How to create the best member onboarding experience

In the run-up to Memcom Conference 23 on Thursday June 29th, we're sharing a series of posts designed to help professional membership organisations prioritise their strategies and outperform their goals. Tadhah will be exhibiting - if you're going to be there too, come see us at the show!


Creating the best member onboarding experience involves a combination of careful planning, effective communication, and attention to detail. Here are some steps to help you create an exceptional onboarding experience for your members:

Define clear objectives

Clearly identify the goals and objectives you want to achieve through the onboarding process. This could include ensuring members understand your organisation's values, helping them navigate your services or products, or fostering a sense of community.

Develop a structured onboarding plan

Create a comprehensive onboarding plan that outlines the step-by-step process for new members. This plan should include all the necessary information, resources, and activities they need to get started and become fully engaged with your organisation.

Streamline the process

Simplify the onboarding process as much as possible. Minimise the paperwork and administrative tasks and consider leveraging technology to automate and digitise certain elements of the onboarding experience. This will help members feel supported and avoid overwhelming them with unnecessary steps.

Personalise the experience

Tailor the onboarding experience to the individual needs of each member. Gather information about their interests, preferences, and goals during the registration process, and use this information to deliver personalised content and recommendations throughout the onboarding journey.

Communicate proactively

Maintain regular and proactive communication with new members before, during, and after the onboarding process. Send welcome emails, provide clear instructions and timelines, and be responsive to their questions and concerns. This will help build trust and engagement from the start.

Provide relevant resources and training

Offer resources, tutorials, and training materials that help new members understand and utilise your organisation's products or services effectively. This could include videos, user guides, FAQs, or interactive online courses. Ensure these resources are easily accessible and user-friendly. You can utilise membership management software to deliver online training in a highly effective and personalised way.

Assign a dedicated onboarding team

Designate a team or individual responsible for guiding new members through the onboarding process. This team should be knowledgeable, friendly, and responsive to provide a high level of support and assistance. Encourage them to go above and beyond to make new members feel welcome and valued.

Foster community and connection

Create opportunities for new members to connect with each other and with existing members. This could involve hosting virtual or in-person events, facilitating online discussion forums, or assigning mentors to guide new members. Encouraging interaction and collaboration will help foster a sense of belonging and increase member retention.

Gather feedback and iterate

Continuously collect feedback from new members about their onboarding experience. Use surveys, interviews, or feedback forms to understand their perspective and identify areas for improvement. Regularly review and refine your onboarding process based on this feedback to ensure it remains effective and aligned with member needs.

Measure success and track progress

Establish key performance indicators (KPIs) to measure the success of your onboarding process. This could include metrics such as member satisfaction, engagement levels, or retention rates. Regularly track these metrics and use the insights gained to optimise your onboarding strategy. Membership management software is a great way of monitoring progress as it assimilates all membership data into one central place and can generate reports at the touch of a button.

In summary the member onboarding experience is an ongoing process, and it's important to continuously invest in refining and improving it based on member feedback and evolving needs. If you need help and advice in developing your own member onboarding process, then get in touch with the expert team at Tahdah today.



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