If you have the resources, place a personal call to new members. Strong relationships are the key to a successful program. People will work hard for you if they like you and want you to succeed. Creating that personal connection and offering strong support early on is a fundamental part of building that relationship. You can also take this opportunity to reinforce your understanding of members’ goals and motivations.

If a personal call isn’t feasible, a Google hangout can facilitate early engagement and excitement. Set an agenda and give people time to plan. Include ‘homework’ before the call so that people can prepare.

Include an introduction to the wider organization into your onboarding process. Who should members contact when things go wrong or when they need to escalate a situation? How can they get product information in a timely manner or pass on feedback? Connect members with direct support channels if possible.

Consider including an early token of appreciation with your welcome pack. Branded swag may increase motivation and give visibility to your brand. It doesn’t have to be grandiose or expensive. Something small, like a handwritten note and stickers can go a long way. If your program is small and that’s not feasible, demonstrate early recognition by acting on feedback or showing strong support.