Episode Details

We all want to win over as many new members as possible. But did you know that keeping those members is often more important?

Member acquisition is still essential. But unless you’re keeping those members, you’ll find yourself always relying on short-term, one-off members to make ends meet.

Making people stick around is often harder than getting them interested in the first place. However, this is exactly what will help you grow your membership business. 

In this episode, I discuss the six top member retention mistakes I see businesses make. I also talk about why retention is often more important and valuable than member acquisition. 

Essential Learning Points:

• Why member retention is so important
• Why cancellations are not always a bad thing
• How important feedback is for keeping members
• The best ways to approach canceling members

Important Links & Mentions:

• The Membership Academy
• Intercom
• The Membership Economy book by Robbie Kellman Baxter

Key Quotes:

• “If the only thing standing in the way between someone being a member and someone leaving is that you have hidden the cancelation button, you’ve got bigger problems.”
• “When you’ve got members on your site engaging and using your membership, getting results, making progress, and forming connections, that is fuel for continued growth in your membership.”
• “Make the DECISION to cancel difficult, not the process.”