A simple customer experience to use this week + a more advanced option for when you're ready!

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Hosted by Erin Kelly, CEO @ MemberVault

1 simple strategy to try (with copy swipe that I suggest) and a more advanced one time offer strategy to test out when you're ready -- both to create a more supportive customer experience. Side note: I referenced this as "thank you message text", but it actually shows up as "Sign up confirmation" (oops, I forgot we changed the name on that!).

Learn how to add contact info to your footer: https://courses.vipmembervault.com/help-contactme

Grab free design files for your one time offer: https://courses.vipmembervault.com/dd-oto

Get custom brand design help from user happiness lead, Ira with her Glow Up offers. Learn more here.

TRANSCRIPT

Hey, hey, Erin Kelly, CEO and co founder of MemberVault out here. So, today I want to talk about the idea of a one time offer.

And before I jump into the strategy and ideas for that, I want to give you some very simple ideas in case you are not ready to jump into one time offers and you want something simple. Like Erin, I am already overwhelmed or give me one other thing to do. And so first of all, you can be listening to this and just kind of like put a pin in it for later, I'm going to give you a simple strategic idea to really improve the customer experience of your products. And then we're going to talk about one time offers.

So the simple thing is that when someone signs up for your freebie inside of MemberVault, or your paid offer inside of MemberVault, there's something called the Thank You message text. And that is generally like, here's your access information. And I don't think most people really mess with that information. You know, they don't mess with that content default content that we put in there. I know I have been guilty of that, like I'm in a hurry, I'm creating the product, or I'm editing a product like that is just always at the back of my head. And I don't end up doing it, I don't want to end up adding supportive messaging inside of that content. But it's such a great opportunity. Because when people have they're really excited, right? Like they're on their landing page or the sales page of your product. And they're like, oh, this sounds awesome. I'm loving this person, I can't wait to, you know, I can't wait to buy this thing. I can't wait, just sign up for this thing. And then they do. And then it's like Womp womp, like, you know, in and this is really true of like any platform that you sign up for these things on like, maybe there's like a little confetti emoji, it's like, Thank you check your check your email, and that's it. And so like, you know, maybe they go their email immediately, and they check it and they wait and like, hasn't come yet or whatever.

And so there's, there is a little vacuum there that you can fill with a more supportive customer experience. And so the simple idea for this is when you are creating or editing a product, and you could do this, for every single product that you have, I would recommend starting with your most popular product as you have time and then moving down the line. You know, if there's a product that you have that no one is signing up for anymore, like don't worry about it, but like, you know, your your most popular active products that you are promoting, or that you're sharing, and that people are actively signing up for like this is a really great use of your time, just over like a week or so period, to just like go in and add a little bit of copy to the Thank You message area.

And again, when you are creating or editing a product, you just scroll down to where the signup options are. So the list form payment, and go to thank you message. And then there's default content in there, where it gives them their login information, I would keep that don't change that. But above and below it, you can put some fun flair. And so what I would put above it, so think about like, they were really excited. And they signed up or paid me like I want to be like and obviously like adjust this to your tone your messaging. Like if you don't typically say like yay, and that kind of thing.

Don't use that because I'm telling you to but just adapt it for whatever would make sense for your tone. So I would say something like yay, so excited that you signed up for X and X is like their product name. And I can't wait to work on y with you. And two little Y is either the outcome that they're wanting that they signed up for this thing for, or it's like the process I can't wait to jam out with you over the next couple of weeks about like whatever the topic is, right? So just like one or two sentences, don't go don't go wild like don't do like a bunch of paragraphs that they have to read. You want to keep it pretty short and snippy or not not snappy big quippy, perhaps I don't think you want to have a snippy tone. And then if there is think about what you want them to do next, so again, it shouldn't be something that's really involved. Because likely, they don't have time yet to to really dive into something. So it would be like a simple action stuff, especially if you have like a community or engagement element of whatever it is that they just signed up for. Like that's a really fantastic place to put that like, okay, you know, yay, so excited that you signed up for this product. And I can't wait to work with you on this next step, join the pop up group or join the community. Add this private podcast feed to your you know, to your phone or whatever and have the action steps. So whether it's a link or some instructions, and then make sure at the end of that you say and I've sent this to your inbox as well so that they know that like hey, you don't have to do this right now. It's in your inbox for later if you don't have time, but if you want to jump into it with me right now, like here's, here's what I recommend next. And if it's a passive course or something where there's not some kind of like private podcast, feed or group or something Whatever it can be like, if you want to get started, like, right now, here's what I recommend doing first. And so if you have like a Start Here module, or if you have like a really important lesson, you know, it just depends on the content, you can put the direct link for the module or the lesson inside of there. So that if they want to, they can click on that and start jamming out on whatever it is.

And again, very important to make sure that you put in there, I'm also sending this to your inbox so that they don't worry, like I have to do this right now. Because the thing that you need to remember about the Thank You message content, is it they once they close out of their browser, they can't get back to that. And so unless they screenshot it, or like they leave their browser open, they are not going to be able to get back to that content.

And so don't put anything there that they are going to need, and not share it elsewhere. So make sure you kind of duplicate and I recommend this just for a supportive experience. Anyway, like anything that's important, make sure that it's in multiple locations. So it's in the welcome email, it's in the thank you area, it's you know, in the Thank You message, it's inside of the the Product Overview tax, or the like, first start here module or wherever, you know, however you have it structured, but there's multiple places that people can find that really important information. So that's a really important thing to remember. And so that's a simple thing that you can do, right?

