate and understand key features.
6. New Subscriber Surveys: Send surveys to new subscribers to gather initial feedback and understand their expectations.
7. Welcome Package: Send a physical welcome package with branded merchandise and a handwritten note to new subscribers.

Regular Engagement

8. Newsletters: Send daily, weekly or monthly newsletters with updates, tips, and curated content relevant to subscribers.
9. Exclusive Webinars and Events:   Host monthly exclusive webinars or virtual events for subscribers to provide advanced tips and industry insights.
10. Regular Check-In Calls:  Schedule periodic check-in calls or virtual meetings with subscribers to address any questions or concerns.
11. Content Personalization: Personalize content recommendations based on subscriber preferences and behavior.
12. Behavior-based Messaging: Implement messaging to send real-time tips and feature updates based on user behavior.
13. Subscriber-Only Content: Create and distribute content that is exclusively available to subscribers, such as e-books, reports, or special articles.

Value Communication

14. Usage Reports: Provide monthly usage reports to subscribers, showing how they are benefiting from the service and suggesting ways to utilize more features.
15. Clear Value Communication: Regularly communicate the value and benefits of the subscription through emails, notifications, and account dashboards.
16. Feature Highlights: Highlight underutilized features in communications to help subscribers get more value from their subscription.
17. Success Stories:  Share subscriber success stories and case studies to illustrate the value and impact of the service.
18. ROI Calculators:  Provide ROI calculators to help subscribers quantify the value they are getting from the service.

Loyalty and Rewards

19. Loyalty Points System: Create a points-based loyalty system where subscribers earn points for activities such as logging in, completing profiles, and using specific features, redeemable for rewards.
20. Surprise Discounts: Send out surprise discount codes or promotional offers periodically to long-term subscribers.
21. Beta Access to New Features:   Offer beta access to new features or products to loyal subscribers before general release.
22. Anniversary Rewards: Provide special rewards or discounts on subscription anniversaries.
23. Referral Program: Create a referral program that rewards subscribers for bringing in new customers.

Feedback and Improvement

24. NPS Surveys: Conduct Net Promoter Score (NPS) surveys quarterly to gauge subscriber satisfaction and identify areas for improvement.
25. Feedback Loops: Collect and act on subscriber feedback to address issues and improve the service.
26. Exit Surveys: Conduct exit surveys to understand why subscribers are leaving and address these reasons proactively.
27. Usability Testing: Regularly conduct usability testing with subscribers to identify and fix pain points.
28. Suggestion Box: Implement an online suggestion box where subscribers can submit ideas for improvements.

Customer Support

29. Dedicated Support Channels: Offer dedicated customer support channels for subscribers, such as a direct phone line or priority email support.
30. Comprehensive Help Center: Develop an extensive online help center with FAQs, video tutorials, and detailed guides for troubleshooting common issues.
31. Live Chat Support: Implement live chat support for real-time assistance.
32. Support Ticket Follow-Up:  Follow up on resolved support tickets to ensure the subscriber’s issue is fully addressed.

Community Building

33. Member-Only Forums: Set up online forums or social media groups exclusively for subscribers to encourage community building and peer support.
34. User-Generated Content Campaigns: Encourage subscribers to create and share their own content (e.g., reviews, success stories) by featuring it on your website and social channels.
35. Subscriber Meetups: Organize local or virtual meetups for subscribers to network and share experiences.

Pricing and Billing

36. Transparent Billing Statements:  Ensure that billing statements are clear, detailed, and easily accessible within the user account.
37. Flexible Subscription Plans: Offer flexible subscription plans with various pricing and feature options to cater to different needs and budgets.
38. Pre-Expiration Reminders: Send automated reminders to subscribers before their subscription expires, with easy renewal options and potential early renewal discounts.
39. Grace Period for Renewals:  Offer a grace period for subscribers who miss their renewal date, allowing them to renew without penalties.

Re-Engagement

40. Targeted Re-Engagement Campaigns:   Identify inactive subscribers and send targeted re-engagement emails with personalized content and special offers.
41. Win-Back Campaigns:  Target lapsed subscribers with special offers and incentives to encourage them to re-subscribe.
42. Trial Extensions:   Offer trial extensions for subscribers who are hesitant to commit fully.

Education and Resources

43. Educational Resources: Offer tutorials, webinars, and guides to help subscribers get the most out of the service.
44. Feature Use Tutorials: Create and distribute step-by-step video tutorials on how to use specific features of the service effectively.
45. Knowledge Base Updates:  Regularly update the knowledge base with new information and resources based on subscriber feedback and common support queries.
46. Industry Insights:   Provide industry insights and trends through reports, articles, or webinars to keep subscribers informed.

Monitoring and Analytics

47. Usage Analytics:  Monitor usage patterns to identify and assist at-risk subscribers who are not fully utilizing the service.
48. Churn Analysis and Follow-Up: Analyze reasons for churn through exit surveys and follow up with tailored win-back offers for canceled subscribers.
49. A/B Testing: Conduct A/B testing on different retention strategies to determine the most effective methods.
50. Mapping the Subscriber Journey:   Conduct workshops to map the subscriber journey, identify pain points, and implement strategies to improve the overall subscriber experience.

About Robert Skrob

The problem with subscription membership programs is that members quit, I fix that problem. For more than 20-years I have specialized in direct response marketing for member recruitment, retention and ascension in diverse subscription members environments including non-profit associations, for-profit publishers/coaching, subscriptions and SAAS companies. For an evaluation of your current churn rate and how I can improve it, contact me here. I discover there are often two or three quick wins you can implement within a week to lower churn immediately, let’s talk about your quick wins.