Webinar Wednesday 128 – January 26, 2022

Profile Page: Display Member’s Additional Service Areas (00:01:34)

• The multi-location listings add-on allows members to be found in location searches beyond their main office address, and now it is possible to display those locations on the members’ profile page, giving them more visibility on the website (00:01:47).
• With this add-on, members can select additional areas they service, and this information can be displayed on their profile page, which is also beneficial for SEO as it adds unique and specific keywords to the page (00:01:54).
• To display the additional service areas on a member’s profile page, it is necessary to have the multi-location listings add-on enabled and then edit the membership plan to allow members to select additional service areas (00:03:55).
• In the membership plan settings, there is a new position available in the overview tab where the list of service areas can be displayed, and this can be customized to appear in any order (00:04:26).
• The text label for the additional service areas can be edited to say whatever is desired, and the changes can be saved and reflected on the member’s profile page (00:05:03).
• The ability to display additional service areas on the profile page is connected to the multi-location listings add-on, and it can be configured to show the locations in the overview tab, making it easier for visitors to find the information (00:02:42).

New Webhook Events – Send Data From: Lead Forms, When Members Update Data, When Posts Created (00:05:11)

• New webhook events have been added to send data from lead forms, member updates, and post creations to third-party solutions like Zapier or Pably, allowing for more flexibility in data management (00:05:13).
• The “Get Matched” lead form can now send data to third-party solutions, enabling the transfer of lead form submissions to external platforms for further processing (00:05:47).
• When members update their data, the updated information can be sent to third-party solutions using webhooks, including contact details, additional details, and “about me” form submissions (00:06:38).
• Posts created by members, including job posts, event posts, articles, and photo albums, can now be sent to third-party solutions using webhooks, allowing for real-time data transfer (00:07:58).
• Smart list data will soon be able to be sent to third-party solutions like Zapier, enabling the creation of custom smart lists and the transfer of data to external platforms (00:08:46).
• The new webhook events provide more options for sending data out of the website to third-party solutions, with future developments focusing on sending data into the website (00:05:26).
• The developer hub provides access to webhooks, where users can enable and configure the new webhook events to send data to third-party solutions (00:06:13).

Easier Form Fields: Google ReCaptcha, Honeypot, 3 Text Editors (and Price Field coming soon) (00:09:16)

• The form manager has been updated with new features, including Google ReCAPTCHA and Honeypot (computing) fields to minimize or prevent spammers, as well as three text editors that provide functionality such as uploading images, with a price field coming soon (00:09:16).
• The three text editors available are the regular text editor, the text editor with image upload, and the text editor with access to the media manager, which can be selected based on the needs of the members and the type of content being created (00:10:27).
• The security features, including Google ReCaptcha and Honeypot, can be easily added to forms without requiring custom coding, making it simpler to prevent spam (00:11:13).
• The text editors and security features are available as simple form fields that can be selected, eliminating the need for custom HTML fields, which were previously confusing (00:09:42).
• A price field is coming soon, which will allow users to easily input prices without requiring customizations, making it a convenient feature for posting classifieds and other types of content (00:11:26).

Post Comments: Display Badges with Comments (00:11:49)

• Post comments will soon have several new features, including the display of badges with comments, which is an add-on for members who are verified based on their membership plan (00:11:49).
• The badges will be displayed next to the member’s name in the comments section, adding more weight or value to the comments left by verified members (00:12:17).
• The display of badges with comments is already released, and members can have badges if they are verified based on their membership plan, with the badges now displaying with the comments (00:11:57).
• Additionally, the ability to sort and filter comments on the front end of the website is coming soon, allowing for more organization and management of comments (00:12:07).
• The new features are designed to enhance the value and credibility of comments left by members, particularly those who are verified or have a specific membership plan (00:12:25).

