Our services
We focus our work in three critical areas: member engagement via phone calls that strengthen the relationship and improve recruitment, renewal and retention; membership research and consultation to understand what your members really think; and expert advice to tackle your biggest strategic challenges.
1. Member engagement: personal calls that deliver real change
You may not have the resources or the time to call your members, but person-to-person conversations are the most direct, immediate and powerful way to reawaken engagement with your organisation. Let us do the work for you.
Calls across the membership journey
New member recruitment: Initiate contact with prospective members to drive membership growth.
Welcome calls: Engage proactively with all new members – key to maximising retention.
Student conversion: Talk to students and graduates in a targeted and personal way to cement the relationship.
Member upgrades: Promote members’ aspirations to move up the membership ladder as their careers progress.
Renewals: Intervene to increase renewal rates and cash flow.
Fee recovery: Persuade lost members to rejoin and recover subscriptions.
While conducting all these activities, we gain fresh insights and intelligence into your members’ attitudes, opinions and behaviour.
Our typical approach:
1. Quantitative online survey
2. Qualitative phone-based interviews
3. Focus group-type consultations
These results give you an accurate picture of your membership – the first step to creating a viable, achievable strategy for growth.
ROI of up to 450%
We offer a performance related fee structure where we carry all of the financial risk and you only pay against the results. On renewal interventions, for example, we typically achieve a return on investment of around 450%
A dedicated UK call team
Our dedicated team speak with members daily. They are all employed by us, all UK residents, and all experienced in engaging members in meaningful, quality conversations. We do not sub-contract any activities.
2. Membership research: discovering what different members think
You probably know what 10-20% of your members think, because they’re the ones who are the most engaged. What you don’t know is what the vast majority want from you or why they’re leaving. Using our specific profiling tools and techniques, we open up a meaningful dialogue with other member groupings to uncover what this silent majority thinks.
3. Expert advice: enhancing your membership strategy
Our consultancy services are designed to transform your membership and bring about future growth.
Health check and performance review
If you’re serious about change, the performance review is the first step to take – a deep dive into your membership strategy.
Review existing membership processes.
Gain fresh intelligence on member opinions and behaviour.
Establish a clear picture of the entire membership journey from the member’s perspective.
Benchmark key performance indicators against peer group organisations.
Explore a new membership strategy, processes and approach.
Present a full report with findings, recommendations and practical action plans.
Pilot and test these concepts to gain quick wins and prove the case for change.
Benchmarking
One of the most powerful ways of improving your performance is to compare what you’re doing with those organisations currently achieving the best results. We have compiled a comprehensive membership benchmarking database and have an intimate knowledge of professional bodies and their approaches. We can give you an objective picture of how you measure up.
The membership value proposition
The traditional membership benefit package is becoming less attractive. Some member benefits are true benefits, but many are just features and some pure ‘stocking fillers’. Increasingly, the basic ‘what’s in it for me’ is the only question of any major significance. We establish what members really want and help you develop a fresh, current and attractive membership value proposition for all member groupings and personas.
The membership journey
Our clients who achieve the highest retention performance are those who are the most proactive in engaging with members. The membership ‘journey’ is built around aspirations to move up the membership ladder, upgrading member status along the way. We help you to develop the journey and create a route map to guide both the organisation and your members as they progress.