In the member retention process, how many follow-up calls should be made at 7, 18, and 28 days?

The correct approach to member retention emphasizes the importance of multiple follow-up calls. Making three follow-up calls at specific intervals—7, 18, and 28 days—ensures that members feel valued and supported during their decision-making process. Each call serves a distinct purpose: the first call at 7 days is crucial for initial engagement, addressing any immediate questions or concerns; the second call at 18 days reinforces the relationship and offers further assistance; and the third call at 28 days provides an opportunity to reaffirm the member’s commitment and resolve any lingering issues.

This multi-touch approach helps build rapport and demonstrates the organization's commitment to member satisfaction, ultimately enhancing retention rates. Engaging with members through these follow-up calls not only helps in addressing their needs but also fosters a stronger connection, making them more likely to continue their membership.