Post Comments: Sort & Filter (coming soon) (00:12:35)

• A new feature is coming soon, which is a filter that allows users to sort comments, enabling members and visitors to arrange comments based on oldest, newest, and most replies (00:12:37).
• The sorting feature will facilitate quick searches for comments, and users can also perform keyword searches to find specific comments, with the system highlighting the searched keyword in the comment threads (00:12:40).
• The keyword search function will be useful for finding comments related to specific products or job listings, allowing users to quickly identify relevant comments by searching for keywords (00:12:43).
• The feature will keep all comment threads that contain the searched keyword, making it easier for users to find the information they need (00:12:47).
• The ability to search and sort comments will be a useful tool, especially for product pages or job listings where people have left comments, and users can quickly search for keywords to find relevant information (00:12:51).
• The new feature is expected to be released soon, providing users with a more efficient way to navigate and find specific comments (00:13:12).

Post Comments: Star Rating with Comments (coming soon) (00:13:14)

• The feature to enable Star (classification) with comments is still under development and is expected to be released soon, allowing members to leave comments with star ratings for certain post types (00:13:15).
• When this feature is released, it will include a sort function based on star ratings, which will be useful for post types such as product listings where members can rate and leave comments (00:13:40).
• The star rating with comments feature will not only be limited to default post types, but members will also be able to create custom post types that can have star ratings and comments (00:13:47).
• This feature will enable both members and posts to have star ratings, making it a useful tool for member engagement and feedback (00:13:58).
• In addition to the star rating with comments feature, two new add-ons are also expected to be released soon, with the release dates scheduled for February, as mentioned in a recent newsletter (00:14:06).

File Uploads For Forms (00:14:14)

• The ability to include file upload fields with forms is a new feature, which is expected to alleviate some pain points by reducing the need to refer people to the BD marketplace to work with a developer (00:14:15).
• This feature allows users to create a custom form or update an existing default form and add file upload fields, enabling visitors to add files such as a resume or an image of their project (00:14:39).
• The file upload fields can be used to improve communication between the person filling out the form and the website owner, and can also be used in lead forms to allow members to add pictures of their project (00:14:51).
• The addition of file upload fields can encourage members to purchase more leads, as they will have more information about the project, including photos (00:15:08).
• This feature is expected to be released mid-February, with final security checks and other details currently being worked on (00:15:13).

Member Credits System (00:15:23)

• The member credit system is a new feature that allows website owners to manually assign credits to members, which can be used for future purchases on the website, such as upgrading, paying per post, or purchasing digital products, and this feature is expected to be released in the first week or two of February (00:15:24).
• Members will be able to see their available credits, and website admins can add credits manually for a member, with the option to add an internal note, and credits can be used to smooth over billing discrepancies or issues (00:16:16).
• The credit system will have a tab under the transactions tab, where members can view their credit history, including when they received credits, used credits, and other credit-related transactions (00:16:33).
• Credits can be used to purchase items such as classified listings, and members can use their credits to pay for these items without having to use their own money, with the credits being deducted from their total available credits (00:17:36).
• Website owners can also grant credits to members during the sign-up process, or as a reward for certain actions, such as upgrading or signing up, and members can use these credits to make purchases on the website (00:19:17).
• The membership plan allows assigning credits to members, which can be used to incentivize people to sign up to the site, and members can earn credits when they sign up or upgrade their plan (00:19:34).
• The free account membership plan has options to display available credits inside the member’s dashboard and reward credits after sign up, such as assigning $100 worth of credits to new members (00:20:02).
• Members can use their credits to purchase leads or pay for posts on the site, and the credits can also be used to upgrade their membership plan (00:20:10).
• A referral system will be implemented in phase two, allowing members to earn credits by referring new signups to the site, with an input field for the referral ID and the ability to give credits to the member who referred the new signup (00:20:57).
• The member credit system will be rolled out in two phases, with phase one launching in mid-February, and it is expected to have a lot of use cases and provide a valuable addition to the site (00:22:44).
• Members can use their credits to upgrade their plan, and the system will deduct the required amount from their available credits, with the remaining credits still available for use (00:22:03).
• The site will also allow members to put a credit card on file and use their credits to pay for upgrades or purchases, with the credit card being used for paid subscriptions (00:22:14).

