We contact members actively and personally according to an agreed model.
Member contact on your terms.
Proactive and personal contact is one of the most effective ways to strengthen the member experience.
When an organisation reaches out actively, members feel that their situation is noticed and that they matter.
Member contact strengthens the experience
Proactive and personal contact during membership is one of the most effective ways to strengthen the member experience. When an organisation reaches out, members feel noticed and cared for. A call is more than checking in: it increases awareness of membership benefits, encourages people to use services and makes the value of membership tangible. In our experience, this can lengthen the membership lifecycle and reduce cancellations.
Plan the timing together
We always plan contact times together. The best results often come when a call meets a natural turning point in life or membership: graduation, parental leave, a change in diagnosis or a situation where important member information is missing. A call can also be a friendly reminder about an unpaid fee, an invitation to an event or an annual check-in. Some organisations have found value in calling every member regularly, for example every other year, without a specific issue to solve. These conversations often reveal valuable and unexpected information about members’ needs and expectations.
Contact activates and creates value
The main benefit is stronger retention, but calls also create additional value. You can collect feedback on selected topics, learn who is interested in active roles or get direct experience-based information about service quality. At the same time, members can learn about new benefits and opportunities they might otherwise miss. Contact therefore supports both service marketing and member activation.
Every contact leaves a clear record
Every contact leaves a clear record. We document calls carefully in our system or a form designed together. You then receive a comprehensive report in which every contact is documented. This information is highly valuable for developing the member experience: it reveals trends, helps identify potential problems early and supports new actions based on members’ needs.
Contact strengthens the community
Member contact is not just a set of individual calls. It is a complete model that connects members more strongly to the community, gives them a genuine experience of being cared for and gives your organisation concrete information for developing its work and services.
What is included
We plan contact together and use natural turning points in the membership journey.
We tell members about services, benefits and opportunities they might otherwise miss.
We collect feedback, experience and interest in taking part in your organisation.
Every contact is recorded clearly in the agreed system or form.
You receive a documented report to support member experience development.
How the service starts
Discovery
We agree the scope, owners, channels and reporting before the next step begins.
Service plan
We agree the scope, owners, channels and reporting before the next step begins.
Handover
We agree the scope, owners, channels and reporting before the next step begins.
Running service
We agree the scope, owners, channels and reporting before the next step begins.
Frequently asked questions
When should we contact members?
We always plan the timing together. A contact can relate to graduation, parental leave, a change in diagnosis, missing information, an unpaid membership fee, an event or an annual check-in.
What is recorded after a contact?
We make careful notes in our system or a form designed together. At the end, you receive a comprehensive report documenting every contact.
Are members leaving, or should we start keeping them close?
Tell us about your current situation. We will build a process that supports member retention together.