Following Members their First Year

October 12, 2015 April B.

I recently had the opportunity to speak with Mickey Pedersen, the Marin Associate Executive Director with the YMCA of San Francisco. Daxko Engage has helped this Y revamp the way they communicate with members as a whole, and new members in particular. “I think that our new members are having a completely different experience than members were before we started using Daxko Engage,” Pedersen says.

The YMCA of San Francisco launched the Daxko Engage member engagement software in January and has been working consistently to adopt the software across the association. “At each branch we have someone who owns Engage. We created a whole training program for our Wellness Coaches around engagement. Weaving Daxko Engage into that training has shifted the way we onboard and train staff.”

As a part of their training, the staff at San Francisco learn how to use Daxko Engage to identify members most in need of engagement. They also discuss the best ways to approach and speak with members, and how to approach members that might be distracted or have their headphones in. The training has a valuable impact on engagement at the YMCA of San Francisco and stresses the importance of face-to-face interactions. “Face-to-face interaction is the most important for us…,” says Pedersen. She also explains that the training is used to encourage staff “not just interact with people that they already know.” Daxko Engage helps the YMCA of San Francisco identify members who are highly engaged and those who have low engagement. “Engage gives us a collective approach” to look at new member engagement.

Beyond using Daxko Engage to facilitate face-to-face interactions, the YMCA of San Francisco has a year-long plan utilizing the software to follow new members and help them get the most out of their membership. Pedersen outlined the strategic way they engage new members. “When a new member joins, five days later, they get a phone call. In fourteen days we check in with them again and make sure they’ve scheduled their wellness appointment. We have all these automated tasks that help us keep up with new members,” explains Pedersen. The staff at San Francisco knows that engaging new members is the best way to keep them around for the long haul. “We follow [new members] for the first year,” she says. “I would say our new member experience has been completely transformed.”

Member engagement is a complex and time-consuming process. Learn more about how Daxko can help you engage members throughout their lifecycle in our video.

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