5 Lessons From Managing a Membership Website (00:22:59)

• The topic of discussion is “5 Lessons From Managing a Membership Website”, which is expected to be particularly beneficial for new users who are just launching their membership websites (00:23:09).
• The idea of discussing lessons learned from managing a membership website is inspired by the theme of New Year’s resolutions, as it is the first webinar of the new year (00:23:19).
• The goal is to take a step back, reflect on past experiences, and extract valuable lessons from managing a membership website, whether it is the first, second, or third one (00:23:30).
• The discussion aims to be relevant not only to new users but also to those who have had their membership website online for a few weeks, months, or years, and invites them to share their own lessons learned (00:23:45).

1) Launch Fast & Make Gradual Improvements (00:23:58)

• Launching a website or a product quickly and making gradual improvements along the way is crucial, as perfection is the enemy of progress, and the goal is to create a minimal viable product (MVP) that can be launched with the least amount of effort and time, (00:24:00)
• A good benchmark to aim for is to get the website 80% set up, with most features in place, but still room for improvements and tweaks, and then launch and gather early feedback from visitors and members to make updates, (00:24:27)
• Launching fast and making gradual improvements allows for gathering early feedback, fine-tuning talking points, sales pitch, and marketing materials, and making changes sooner rather than later to avoid investing time and energy into something that may need to be changed, (00:25:16)
• The concept of MVP can be applied not only to the entire website project but also to a part of the website, such as an add-on, to release a minimal viable product, gather feedback, and avoid over-developing or over-investing in something that may not be needed, (00:25:41)
• Releasing a minimal viable product for an add-on or a feature allows for feedback and improvements to be made in phases, such as phase one, phase two, and phase three, with additional changes rolled out after gathering feedback from users, (00:26:23)

Learn More (00:26:37)

• The concept of early member feedback is valuable, and every membership program needs a beta launch to achieve specific goals, which can also be accomplished by launching early with a minimal viable product and making changes along the way (00:26:38).
• A beta launch, or an early launch with a minimal viable product, allows for the collection of feedback and making changes to improve the program, and its benefits include the ability to roll out changes and gather metrics and key performance indicators (Performance indicator) (00:26:48).
• The process of a beta launch involves setting goals, understanding the benefits of the launch, and determining the metrics and KPIs to look out for during the initial launch process, which is crucial for the success of the membership program (00:27:01).
• The beta launch process also involves identifying the feedback to look out for during the initial launch, which helps in making informed decisions to improve the program, and this can be achieved by launching early and making changes based on the feedback received (00:27:05).
• The overall objective of a beta launch is to ensure the membership program meets its intended goals and provides value to its members, which can be achieved by following a structured approach to the launch and continuously gathering and incorporating feedback (00:27:11).

2) Solid Onboarding Increases Retention (00:27:16)

• Solid onboarding is crucial for increasing retention, and preparation is key to success, not just for website owners, but also for members, as it sets them up for success and helps them understand the value of their membership (00:27:18).
• Providing members with simple first steps and not bombarding them with too much information is essential, as overwhelmed and confused members are more likely to cancel their membership early (00:27:50).
• Happier and more engaged members mean less overall work, as they are more likely to be self-sufficient and require less support, resulting in fewer support inquiries and cancellation requests (00:28:18).
• The onboarding process should start as early as possible, even from the home page, and should be thought of as an educational experience, letting members know what to do next and what to expect (00:29:22).
• Educating members on how to use the site and what they can get out of it is vital, and simple steps such as welcome emails and short video tutorials can go a long way in setting them up for success (00:30:11).
• Implementing good welcome emails and a one to two-minute video explaining the site and its features can significantly improve the member experience, leading to increased retention and reduced cancellations (00:30:55).
• Onboarding is an ongoing process that starts from the awareness stage, and compelling members to sign up by showing them the value of the site is essential, as it sets the tone for their overall experience (00:29:30).

