Day to day administration.
WHAT YOU WILL DO REGULARLY
Answer questions Handle billing problems Process cancellations Add content Communicate with members
WHAT MEMBERS EXPECT
A response. Faster than a free audience expects.
They are paying, and that changes the expectation.
CANCELLATIONS
Make them easy. A difficult cancellation produces a chargeback and a public complaint.
Ask why, optionally. The answers tell you what to fix.
WHAT TO DO WITH A LAPSED MEMBER
Keep their account and data for a period Tell them what they lost Offer a straightforward way back
WIN-BACK
A message some weeks after leaving recovers a proportion.
Most memberships never send one.
COMMUNICATION
Regular contact with members is part of the product.
Silence between billing dates produces cancellations.
WHAT TO TRACK
New members, cancellations, and the reasons.
