Customer retention: what is the best formula?

emmanuelle · 2005-05-20, 05:06 PM

Accountability.

$20 is a lot of money to a lot of people. It's 2 back breaking hours on an assembly line, or 4 hours at the 7-11. As a site owner I am honored that they have given me their hard earned cash, and I consider it a responsibility to make sure that they receive the best possible value for that money.

All members receive immediate and personal responses to their emails. No form mail, no 3 day wait for a response.

We update on schedule like clockwork. Generous photo sets, great video clips, and 98% exclusive content.

We invite our members to submit requests, and we respond promptly. A member's fantasy is usually brought to life within 2 weeks, before his subscription expires.

Our most loyal members often find special thank yous in the site. From involving their username in a photoshoot, to a personal video clip thanking them for their support- mentioning them by name is a great way to make our members feel valued.

I'm not gonna give all our secrets away, but our affiliates can rest assured that we do everything humanly possible to ensure that our members remain happy for much longer than 30 days.

tickler · 2005-05-20, 07:11 PM

I have to agree with emmanuelle that keeping the members involved seems to really help the retention. Prizes, giveaways, "be a pornstar" shoots, etc.

Mainly only happens on amateur sites, but, I wonder how it would work out with a "live" webmistress on the more general/niche sites.

juggernaut · 2005-05-21, 03:22 AM

Quote:

Originally Posted by emmanuelle

Accountability.

$20 is a lot of money to a lot of people. It's 2 back breaking hours on an assembly line, or 4 hours at the 7-11. As a site owner I am honored that they have given me their hard earned cash, and I consider it a responsibility to make sure that they receive the best possible value for that money.

All members receive immediate and personal responses to their emails. No form mail, no 3 day wait for a response.

We update on schedule like clockwork. Generous photo sets, great video clips, and 98% exclusive content.

We invite our members to submit requests, and we respond promptly. A member's fantasy is usually brought to life within 2 weeks, before his subscription expires.

Our most loyal members often find special thank yous in the site. From involving their username in a photoshoot, to a personal video clip thanking them for their support- mentioning them by name is a great way to make our members feel valued.

I'm not gonna give all our secrets away, but our affiliates can rest assured that we do everything humanly possible to ensure that our members remain happy for much longer than 30 days.

I have to agree here. I do not have many members at all for my site as we are new. But think of it like she is saying. You are running a business and I remember back in the old days for me I would walk into my local hardware store and they called me by name. That kept me away from home depot for years, until the local went under. But as far as sites go the longest I ever belonged to one was for 1 full year. It was run by the girl and she worked her ass off to make sure everyone of her small group of members were treated with the utmost care. Emails were a pain for her during work so she put up a personal forum which she posted answers with in 10 minutes. her site was updated weekly every week on the dime. her live shows were always creative and she always took ideas for next weeks shows. anytime she got gifts she made sure to say thank you and use the gifts in the shows. it went a long way. Made me feel special, like i belonged there. It got to the point were all the members (30 of them) knew each other by name and the chats during the live shows were just that chats about everything. I mean it was crazy the girl woudl be nakid and the guys would be talking baseball. Well over time she had a baby and shut the site down. But that stuff goes far man. Any other site I never belonged to over 2 months. Never felt it was worth it. no matter what the price. LL are good an bad. after a while surfers dont want to pay for porn when they know they can get it for free. just like music. no one wants to pay for it now that they were able to get it for free. Most LL are bookmarked and hit daily by the same people. I have my 5 that I go to still to this day. I know the pics will be good and i wouldnt get blasted with pop ups. etc. Just my 2 cents.

basschick · 2005-05-21, 11:19 AM

the sites that retain the best for me have:

1. plenty of content within the niche advertised on the tour

2. regular updates

i notice the sites that are doing best for me don't have the extras like a "host" or massive plugins. the ones that do offer plugins make them definitely secondary. and important - if guys join your site to see big dick content, don't update with small dicks or lesbians - give them BIG DICKS. the same applies to all niches.

i think it comes down to this:
give your members plenty of what they joined for, and keep giving them more of it.

Mishi · 2005-05-22, 03:47 AM

Quote:

Originally Posted by emmanuelle

Accountability.

$20 is a lot of money to a lot of people. It's 2 back breaking hours on an assembly line, or 4 hours at the 7-11. As a site owner I am honored that they have given me their hard earned cash, and I consider it a responsibility to make sure that they receive the best possible value for that money.

All members receive immediate and personal responses to their emails. No form mail, no 3 day wait for a response.

We update on schedule like clockwork. Generous photo sets, great video clips, and 98% exclusive content.

We invite our members to submit requests, and we respond promptly. A member's fantasy is usually brought to life within 2 weeks, before his subscription expires.

Our most loyal members often find special thank yous in the site. From involving their username in a photoshoot, to a personal video clip thanking them for their support- mentioning them by name is a great way to make our members feel valued.

I'm not gonna give all our secrets away, but our affiliates can rest assured that we do everything humanly possible to ensure that our members remain happy for much longer than 30 days.

You make me proud to be an affiliate.

emmanuelle · 2005-05-22, 04:18 PM

Quote:

Originally Posted by Mishi

You make me proud to be an affiliate.

WOW- Thanks so much for saying that!

2005-05-20, 07:11 PM	#2
tickler If there is nobody out there, that's a lot of real estate going to waste! Join Date: Dec 2003 Posts: 2,177	I have to agree with emmanuelle that keeping the members involved seems to really help the retention. Prizes, giveaways, "be a pornstar" shoots, etc. Mainly only happens on amateur sites, but, I wonder how it would work out with a "live" webmistress on the more general/niche sites. __________________ Latina Twins, Solo, NN, Hardcore Latin Teen Cash

2005-05-21, 11:19 AM	#4
basschick Heh Heh Heh! Lisa! Vampires are make believe, just like elves and gremlins and eskimos! Join Date: Sep 2003 Posts: 77	the sites that retain the best for me have: 1. plenty of content within the niche advertised on the tour 2. regular updates i notice the sites that are doing best for me don't have the extras like a "host" or massive plugins. the ones that do offer plugins make them definitely secondary. and important - if guys join your site to see big dick content, don't update with small dicks or lesbians - give them BIG DICKS. the same applies to all niches. i think it comes down to this: give your members plenty of what they joined for, and keep giving them more of it. __________________ Promote our exclusive gay muscle site!

2005-05-20, 05:06 PM	#1
emmanuelle 0100011101100101011001010 1101011001000000100001101 1010000110100101100011 Join Date: Mar 2004 Location: Montreal Posts: 1,441	Accountability. $20 is a lot of money to a lot of people. It's 2 back breaking hours on an assembly line, or 4 hours at the 7-11. As a site owner I am honored that they have given me their hard earned cash, and I consider it a responsibility to make sure that they receive the best possible value for that money. All members receive immediate and personal responses to their emails. No form mail, no 3 day wait for a response. We update on schedule like clockwork. Generous photo sets, great video clips, and 98% exclusive content. We invite our members to submit requests, and we respond promptly. A member's fantasy is usually brought to life within 2 weeks, before his subscription expires. Our most loyal members often find special thank yous in the site. From involving their username in a photoshoot, to a personal video clip thanking them for their support- mentioning them by name is a great way to make our members feel valued. I'm not gonna give all our secrets away, but our affiliates can rest assured that we do everything humanly possible to ensure that our members remain happy for much longer than 30 days.