In this video, Robbie demonstrates that the membership economy is affecting all types of organizations—corporate and non-profits, digital and traditional, big and small. She encourages learners to look for examples more broadly than just peer organizations of similar size and industry.
- Think of some of the memberships that you've joined.…At what point did you open up and decide…that this was going to be part of your new normal,…that moment when you said, not only am I joining this gem,…but I'm going to stay for as long as I live in the area?…At the heart of the membership economy…is the forever transaction.…A forever transaction is that moment when a consumer…becomes a member and stops shopping around…for a better deal.…It's what all organizations want: total loyalty…and connection.…Members are not only more loyal, they are more willing…to cut you slack when you hit a road bump…and more likely to encourage friends to join.…
To earn this forever transaction, the organization…has to make a promise to their members.…As long as the member is committed formally…to the organization, the organization will continue…to evolve its offering and delivery approach…to help that member achieve their goals.…For example, SurveyMonkey helps people make…better decisions using survey tools.…The AARP promises to do whatever it takes…
In this course, Robbie Kellman Baxter—author of The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue—goes into the types of skills required in a membership economy company, why onboarding matters so much in long-term customer relationships, and how to optimize the experience for loyalty. She also outlines pricing for value in the membership economy, when free makes sense, how technology can extend the infrastructure of trust, and best practices for customer success and retention.
- Building the forever transaction, the right organization, and an effective acquisition funnel
- Onboarding members for success
- Starting simple with pricing
- Leaving room in pricing for flexibility
- Using the right technology
- Tracking the right data
- Knowing when to retain members
- Transitioning from idea to going concern
- Recovering from a pricing mistake
- Understanding the difference between loyalty and inertia