10 Ideas That Will Create A Great First Impression On New Members
- Train your public contact staff on the broader cooperative movement and require completion of a test to prove that knowledge was transferred.
- Prepare 30-second answers to frequently asked questions; train all public contact staff on delivering them with enthusiasm.
- Document your member buying process for financial services and align your marketing messages accordingly.
- Provide members with information that includes how their membership translates into dollar savings.
- Tie member recruitment to local fund drive (as a member you help support this local cause).
- Provide new members with something tangible and symbolic at the time of joining such as the owner guide, membership card, coupons or a small gift.
- Provide an owner’s guide for new members. Include bylaws, financials, ownership information, organizational information, board member biographies. Recommend they keep it to refer to later.
- Follow up with a letter or phone call a week or so after joining to answer any questions and help them feel welcome.
- Hold new member orientation meetings and encourage attendance. Send a letter or postcard to invite. Give a gift to those who attend.
- At orientation, include your history, structure, tours, and history video or personal message from the ceo or board chair.
Tips on creating member loyalty
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Thank you for your interest in creating member loyalty. Cooperative and credit union member ownership is a sustainable compeitive advantage when it is actively managed.