Learn More (00:31:16)

• A previous tip of the week covered how to onboard new members with an inviting welcome plan, which includes aspects such as the welcome email, email sequence, and things to think about before setting up the onboarding plan (00:31:18).
• The onboarding plan involves defining the audience, their expectations, and how to meet and exceed those expectations, as well as deciding what kind of assets to include, such as an initial welcome email or a drawn-out process with follow-up phone calls (00:31:27).
• The plan may also involve drip-feeding members with a series of emails to ensure they are happy with the services and are utilizing them correctly, which can lead to happier members and positive word of mouth advertising (00:32:01).
• By nailing the onboarding and welcome plan, members are more likely to get the most out of the services, engage with them, and understand how to use them, ultimately leading to a better overall experience (00:32:12).
• Effective onboarding and welcome plans can result in members who are satisfied with the services, know how to use them, and are likely to spread the word about the benefits of the service, which can contribute to the growth and success of the organization (00:32:27).

3) Brilliant Customer Service Pays Dividends (00:32:38)

• Brilliant customer service pays dividends, as it takes months to find a customer but only seconds to lose one, and members will always have problems, whether they are website visitors or members, (00:32:43)
• The way problems are handled and the resolutions provided are what members will remember more than the problem itself, and exceptional customer service can turn upset members into advocates, (00:33:10)
• Members who get the most upset are often the most passionate about the product and had high expectations, and providing them with exceptional customer service can turn them into the biggest advocates, (00:33:30)
• Turning members into advocates can lower the cost per acquisition, as using existing members to bring in new members is cheaper and increases revenue, (00:34:14)
• When dealing with customer service issues, it is essential to put oneself in the member’s mind and think about how they would want the issue to be resolved and what it would take to wow them with the customer service experience, (00:34:52)
• Providing exceptional customer service may require a little extra work, but it can make members feel special and increase the chances of them telling others about the website and community, (00:35:11)
• Launching a membership or directory site requires creating customer service experiences, as simply creating the website is not enough, and being proactive and reaching out to new sign-ups is necessary to get feedback and create a positive experience, (00:35:41)
• To improve customer service, it is essential to create engagement opportunities by reaching out to members, gaining feedback, building loyalty and trust, and creating evangelists, which can be achieved by calling members who cancel and asking for feedback on their experience (00:36:19).
• Creating touch points with members is crucial to provide exceptional customer service, which can be done by sending simple emails, using chat tools on the site, or opening up channels of communication to engage with members and build a relationship with them (00:37:10).
• Exceptional customer service can turn members into advertisers, lowering the cost per acquisition, whether it’s through paid advertising or the time spent on the site, and word of mouth referrals can save time and money for acquiring new members (00:37:42).
• Providing customer service is not just about waiting for things to happen on the site, but rather being proactive and creating opportunities to engage with members, which can help to build a community and create a personality behind the site (00:36:36).
• Reaching out to members and creating touch points can help to prevent cancellations and improve the overall experience for members, which can lead to increased loyalty and trust in the site (00:36:27).
• Creating customer service touch points is essential for customer service to exist in the first place, and it can be achieved by being proactive and engaging with members through various channels of communication (00:37:35).

Learn More (00:38:28)

• The existence of a service is a fundamental aspect that enables various features to function, and understanding this concept is crucial (00:38:28).
• Customer service is not limited to just replying to customer or member inquiries, but it also encompasses getting personal with them, noticing active members, and celebrating their achievements (00:38:42).
• The concept of customer service is broader and includes promoting member-contributed content, cultivating the community, and energizing it as a whole, which can be explored in more detail through a relevant article (00:38:49).
• Reading the article can provide new ideas on how to invigorate the community and improve overall engagement, making it a valuable resource for those looking to enhance their community’s experience (00:39:03).

4) It Takes Work (00:39:13)

• Launching and managing a membership website requires a significant amount of time and effort, and it is essential to think of the website as a business, regardless of whether its primary goal is to generate revenue or not (00:39:13).
• One of the most common reasons why some membership websites and directory websites do not succeed is that their owners do not treat them as businesses and do not put in the necessary time and effort to launch and manage them effectively (00:39:55).
• Running a business, whether it is a side hustle or a full-time job, takes work, and the level of success achieved will depend on the amount of time and effort invested in launching and managing the website and community (00:40:30).
• Initially, it is necessary to bring awareness to the website and community, convince visitors to join, and then maintain member engagement to ensure the community grows and flourishes (00:40:50).
• Having a successful membership website and community can bring many rewards, including recurring revenue, freedom, and flexibility, as well as the satisfaction of providing value to members and the community (00:41:26).
• To achieve success, it is essential to work smarter, not necessarily harder, by finding ways to simplify tasks and bring them to their lowest common denominator, whether it is marketing or maintaining member engagement (00:42:34).

