Monthly or annual? Offer both, and make the choice easy
Monthly or annual membership billing? Learn the trade-offs of each, how to present the annual saving clearly and how to move monthly members to annual plans.
Member Retention
Keeping members engaged, from their first login to their renewal.
Your cancellation page is a retention tool
Your cancellation page is a retention tool. Make cancelling easy, ask one brief question, offer one relevant alternative and leave the door open.
The first thirty days decide whether a member stays
The first thirty days decide whether a new member stays. Plan the first login, a week-one email and quiet check-ins that turn sign-ups into regulars.
What your support inbox tells you about churn
Your support inbox is an early warning system for churn. Learn which member questions signal a coming cancellation and how to tag, track and respond to them.
Surprise and delight: unexpected extras members remember
Surprise and delight gestures, from unannounced bonuses to personal notes, are the extras members remember. How to plan them well without breaking the budget.
Minimum terms and commitments: do they help retention?
Minimum terms and commitment periods can keep members through early doubts or simply delay cancellations. The pros, cons and fairer alternatives.
Keeping members happy when you take a break
Keeping members happy when you take a break is mostly planning. Build a content buffer, arrange support cover and tell members in advance.
Belonging: helping members feel part of something
Belonging keeps members long after the content has been used. How identity, shared language and rituals help members feel part of something worth staying in.
Build a help center that answers members before they ask
Build a help center that answers members before they ask. Learn which help articles to write first, how to write them and how to make them easy to find.
Member advisory boards: giving members a say
A member advisory board gives a small group of members a real say in your membership. How to choose advisors, run useful meetings and build loyalty.