Enhanced experience
CTC - Increasing renewals and building membership year on year
CTC is the country’s largest group of people on bikes, representing the interests of cyclists since 1878. Their mission is to make cycling enjoyable, safe and welcoming for all through the CTC Charitable Trust.
The need:
To provide a reliable platform on which to build the membership base — increasing renewals (especially after 1st year of membership) and membership by 5% year on year. A further objective was to update all systems and technology, reduce complaints and provide excellent customer service.
The solution:
- Drive recruitment via email broadcasts on ‘member get member’ and family discounts
- Answer all member communication by phone, email, post and fax
- Fulfil all new member packs and information packs, dispatch three times a week, and renewal mailings 5-6 weeks prior to renewal
- Administer all financial transactions for individual members and clubs
- Administer ticket booking for events programme
- Support tactical marketing campaigns
- Chase members and lapsed members for renewal by email & post
- Provide reporting on our activity
The impact:
Membership is now at its highest ever level, with the 2006 growth target exceeded (8% membership increase). And real, sustained growth has been achieved for the first time in 3 years. In addition CTC has seen a reduction in complaints and received positive anecdotal feedback from members. The improved technology and systems help deliver outstanding service levels, and high quality feedback and reporting.
To hear more on the powerful effect of efficient customer management, contact us on 020 8843 8750.