At some point, every membership owner ends up with a feature they’d love to get rid of. It takes too much time to run, a better version now exists, and most members have moved on. But a handful of people still use it, and they really like it.
So how do you take something away without annoying or alienating those members?
In this Ask Mike episode, I answer exactly that question from one of our live Membership Academy Q&A calls. I share how to work out whether a feature is worth keeping, and the phased approach we’ve used inside the Academy to retire old content without a single complaint.
In this episode:
- How to quantify who is actually using a feature before you decide its fate
- Why it matters whether a feature is 5% or 100% of a member’s experience
- The 10% rule of thumb for knowing when to make the call
- The three-phase overlap approach we used to replace the Growth Matrix with the Growth Roadmap
- The five things every member announcement about a change needs to cover
If you want our support to make these changes in your membership, join us at Membership Academy for the personal help you need to take action on your retention goals.
Key Quotes & Takeaways:
“There’s a big difference between taking away something that represents 100% of a member’s experience versus taking away something that represents just 5% of their experience.”
“Avoid the temptation to just delete the feature, delete the content that you know still has value, and just say to people, ‘Hey, now just go here.’”
“Not a single person has complained, not a single person has highlighted it, because we’ve taken the time. And I think that is the thing: patience, communication, and thinking about that transition.”
“You can’t be paying all the cost of having old stuff just because one or two people are still using it.”
You might also find useful:
Thank You For Listening
We really appreciate you choosing to listen to us and for supporting the podcast.
We would be eternally grateful if you would consider taking a minute or two to leave an honest review and rating for the show.
They’re extremely helpful when it comes to reaching our audience and we read each and every one personally!
Finally, don’t forget to subscribe to the podcast to make sure that you never miss an episode.
