Ep 187: How to Apply the Retention Accelerator Framework to Onboarding
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How to Apply the Retention Accelerator Framework to Onboarding
Most memberships start strong.
Then… they churn.
It’s not because your content isn’t good.
It’s because your onboarding isn’t working.
If new members don’t get clarity, confidence, and connection in week one, they’ll disappear by week four.
That’s why onboarding is the most critical part of your member journey and where I recommend you start.
Here’s how to apply the Retention Accelerator Framework to audit and improve your onboarding.
1. Results – Are You Removing Friction?
Before members can make progress, you have to remove what’s in their way.
Friction shows up as:
Confusion about what to do next
Overwhelm after joining
No obvious path to success
Lack of belief that results are possible
Ask yourself:
When onboarding ends, do they know their next step?
Have I set them up for a fast win?
Do they trust that this works for them?
If they finish onboarding and binge Netflix instead of taking action, friction stopped them.
And your churn rate will show it.
2. Recognition – Are You Making It Personal?
Recognition drives retention.
Not rewards… recognition.
Look for ways to:
Personalize the journey (based on experience level or learning style)
Recommend what’s next based on where they are
Celebrate wins big and small like assessment completions or achieving milestones
Make sure they feel seen, guided, and supported
It doesn’t have to be fancy.
A Bonjoro welcome video.
A thoughtful email.
A tailored suggestion.
Progress feels more possible when members feel noticed.
3. Relationship – Are You Creating Connection?
Connection is what keeps people coming back.
Onboarding is your chance to create it early.
Show them:
More of you than your marketing ever did
The faces behind the team (and why they matter)
How to plug into the community, not just make a profile
Stories from real members they can relate to
This is what shifts a transaction into a relationship.
And relationships drive retention.
Why This Framework Matters
If you’re losing members in month one, start here.
Your onboarding must do three things:
Remove friction so members take action
Personalize the journey so they feel seen
Build connection so they feel like they belong
Every part of your member experience should be audited through this lens.
But onboarding is where it counts most.
Want help applying this to your onboarding?
If you want hands-on support creating an onboarding experience that improves retention,
join me inside RETAIN at joinretain.com
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