Learn More (00:42:59)

• The concept of five daily tasks for membership website owners is discussed as a valuable tip for managing a website, providing shortcuts to achieve tasks such as maintaining a marketing pulse and recruiting new members with minimal energy, time, and effort (00:43:00).
• These tasks are not limited to being performed daily, but can also be done once a week or every other week, and can make a significant difference for the community (00:43:52).
• The idea of working smarter, not harder, is emphasized, especially for individuals who handle multiple responsibilities such as creating content, customer service, and marketing on their own (00:43:31).
• The tip of the week is considered a valuable resource, offering a practical approach to tackling tasks and maintaining a successful membership website (00:44:00).

5) Ask Yourself the Right Question (00:44:08)

• When creating a membership website, it is essential to ask the right questions, such as how many members can be attracted, rather than focusing solely on potential earnings, as this will help determine the value that needs to be provided to bring people to the website (00:44:14).
• The key to attracting members is to offer something of value that people really want or need, and to understand who the target audience is and what they are after, which will help in providing valuable content and services (00:44:38).
• Instead of asking how much money can be made, it is more important to consider what can be provided to members that they will be willing to pay for, whether it’s a one-time payment or an ongoing membership with recurring fees (00:45:26).
• The focus should be on providing enough value to members and prospective members, so they are willing to pay for what they are getting out of the website, and this requires consistently providing valuable content and services (00:45:44).
• The onboarding process and sign-up process are crucial in compelling people to sign up and complete their profiles, and the website owner should be able to connect with their community and engage them with the resources provided (00:46:07).
• Ultimately, the goal is to create a beneficial experience for both the website owner and the members, where the website owner gets the most out of the experience and the members receive valuable content and services (00:46:44).

Learn More (00:46:47)

• The discussion revolves around creating a community atmosphere and getting in front of the target audience, which was also a topic in a previous tip of the week that provided five tips for attracting new members to a website (00:46:52).
• The tip of the week took a holistic approach, focusing on creating a community atmosphere, bringing influencers into the fold, and turning successful members into walking advertisements, as well as upsell techniques and creating individual relationships with members (00:47:05).
• The presentation covers topics such as creating relationships between members and with the community, and having a person behind the scenes who cares about the members and the community (00:47:30).
• The audience is asked to share one thing they wish they knew when starting their membership community or website, and to share things they have learned during their journey about starting a business and creating a website (00:47:55).
• The audience is encouraged to participate, with some members having their microphones unmuted to share their thoughts, such as Steven, who is asked to share his thoughts after having his microphone unmuted (00:48:20).

Lesson From BD User: Don’t spend too much on customizations before you get some initial feedback from your users (00:48:25)

• When launching a website, it’s essential to avoid spending too much on customizations before getting initial feedback from users, as this can lead to unnecessary expenses on features that may not be used in the long run (00:48:33).
• The importance of gathering feedback from users is highlighted, as it can help determine the actual needs of the site and its members, preventing unnecessary customizations (00:49:02).
• Having a clear understanding of what members want and need can help identify the most useful customizations to implement, and it’s possible to have a better picture of the necessary customizations after the site has evolved and feedback has been gathered (00:49:42).
• It’s not necessary to complete all customizations at once, and it’s possible to foresee and plan for future customizations that will have a lasting impact on the site (00:49:45).
• The experience of launching a website and learning from the process can provide valuable wisdom, and it’s essential to be open to evolving and adjusting the site based on user feedback and changing needs (00:50:01).

