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Retention Service
Member Retention
Reduce churn and increase renewals through optimised onboarding, personalised engagement, and strategic win-back programmes.
From £1,500/month
Talk to our Membership Consultant
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Our Approach
Keep the Members You've Worked Hard to Acquire
Acquiring a new member costs 5-7 times more than retaining an existing one. Yet many organisations focus almost exclusively on acquisition while neglecting the members they already have.
Our retention programmes address the full member lifecycle: from the critical first 90 days of onboarding through to renewal and beyond. We identify at-risk members before they lapse and implement targeted interventions.
The result? Higher renewal rates, increased lifetime value, and members who become advocates for your organisation.
The Retention Opportunity
Small improvements in retention have significant impact on your bottom line.
15-25%
Average annual membership churn
5x
Cost of acquisition vs retention
60%
Of retention determined by onboarding
What We Do
Our Retention Services
A comprehensive approach to keeping your members engaged and renewing.
Onboarding Optimisation
The first 90 days determine whether a member stays or goes. We design onboarding journeys that activate new members and demonstrate immediate value.
60% of retention starts here
Renewal Automation
Automated renewal reminders, payment recovery, and upgrade prompts. We optimise timing, messaging, and channels to maximise renewal rates.
Multi-channel renewal sequences
At-Risk Identification
Predictive analytics to identify members likely to lapse. Early intervention with personalised outreach before they disengage completely.
Engagement scoring, Predictive models
Win-Back Campaigns
Targeted campaigns to re-engage lapsed members. We identify why they left and create compelling reasons to return.
Typically 10-20% win-back rate
Member Surveys
Regular feedback collection to understand satisfaction, identify issues, and demonstrate that you value member input.
NPS tracking, Exit surveys
Value Communication
Ongoing communication that reminds members of the value they receive. Usage reports, benefit highlights, and ROI calculations.
Member value statements
Our Process
How We Improve Retention
01
Retention Audit
We analyse your current churn rates, identify patterns, and benchmark against industry standards.
02
Journey Mapping
We map the complete member journey, identifying critical moments and opportunities for intervention.
03
Programme Design
We design targeted retention programmes for different member segments and lifecycle stages.
04
Monitor & Refine
We track retention metrics constantly and refine programmes based on performance data.
Typical Results
What effective retention programmes can achieve.
15-30%
Reduction in annual churn
+20%
Increase in member lifetime value
10-20%
Win-back rate for lapsed members
Questions
Member Retention FAQs
What is a good member retention rate?
Industry averages typically fall between 75-85% annual retention. Top-performing organisations achieve 90%+ retention. The goal should be continuous improvement, with even small gains having significant financial impact over time.
How quickly can we see improvements in retention?
Some quick wins like improved renewal communications can show results within weeks. Deeper improvements from onboarding optimisation typically take 3-6 months to fully measure, as you need to track cohorts through to their first renewal.
What causes members to leave?
Common reasons include: not seeing enough value, lack of engagement with benefits, poor onboarding experience, life changes, and finding alternative sources for what you provide. Exit surveys and data analysis help identify your specific drivers of churn.
Related Services
Retention works best as part of a complete member lifecycle strategy.
Ready to Improve Retention?
Book a free consultation to discuss your retention challenges and explore how we can help you keep more members.
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