1. RETENTION BEST PRACTICES
Ruth Littlefield
Ruth Littlefield, IOM, CCE
Vice President, Membership Development & Relations

2. Who is the Tulsa Regional Chamber?
60 staff
6 Divisions
Education & Workforce
Tulsa’s Young Professionals
Economic Development
Small Business
Government Affairs
Tourism & Sports
Marketing & Communications
Executive

3. Resource Development team
VP Membership Development & Relations
(2) Business Development Managers (new)
Member Relations Manager (existing)
Information Specialist
Director of Resource Campaign and Affinity Programs
Director of Development
Resource Development Coordinator

4. Membership Snapshot 2012 ending = 3,087 members 2012 new members = 526
2012 Retention = 83% members / 88% dollars
Total membership revenue = $2,675,304.50

5. Non-Dues Revenue Sponsorships Resource Campaign
19th year / 180+ volunteers
10 week campaign (April-June)
2012 total = $3.5+ million
387 investors
95% retention rate
Sponsorships

6. Capital Fundraising Tulsa’s Future II
Strategic initiative for economic development
Measured by # of jobs created
2nd phase / 3rd year of 5-year commitment
$16.4 million
140 investors
Investors include regional cities and chambers

7. Capital Fundraising VisitTulsa
Strategic initiative for tourism & sports
Measured by # of room nights & new events
$3.6 million / 3-year commitment
40 investors
Include regional cities and corporations

8. 83% of total revenue comes from 150 members $8.6 million annually
80/20 Rule
83% of total revenue comes from 150 members $8.6 million annually

9. Investor Relations Ranked investors by total investment
Tracking calls, investment size and retention
Assigned a sr. mgmt. and other staff for “thank you” visit (multiple phases)
Visit multiple representatives in the company

10. Investor Relations
President & CEO and Sr. VP’s meetings are sent to Resource Development team weekly
Info sent for current investors
New investors – create investment opportunities to take on call

11. Billing Invoice
5% Voluntary Increase

12. Annual Budgetary Billing
Letter
Annual Budgetary Billing

13. Benefits of Voluntary Increase & Budgetary Billing
Paying over their fair share: 1,238 members
40.3% of total membership pays over fair share
Total dollars over fair share: $614,628.50
These dollars make up 23% of the entire budget

14. Billing Past Due When to drop the member Coding drops Drop letter
60 DAYS Prior to Due Date Letter/invoice
30 DAYS Prior to Due Date Invoice
CURRENT Month Due Insert/invoice
30 DAYS Past Invoice PAST DUE stamp
60 DAYS Past Personal call, , visit
Past Due
When to drop the member
Coding drops
Drop letter
18 month drop letter
Monthly meeting with CEO & EVP/COO - At risk list - Board of Directors

15. Professional Pathways
Create a plan for the different types of employees you serve or industries in your membership
Small Business
Corporations
Retail stores
Advertising/Marketing
Sales Representatives
Create segments for member benefits
Business builder
Business investor
Community builder
Community investor

16. 18 month Drop Letter

17. The Life of a Membership
Welcome – lag time?
New member packet- what’s in it?
Partnership offerings – publications, upcoming events
New Member Orientation
Monthly s-2 month, 6 month, 14 month
Communications – weekly newsletter and events
Where are your members recognized?
Thank you for payment
Verifications to update information

18. Ruth Littlefield, IOM, CCE
Questions?
Ruth Littlefield, IOM, CCE
Vice President Membership Development & Relations

19. Investment Formula