Membership Retention

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Membership Retention
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Bound to leave.
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Agenda
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Membership Retention

• Attract

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Leveraging what you have?

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Data Mining

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Your New Marketing Data Base

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How?
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Staff

But, Sally you dont know my staff. They wont do
it!
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Be the Bulldog!

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Use Staff Alerts

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Metrics
What gets measured, gets done!

• What gets measured, gets done!

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Termination Summary

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The YMCA Neighborhood

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Termination Summary

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Different Approach

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New Corporate?

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Non-Member Program Participants

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The Normal

Member Incentives Guest Passes Tour Cards
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Membership Retention

• Engage

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Herding Cats
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New Member Connection Plan
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New Member Connection Plan
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Connect
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YTrue Story
Laura Dye
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(No Transcript)
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Our Plan
YTrue Story
Connect Engage Build Relationships
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Four Goals
YTrue Story
Learn Their Name / Get to Know Them Develop small
groups Make them feel needed Get them to come
back one more time
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Strategies Tools
YTrue Story
Learn Their Names / Get to Know Them Listen First
/ Interviewing / Welcome Card Nametag
Days PEP New Staff Orientation (5 hours) Welcome
Center Training (10-12 hours)
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(No Transcript)
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Strategies Tools
YTrue Story
Small Groups Intentional Development Volunteer
Leadership Marketing Communication Listen First
/ Interviewing / Welcome Card
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Strategies Tools
YTrue Story
Make Them Feel Needed Do Something
Good Ambassadors Marketing Communication Volunte
er Coordinator
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Strategies Tools
YTrue Story
Get Them to Come Back One More Time ALL OF THE
ABOVE Games / Challenges Setting
Appointments Cross Promotion
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Measurement
YTrue Story
What Gets Measured Gets DoneClosing RatioEmail
SurveysPEP CompletionGate ActivitySEER
SatisfactionMonthly RetentionVolunteers Hours
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Initial SuccessSeer Membership Satisfaction
Survey Posted positive substantial growth in
all nine of the relationship / connectedness
attributes.
Staff is friendly 50 grew by 5 15 You
feel welcome at the Y 80 grew by 5 -
13 Staff is competent 50 grew by 6 11 You
can relate to other members 50 grew by 6
8 Staff cares about your wellbeing 50 grew by
4 12 Staff takes the initiative to talk to
you 60 grew by 5 15 Staff knows your
name 70 grew by 5 19 Staff would notice if
you stopped coming 60 grew by 5 15 Staff
checks on your progress 60 grew by 5 12
YTrue Story
13-month retention 2004 stopped negative growth
trend and improved by 2 points.
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Membership Retention

• Retain

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Great wonderful.BUT
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Do you..
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Net Promoter Score
We are extremely satisfied with the product and
how well that product contributes to our
operation, but I am even more impressed with the
people who work for Daxko and how they truly love
the mission of the YMCA. That makes me feel very
comfortable knowing the importance of the role
they play each day in our success and where the
heart of the company lies, and that is why I
always enjoy sharing my Daxko experiences with
anyone who will listen. Great people do make a
great company!
No bank rec with Accounting ST.
It is difficult to optimize the program at this
point. Cost to have individual training is
prohibitive to utilizing the full program.
Customer Service staff are very courteous and
helpful in most cases
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Are you in the know?

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Google Alerts

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Agenda
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Questions
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Resources

• DAXKO Operations Solutions Finder
• www.DAXKO.com gt DAXcenter
• DAXKO Sounding Board