Member Experience Skill

Core Philosophy

Every interaction shapes a member's relationship with the community. The goal is to create a journey that transforms curious visitors into engaged participants, and engaged participants into passionate advocates. This happens through intentional design, not accident.

The Member Journey

Journey Stages

## 1. Discovery
Member finds out about tacosdedatos
- Social media, word of mouth, search
- Goal: Curiosity and interest

## 2. Joining
Member creates account and enters community
- Registration, verification, first visit
- Goal: Smooth, welcoming entry

## 3. Orientation
Member learns how the community works
- Welcome message, rules, navigation
- Goal: Clarity and confidence

## 4. First Value
Member gets something useful
- Answered question, helpful resource
- Goal: "This is worth my time"

## 5. Participation
Member starts contributing
- Asking, answering, sharing
- Goal: Feel part of the community

## 6. Belonging
Member identifies with the community
- Regular engagement, relationships
- Goal: "This is my community"

## 7. Advocacy
Member promotes and defends the community
- Referrals, content creation, leadership
- Goal: Active ambassador

Journey Mapping Template

## Stage: [Stage Name]

**What member does**: [Actions]
**What member feels**: [Emotions]
**What member needs**: [Support required]
**Touchpoints**: [Where interactions happen]
**Pain points**: [Friction or confusion]
**Opportunities**: [Ways to improve]
**Success metric**: [How we measure]

Onboarding Excellence

The First 15 Minutes

Research shows that getting new members chatting within their first 15 minutes dramatically increases retention. Every second counts.

## Immediate Actions (0-15 min)

1. **Instant Welcome** (0 min)
   - Automated DM with friendly greeting
   - Quick orientation guide
   - One clear action to take

2. **Introduction Prompt** (5 min)
   - Channel mention to introduce themselves
   - Easy template to follow
   - Example from existing member

3. **First Response** (10 min)
   - Human moderator responds
   - Genuine, personalized welcome
   - Asks follow-up question

4. **Connection** (15 min)
   - Tag relevant channels/resources
   - Connect with similar members
   - Invite to active discussion

Welcome Message Template

# ¡Bienvenido/a a tacosdedatos! 🌮📊

¡Hola! Me alegra que estés aquí.

## Primeros pasos

1. **Preséntate** en #presentaciones
   Cuéntanos: ¿De dónde eres? ¿Qué te interesa? ¿Qué te trae aquí?

2. **Lee las reglas** en #reglas
   Son pocas y simples, pero importantes.

3. **Explora**
   - #recursos para materiales útiles
   - #ayuda para preguntas
   - #proyectos para inspiración

## ¿Necesitas algo?

Puedes escribirme directamente o preguntar en cualquier canal.

¡Bienvenido/a a la comunidad! 🎉

Onboarding Checklist

## New Member Onboarding Tracking

Day 0:
□ Received welcome message
□ Verified account (if required)
□ Posted introduction
□ Received human response to intro

Day 1-3:
□ Explored at least 3 channels
□ Liked/reacted to content
□ Asked or answered a question

Week 1:
□ Participated in 2+ conversations
□ Found relevant resources
□ Connected with at least 1 member

Month 1:
□ Returned multiple times
□ Made meaningful contribution
□ Shows signs of belonging

Onboarding Automation Ideas

## Automated Touchpoints

Day 1:
- Welcome DM (immediate)
- Intro channel nudge (if no intro after 2 hours)

Day 3:
- Check-in DM: "¿Cómo te va? ¿Has encontrado lo que buscas?"
- Resource recommendation based on intro

Day 7:
- Weekly digest of highlights
- Invitation to upcoming event

Day 14:
- Feedback request: "¿Qué podemos mejorar?"
- Advanced resource suggestions

Day 30:
- Celebration: "¡Un mes con nosotros! 🎉"
- Contributor program invitation (if active)

Retention Strategies

Understanding Churn

## Why Members Leave

1. **No Value Found**
   - Didn't find answers
   - Content not relevant
   - Expectations mismatch

2. **Felt Unwelcome**
   - Ignored questions
   - Hostile environment
   - Intimidating experts

3. **Life Changes**
   - Changed roles/interests
   - Less time available
   - Natural life cycle

4. **Found Alternative**
   - Better community
   - Different platform preference
   - Outgrew the community

## Early Warning Signs
- Activity suddenly drops
- Stops responding to mentions
- Negative sentiment in messages
- Unanswered questions
- Silent for 14+ days (previously active)

Retention Tactics

## Proactive Retention

1. **Value Delivery**
   - Regular useful content
   - Quick question responses
   - Relevant resources

2. **Connection Building**
   - Introduce members with shared interests
   - Facilitate relationships
   - Create shared experiences (events)

3. **Recognition**
   - Acknowledge contributions
   - Celebrate milestones
   - Feature member work

4. **Feedback Loops**
   - Regular surveys
   - Act on feedback visibly
   - Close the loop

5. **Re-engagement**
   - "We miss you" messages
   - Share what they've missed
   - Personal outreach from moderators

Win-Back Campaign

## Reaching Inactive Members

Trigger: No activity for 30+ days (was previously active)

## Message Template

Asunto: Te echamos de menos en tacosdedatos 🌮

¡Hola [Nombre]!

Hace tiempo que no te vemos por la comunidad. Espero que todo esté bien.

Mientras tanto, algunas cosas que han pasado:
- [Highlight 1 - event or discussion]
- [Highlight 2 - resource or project]
- [Highlight 3 - community milestone]

Si hay algo que podamos hacer diferente, me encantaría escucharte.

¡Esperamos verte pronto!

[Nombre del Community Manager]
P.D. Si ya no te interesa participar, lo entendemos. Puedes ignorar este mensaje.