So like, Go forth, tweak your products, add a little bit of supportive customer experience, so that people know, a that you're excited that they've joined, it's just like continuing that energy of excitement and enthusiasm and support. And also, what should they do next. And that all of that information will be sent to their inbox as well. So if you want to put like contact information, that's good to like, make sure you check your spam. Like if you don't get an email within 30 minutes, like you know, shoot me an email here. You can certainly do that. And if you don't have your contact information in the footer of your MemberVault site, like I also recommend having that because you want to make sure that if people have questions, especially after they purchase something that is very easy for them to get in contact with you, right.

So I will put that in the show notes. If you don't know how to add a contact link to your the footer of your member vault, I will have the instructions. It's really easy, but like how did you get there. So that is a simple thing to do with the Thank You message content. Now, let's talk about one time offer. So this is where you can start like geeking out. And you can spend a little bit more time excuse me, you shouldn't ever drink sparkling water right before you do a podcast episode. I'm learning that lesson right now.

So the one time offer, if you're not familiar with what that term is, it basically means that it is a offer that they can only see one time. It's a pretty self explanatory title. And usually, if you've ever done this before, like you've signed up for something online, and after you've paid for the thing, you've seen, like a pop up page, or whatever that's like, Hey, you might also want this and if you want to buy it right now you can get it for 20% off or whatever, right? Like this is the only way that you're going to get this discount. So that is a traditional one time offer. And so you can definitely do that inside of your

inside of your thank you message text. And so, you know, it's not going to be locked down to the point of like, they need to do it within X time period. Because it's not a redirect timer. It's not that advanced. And so be careful about the wording of your one time offer, like you're not going to be able to force them to do it within a certain time period. And so and I don't really think that most people that are using MemberVault are really using that type of language anyway, but just as a like side note.

So I recommend looking at your one time offer as more of a supportive experience. So I don't know if you've ever signed up for something online. And afterwards, they're like, oh, this actually might really also help if you're interested, you know, it'll make your life easier or, you know, more fun or better or whatever, right. And so that could be like, let's say they signed up for a course and you also have a like lightening session like a one to 130 minute with call or something, right or an assessment or something like that. You can always have that. If you don't necessarily like you can do your one to ones like if you want to kind of do it more as like an upsell. So they signed up for this thing. And then they want more support like with access to you could be a pop up group or something like that.

And I personally like I think it should be a public offer like I think it should be something they could buy else you know at any other time. But maybe through the one time offer they do get a discount and just remember that once they close out of it, they're not going to be To see if you put like a coupon code or something there, they're not going to be able to see it. So you can always send it by email as well.

But, you know, it doesn't always have to be a discount, like, it could be a special bonus, it kind of depends on how complicated you want to get, like, if you want to duplicate products and like have, you know, lots of lots of extra steps to to avoid doing a discount. But obviously, a discount is sometimes the easiest way to do these things if you want to add some kind of incentive.

But if it's like a pop up group, that's going to be ending soon, like you're doing kind of like a one time offer. Like it, like let's say you're doing like a challenge or something, and it's it's happening live. And so you know that the one time offer can also be really timely. So it could be an expiring discount, because we now have that with coupon codes like expiring coupon codes, or it could be, you know, I'm only selling x number of these things like, and I'm giving, you know, everyone that's going through this challenge or this course or whatever, like first dibs, you can play, there's so many different ways that you can do this.

But always start is my recommendation, like always start from a place of like what's gonna feel really supportive to the person that just signed up for this thing. So like, what is going to feel very streamlined.

And like a yes, I would love to take that as well thank you for offering it like, and if there's a discount, awesome, but otherwise, like it doesn't even have to have a discount, because it's more about that, like, Hey, you might want this to like think about when you're at like an actual physical store. And you have a really amazing salesperson that's like, Oh, you're also going to want this right? Like it's, it's a really good sales experience.

And so don't worry about feeling like pushy, or like it has to have a discount for it to be a one time offer. In my opinion, it does not and I know that's not a traditional one time offer, if it's available elsewhere, and it doesn't have a discount, and there's no urgency, you know, attached to it like, sure, but it is a supportive selling sales experience.

And that is like the most important thing to me. So I wanted to bring that up to your attention. That that is something that that is a space a content space that you can use to create a really supportive customer experience, whether you're going with a simple option, which is just like, hey, super excited you signed up for this product. So excited to work with you on this thing. Make sure you do this first, and I'm sending it to your inbox as well. Alright, you can like include a gift or something like that, right?

That's a simple, and then if you want to also be like, and you might also be interested in these worksheets, or this planter, or this one to one session or this pop up group that's not included, or this other course that helps you like if you're not sure, like how to set up this, this other course that I have, will get you ready for this other you know, this thing that you just signed up for, like there's so many different ways that you can do this. But if you start from a place of like what's going to be the most supportive experience for the person that just signed up, like, I don't think that you can go wrong.

And the other thing that I'm going to include in the show notes is our amazing user happiness lead Ira. For our design drop our very first ever design drop this month, she created some one time offer graphics for you and they're beautiful. They're in Canva. So you'll be able to just copy the template over to your Canva if you use Canva and edit them and you know add your your brand, brand colors and everything in there. But she she got you started off with some really great stuff in their gifs.

So they've got some movement, which is really great for a one time offer. So I'll drop the link to that as well in the show notes. So you'll have a link to how to add a contact information into your footer, and also the amazing one time offer graphics that you're created for you. So that is something for you to think about for your Monday or whenever you are listening to this.

And next week I'm going to be coming back on Monday and sharing some more information about our new comment feature that is going to be landing in early April. So I'm very excited about that. And then what other community features we are looking to add in the futures because it's going to be comment Only it's not going to be a group replacement.

So that is something to look forward to for Monday. If you have not subscribed yet to the vault podcast definitely do so. And then we have some really other some law can talk some other really great episodes coming up this week. So make sure that you subscribe so you don't miss out on those!

Transcribed by https://otter.ai

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