BCMC TRAINING PROGRAM

MODULE 5: Membership Retention and Customer Care Systems

STUDENT INFORMATION

Student Name

PART 1: Membership Retention Fundamentals, Formulas, and Strategies.

Activity 1: Retention Calculation

Review Part 1 and complete the activity below.

Using the sample numbers below, calculate the retention rate: Sample: Total member accounts last year = 120 Canceled member accounts this year = 24
Retention Rate = __________

Activity 2: Analysis Question

Complete the task below using your own words. Make sure your answers are clear, thoughtful, and concise.

In your own words, explain the 3C Model.

PART 2: Customer Care and Onboarding Systems

Activity 3: First-Year Touchpoint Plan

Read the material about Part 2:  Customer Care, Onboarding, and First-Year Member Retention Systems. Then complete the tasks below in your own words. Be clear, thoughtful, and concise.

Write a simple first-year touchpoint plan for a new chamber member.
- one touchpoint in the first week - one touchpoint in the first month - one touchpoint by the third month - one touchpoint before renewal

SUPPLEMENTAL GOVERNANCE TOOLKIT

Complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 4: Governance Reflection

Which governance mode is most needed in your chamber? Choose one from the following choices below and explain why.
Fiduciary, Strategic, or Generative

VOCABULARY BUILDER

Complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 5: Define the Terms

Write a simple meaning for each.

Retention Rate
Net Gain/Loss
Net Gain/Loss in Member Dollars
Onboarding
Touchpoint
Customer Care
At-Risk Member
Member Engagement
Renewal
Segmentation

KNOWLEDGE CHECK

Read the material about the Part 2: Reboot Your Board. Then complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 6: Short Answer

Write a brief answer for each.

Why is retention rate alone not always enough to understand membership health?
Why are first-year members often more likely to leave?
How can onboarding improve member retention?
What does it mean to treat members as customers?
Why do some members say “I had no time” when that may not be the real issue?
What kinds of first-year touchpoints can improve retention?
How can chambers identify at-risk members earlier?

REFLECTION ACTIVITY

Complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 7: Personal Reflection

Answer in your own words:

In your opinion, what is the biggest reason first-year members do not renew? Why?
Why do some chambers focus too much on renewal invoices instead of retention systems?
What part of Nikki Anderson’s customer-care approach feels most useful to you? Why?
How would you describe the difference between a chamber that is average and a chamber that is retention-focused?
If your chamber could improve only one retention practice right now, what would it be?

APPLICATION EXERCISES

Complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 8: Situational Analysis

Answer each situation clearly:

Problem 1: A chamber’s overall membership total looks stable, but its first-year members are dropping out at a high rate.
Explain why this is a warning sign and what the chamber should examine next.
Problem 2: A new member joined three months ago, has attended nothing, and says chamber emails are overwhelming.
Using Module 5 ideas, explain how the chamber should respond.
Problem 3: A member says, “We joined, but honestly, we never knew what to do next.”
What does this tell you about the chamber’s retention system, and what should be added?
Problem 4: A chamber sends renewal invoices on time, but many members still lapse without responding.
Why is that not enough, and what relationship-based steps should happen earlier?
Problem 5: A chamber wants better retention but has not defined any response-time or customer-care standard.
Explain why that matters and what kind of standard the chamber could adopt.

PERSONAL COMMITMENT

Complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 9

Complete the sentence.

After finishing Module 5, I will remember that strong member retention depends on

QUOTE REFLECTION

Complete the tasks below in your own words. Be clear, thoughtful, and concise.

Activity 10

Choose ONE quote and explain.

Write your interpretation in 2–3 sentences.
“Members are our customers.” – Nikki Anderson / ACCE” or “Nobody raves about average.” – Nikki Anderson / ACCE”

VISIT COFACC.ORG FOR MORE INFO

The Coalition of Filipino American Chambers of Commerce (COFACC) was established in 2018 to serve as a central national hub to provide collaboration, best practices, and coordination channels for the various Fil Am Chambers of Commerce nationwide.