Feedback Collection

Types of Feedback

## Feedback Methods

1. **Passive Collection**
   - Sentiment analysis of messages
   - Usage analytics
   - Drop-off points

2. **Active Collection**
   - Surveys
   - Direct questions
   - Suggestion channels

3. **Reactive Collection**
   - Support tickets
   - Complaints
   - Exit interviews

Survey Best Practices

## Survey Guidelines

1. **Keep it Short**
   - Max 5 questions
   - 2-3 minutes to complete
   - Mobile-friendly

2. **Ask the Right Questions**
   - Mix of quantitative (scale) and qualitative (open)
   - Specific, not vague
   - Actionable answers

3. **Time it Right**
   - After onboarding (week 1)
   - After events
   - Quarterly general survey
   - Not too often (survey fatigue)

4. **Close the Loop**
   - Share what you learned
   - Show changes made
   - Thank participants

NPS Survey Template

# Net Promoter Score Survey

## The Question

En una escala del 0 al 10, ¿qué tan probable es que recomiendes tacosdedatos a un/a colega?

0 - Nada probable  |  10 - Muy probable

[0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]

## Follow-up

### For Detractors (0-6):
¿Qué tendríamos que cambiar para que nos recomendaras?

### For Passives (7-8):
¿Qué nos falta para ser una comunidad que recomendarías sin dudar?

### For Promoters (9-10):
¿Qué es lo que más valoras de la comunidad?

## Optional
¿Hay algo más que quieras compartir?

Feedback Response Framework

## Handling Feedback

1. **Acknowledge**
   "Gracias por compartir esto. Te escucho."

2. **Clarify** (if needed)
   "Para entender mejor, ¿podrías darme un ejemplo?"

3. **Categorize**
   - Quick fix (do now)
   - Planned improvement (add to roadmap)
   - Can't change (explain why)
   - Need more input (investigate)

4. **Respond**
   "Esto es lo que vamos a hacer / por qué no podemos..."

5. **Follow Up**
   "¿Viste el cambio que hicimos basado en tu feedback?"

Member Segmentation

Engagement Segments

## Segment Definitions

1. **Lurkers** (View only)
   - Read but don't post
   - Valuable audience
   - Nudge occasionally, don't pressure

2. **Occasional** (Monthly active)
   - Participate when relevant
   - Consistent but not frequent
   - Keep them informed

3. **Regular** (Weekly active)
   - Predictable participation
   - Core community members
   - Invest in relationships

4. **Power Users** (Daily active)
   - High engagement
   - Influencers in community
   - Partner with them

5. **Champions** (Leaders)
   - Actively grow community
   - Create content, help others
   - Empower and recognize

Segment-Specific Strategies

## Tailored Approaches

**Lurkers**
- Lower barrier content (polls, reactions)
- Highlight that questions are welcome
- Success stories from others who started lurking

**Occasional**
- Event invitations
- Monthly digests
- "Best of" summaries

**Regular**
- Recognition for contributions
- Early access to content
- Community input opportunities

**Power Users**
- Moderation opportunities
- Content collaboration
- Strategic input

**Champions**
- Leadership roles
- Speaking opportunities
- Ambassador program

Member Success Metrics

Individual Member Metrics

## Tracking Member Health

Engagement Score (composite):
- Messages sent
- Reactions given
- Questions asked/answered
- Event attendance
- Days active

Risk Indicators:
- Declining activity trend
- Ignored messages
- Negative sentiment
- Support issues unresolved

Success Indicators:
- Increasing engagement
- Helping others
- Creating content
- Referring new members

Community-Level Metrics

## Member Experience KPIs

Acquisition:
- New member sign-ups (weekly/monthly)
- Acquisition source
- Conversion rate (visitor → member)

Activation:
- Time to first message
- First-week engagement rate
- Onboarding completion rate

Retention:
- DAU/MAU ratio
- 7/30/90 day retention
- Churn rate (% lost monthly)

Satisfaction:
- NPS score
- Survey satisfaction scores
- Support resolution time

Advocacy:
- Referral rate
- User-generated content
- Ambassador program size

Personalization at Scale

Personalization Opportunities

## Where to Personalize

1. **Welcome Messages**
   - Use their name
   - Reference how they joined
   - Tailor to their stated interests

2. **Content Recommendations**
   - Based on stated interests
   - Based on engagement history
   - Based on questions asked

3. **Event Invitations**
   - Match topic to interests
   - Consider timezone
   - Account for past attendance

4. **Re-engagement**
   - Reference specific past contributions
   - Highlight what they've missed
   - Connect to their expressed goals

Templates with Personalization

## Personalized Check-In

¡Hola [Nombre]!

Vi que te uniste hace [tiempo] interesado/a en [tema del intro].

¿Has encontrado lo que buscabas? Si no, me encantaría ayudarte.

Basado en tu interés en [tema], te recomiendo:
- [Recurso relevante 1]
- [Canal relevante]
- [Evento próximo relacionado]

¿Hay algo específico que te gustaría aprender o encontrar?

[Firma]

Member Experience Principles

The CARE Framework

## C - Connect
Make members feel seen and valued
- Personalized interactions
- Genuine interest in their journey
- Create belonging

## A - Assist
Remove friction and provide help
- Fast response to questions
- Clear navigation
- Proactive support

## R - Recognize
Celebrate contributions and milestones
- Public appreciation
- Role advancement
- Exclusive opportunities

## E - Empower
Enable members to contribute and lead
- Easy ways to help others
- Paths to leadership
- Co-creation opportunities

Resources

• Teachfloor Community Manager Guide
• HubSpot Community Management Tips
• Bevy Essential CM Skills 2025
• Ossisto Community Engagement Guide