Adult Customer Service ?

[HoneyBlond]

Ok guys I need your feedback

For those of you with multipal sites/members areas or an opinion

For members areas should a member/customer/surfer use a common membership id across all your sites - or do we not care about trying to track this and just have new records everytime the member joins a new site ? ( ie Rape, Pillage & Rebill 101 )

Tracking the membership id would enable us to offer a "member centric" model, something that would provide an increased level of "service" to a customer ie upsells based on their previous preferances etc but is it worth the R&D time ?

[Hell Puppy]

Originally posted by HoneyBlond@Jan 9 2005, 07:42 AM
Ok guys I need your feedback

For those of you with multipal sites/members areas or an opinion

For members areas should a member/customer/surfer use a common membership id across all your sites - or do we not care about trying to track this and just have new records everytime the member joins a new site ? ( ie Rape, Pillage & Rebill 101 )

Tracking the membership id would enable us to offer a "member centric" model, something that would provide an increased level of "service" to a customer ie upsells based on their previous preferances etc but is it worth the R&D time ?

Discuss

Why cant you just cross reference them by email address?

[HoneyBlond]

Thanks HP
That would be the most efficient way

I didn't phrase my question properly.

We are planning some extensive members area work and I am at the crossroads on the matter of :

1) Personalisation of the Experiance to improve rebill % etc
Vs
2) Forget it cause the punters don't actually use the members areas on the recurring basis rebills are really only forgotten transactions.

I am interested in Oprano's opinions

[Vick]

Some things of the top off my head to consider, am sure there are many more

Can you do a cost/benefit analysis?

Are profits going to grow by X factor more than what this improved service will cost to produce/include?

Do the sites you are thinking of for this expanded service already exist? If so can you access the server logs to see exactly how often and how much the members areas are accessed by long term members?

Are these personalized sites or cookie cutter sites?

Personalization of the experience may not be the way to go as many enjoy porn of the internet in some part because of the anonymity

[Vick]

p.s. If you don't have to ...

.... don't


Overall the less you have to do for each site, the more you can do overall



(unless you can easily automate it)

[HoneyBlond]

Vick,

What is a cookie cutter site ?

[HoneyBlond]

Originally posted by Vick@Jan 10 2005, 12:09 PM
p.s. If you don't have to ...

.... don't


Overall the less you have to do for each site, the more you can do overall



(unless you can easily automate it)

Point taken ( I have this slight obsessive/compulsive streak that occaisionally appears with blueprints for a better wheel too )

Personalization of the experience may not be the way to go as many enjoy porn of the internet in some part because of the anonymity

This is also something I had not considered in my altrustic rampage for better customer service ( Duh Kim! )

Thanks Vick

[Vick]

Originally posted by HoneyBlond@Jan 9 2005, 08:12 PM
Vick,

What is a cookie cutter site ?

Something churned out kind of like every other site. No real personality

Usually just a nice front end and a lot of plug in's

[cj]

Originally posted by HoneyBlond@Jan 9 2005, 07:25 PM
2) Forget it cause the punters don't actually use the members areas on the recurring basis rebills are really only forgotten transactions.

I vote option 2 LOL

after spending a fortune in 2003 improving our members areas, everything matching, good support, flowing the whole thing like a proper business, we had about a 5% increase in retention ...

but then on the other side is the example of celeb sites you guys do for us ...

when we introduced the new awesome cms members area, our retention (trial to monthly) went from 20% to 50% ... what we had initially in the members areas was a joke though so i doubt anyone would have stayed a member by choice in the first month. BUT ... it hasn't improved from 50%, and I doubt it will go any higher, no matter what we do.

based on my experience, 20% is the 'forgot to cancel' figure and the most effective way to increase member retention is to get better content - new stuff, gimmicks, things surfers have never seen, free fillers like games etc.

i'm thinking of ways we can offer our celeb content as plugins for other paysite owners ... because the kind of stuff we offer (articles etc) is what keeps people occupied beyond their wank.

my advice, spend the time doing something else unless you REALLY know what you are doing and why you are doing it!! LOL