Lesson From BD User: You must be passionate and/or knowledgable about your target niche/industry (00:50:08)

• Creating a website for a niche or industry requires being passionate and knowledgeable about the subject, as content is key to attracting and retaining customers, and being able to answer questions and show up in search results is highly valuable (00:50:39).
• Using the stock website as much as possible and avoiding unnecessary customization is recommended, unless it is absolutely necessary, as it can save time and effort in the long run (00:50:28).
• Having a wealth of knowledge and making the website a beacon of information for the industry or community can establish trust and authority, which is essential for keeping customers coming back and driving business (00:52:26).
• Finding a niche by accident can be beneficial, as it can lead to unexpected opportunities and leads, such as the example of a website for an auto dealership that started receiving calls for discontinued auto parts (00:52:52).
• Building a website that can handle a wide range of customer inquiries and providing valuable content can help establish the website as a go-to resource for the industry, and 80% of website traffic is research-based, not focused on making a purchase (00:54:14).
• Using software to identify and answer questions related to the niche or industry can help generate leads and drive business, and creating content that addresses the needs and wants of customers can help connect them with professionals in the industry (00:54:35).
• Focusing on lead generation and creating content that moves the needle can be an effective strategy for attracting consumers and connecting them with professionals, and building lead generation websites can be a lucrative business (00:54:57).

3 Formulas To Generate $5,000 In Membership Fees (00:55:12)

• The goal is to have one customer who pays a significant amount, such as $5,000 per month, rather than having many customers who pay smaller amounts, and this approach has been successful with all sites now revolving around one client who pays for leads (00:55:30).
• The philosophy behind this approach is to focus on providing excellent service to a single high-paying client, rather than trying to serve a large number of lower-paying clients, and this has been a key takeaway from a previous class (00:55:38).
• The strategy involves using online platforms, such as forums and posts, to stimulate leads and answer questions, which serves as a marketing tool, and also utilizing a little bit of Google Ads to “feed the beast” and maintain a strong online presence (00:56:33).
• The key to success is figuring out the niche and identifying the ideal client to work with, as well as determining the services to provide and how to continuously generate leads, which has been a great journey of discovery (00:56:22).
• The approach has been successful, with all sites now generating significant revenue from a single high-paying client, and it is a great example of how to create a successful business model by focusing on high-value clients (00:56:08).

Lesson From BD User: The BD platform can do anything (00:57:05)

• The main concern for people using directory software is whether it is worth the investment, and the answer is yes, as it can be used for any niche or business model (00:57:06).
• A common issue people face when considering directory software is determining if it will work for their specific niche, but the software is versatile and can be used for any niche or business model (00:57:15).
• Another concern is whether the design of the directory software is suitable, but many instances have shown that even with minimal design efforts, the software can generate significant revenue, and the design can always be modified later (00:57:43).
• People also wonder if the directory software has enough features, but the software is constantly being updated with new features, with over 1500 feature add-ons added last year, making it likely that it will have the features needed in the future (00:58:35).
• The directory software is also future-proof, allowing users to modify the code, add plug-ins, and make changes as needed, making it a flexible and adaptable platform (00:59:06).
• Additionally, the support provided is excellent, with a strong community and timely support, which is essential for businesses relying on the software (00:59:35).
• Overall, the directory software is a worthwhile investment, with its versatility, constant updates, and excellent support making it an ideal choice for businesses (01:00:10).
• The concept of a minimal viable product is discussed, emphasizing the importance of quickly succeeding or failing to avoid wasting time and money, and the benefit of failing fast is highlighted as it allows for the conservation of resources (01:00:43).
• The design of a website is not the most crucial aspect, as long as it can compel people to use the service, with the example of Craigslist being a basic but effective website (01:01:15).
• The importance of providing value to users and figuring out how to compel them to sign up and use the site is stressed, with suggestions to call people who cancel, connect with people before the sign-up process, and understand what they want to see in order to sign up (01:01:50).
• The platform is considered good for testing multiple ideas, and once a formula for running a membership site is figured out, it can be replicated in different markets, verticals, and industries, as mentioned by Vincent who services different industries such as pest control and auto parts (01:02:20).
• The webinar ran out of time and did not get to the Q&A session, but attendees are invited to join the Facebook group at brilliantdirectories.com/facebook to ask questions, and the next webinar will be in two weeks (01:02:50).