In this episode of the Membership Geeks Podcast, I discuss alternatives to cancelling a membership that membership owners can offer to their members.
I explain the importance of providing options to members who want to cancel and offer suggestions for retaining their membership in a non-intrusive way.
In this episode:
- How can membership owners collect feedback from members who want to cancel their membership?
- What is the benefit of offering the option to pause a membership instead of cancelling?
- How can changing the billing frequency be a viable alternative to cancellation?
- How can offering different membership tiers help retain members who are considering cancelling?
Key Quotes & Takeaways:
“So if they've already gotten their head, okay, I'm gonna take a bit of a break. I'll probably come back later. Giving them the option to pause is a far better alternative to canceling…”
“But there's absolutely nothing wrong with making that last effort, that last effort to turn things around. And in fact, doing that shows that you care. You will get people who wanna leave who end up disgruntled at how easy it was to leave. That's kind of the irony of it.”
“Those little conversations, even though it's taking, you know, 10, 15 minutes out of your day or out of your team's day, that could not only reverse the decision to cancel, but also build up enough goodwill and loyalty from the fact that you're willing to actually have that face time.”
More about membership growth
- Do's and Don'ts of Member Retention
- Try These Tactics to Pre-empt and Prevent Member Cancellations
- Avoid These 6 Common Member Retention Mistakes
- 3 Reasons Not to Take Member Retention for Granted
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