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After a member joins your organization, the first 90 days are crucial to their retention. New members are most eager to engage (and most likely to decide whether they’ll stay) within the first few months. A thoughtful onboarding experience helps them feel connected, supported, and excited to participate.

But delivering a consistent experience isn’t always easy. Nonprofits serve diverse communities with different needs, and seasonal surges (like New Year’s or back-to-school) can strain staff and systems.

The good news is, with the right tools and a thoughtful plan, you can create an onboarding experience that feels personal and welcoming, even as your community grows. Here’s a flexible 90-day plan to help drive engagement from day one:

Day 1-30: Make a great first impression with a warm welcome

First impressions matter. It’s your opportunity to show new members they belong  and that their time with you is valued (and even impactful).

Help new members feel right at home

Send a personalized welcome via email or text message, ideally triggered automatically when a new member signs up. Ensure your intake form captures the correct contact details and includes . This can also include notifications for waitlists when a spot becomes available. A sample first message could look like:

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Welcome aboard, [Member Name]! Be sure to check out our upcoming events and explore our orientation materials [link]. Feel free to reach out with any questions by replying to this message!

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This is also a great time to set expectations about what’s next. Bonus points if your CRM or system tools can automatically segment new members and tailor messages based on things like membership type or location. It makes the experience feel that much more personal.

If there’s more to share, follow up with a more detailed welcome letter that helps them feel part of your community and shows them how to get involved.

Guided first steps to getting them actively involved

In your initial communication, guide members on their first steps to becoming active in your space. You might send interactive texts or emails that:

• Lead members to helpful resources, such as orientation materials, program catalogues, or event sign-ups.
• Keep members on track by providing action items, such as joining your online community and setting up household members, or scheduled payment preferences.
• Direct them to important FAQs on your site to clarify expectations without them having to reach out.

Automated workflows can help deliver information gradually, reinforcing value without adding to your team’s workload. Build in simple check-ins to see if members need extra help.

For example, if you run a childcare program, a few days in, you might send reminders about completing health forms, confirming drop-off times, or ask if they had any trouble with their first steps. By guiding new members early, you help them settle in smoothly and show that your organization is there to support them.

Day 31-60: Turn initial excitement into lasting habits

As the initial excitement settles, it’s time to nurture consistent engagement and turn these initial interactions into lasting habits.

Keep the connection strong with regular, friendly check ins

Short, friendly texts or emails can keep the momentum going. Text messaging is an especially effective tool here, as it allows you to keep your communications short and impactful. Here are some ideas to center your check-in messages around:

• Engagement follow-up: “How’s everything going with your [activity/program]? We’re here to help you stay on track!”
• Personalized reminders: “We noticed you signed up for [class/program]! Here’s a quick reminder to attend this week. Can’t wait to see you there!”
• Encouragement to explore more: “It’s been great having you with us! Have you checked out [new resource or feature]? Here’s a link to explore more.”
• Incomplete tasks: “Just a quick reminder—don’t forget to [complete your profile/sign up for an event]. We’re here to help if you need any assistance!”

According to , allowing members to respond directly via text creates a more personalized experience. By using two-way messaging, you can turn these check-ins into opportunities for ongoing dialogue. Instead of just receiving prompts, members will feel empowered to make their voices heard.

Pay attention to open and response rates to determine whether your messages are landing or fine-tune your approach.

Tailor recommendations based on their interests

Send targeted messages based on members’ preferences and behaviors. Marketing tools that integrate with your CRM can help here! Your messages might highlight upcoming community events, new programs, or special promotions most relevant to each member based on their past involvement.

For example, a tailored message for a parent at a youth organization could look like:

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“Hi Emily, we just launched a new after-school tutoring program! Since you’ve registered Jeremy for similar activities, we thought this might be a great fit.”

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The more relevant your recommendations, the more valued members will feel and the more likely they are to keep participating.

Day 61-90: Keep the momentum going for long-term commitment

Now’s the time to turn participation into long-term involvement. As members continue settling in, focus on deepening their connection. Over the next 30 days, work on encouraging them to stay active and involved.

Ask the right questions and gather feedback

Automated surveys are excellent for gathering insights into your members’ experiences. By prompting feedback via SMS or email, you can make the process quick and easy, encouraging more responses. Your survey might include prompts such as:

1. How satisfied are you with your experience so far? (1-10 scale)
2. Did you feel welcomed and supported in your first 60 days with us? Why or why not?
3. Which programs, services, or events have you found most enjoyable?
4. What could we do to improve your experience or offer more value to you?
5. How likely are you to recommend our community to a friend or family member? (1-10 scale)
6. If you’re considering changes to your membership, tell us why! We offer a click-to-cancel option for those who need it, but we’d love the chance to make things right.

Use the insights from these surveys to fine-tune your onboarding process and personalize follow-up communication. Be sure to analyze responses, flag any retention risks, and act on useful feedback.

Send personalized offers and involvement opportunities

Tailored perks and offers are a powerful way to boost involvement and make members feel valued (not to mention drive retention!). With a complete view of each member’s activity, whether it’s volunteering, program participation, or facility visits, you can send highly targeted offers based on their unique interactions. This could include:

• Discounts on upcoming classes
• Invitations to special events
• Incentives and rewards for participation
• Donation opportunities to support your programs

By leveraging SMS marketing platforms, you can reach members quickly and deliver these offers directly to members’ phones.

Keep it up with a referral program

Now that members have had a great experience, they’re ready to share the love and refer their friends. Incentivize referrals with perks like:

• Discounts: Offer a percent off their next membership renewal or event registration when they refer someone new.
• Free events: Provide free entry to a special event, class, or workshop for the referring member and new member to encourage both to be actively involved.
• Special recognition: Acknowledge referring members with a personalized phone call, shoutout on social media, or feature in your next newsletter.

For inspiration, for gyms that can be adapted to community centers. You might offer rewards like a free month of membership, one-on-one training sessions, free group class entry, or branded merchandise.

Staying involved becomes even more important when members invite others to join. Referral programs can be a win-win by retaining current members and attracting new ones.

The takeaway: Keep building engagement, one step at a time

A great onboarding experience lays the foundation for long-term connection. By automating touchpoints, personalizing communications, and listening to feedback, those first 90 days can lead to lasting involvement.

Many organizations are already using membership data and dashboards to spot trends and strengthen retention. With the right tools, it becomes easier to scale these efforts while still delivering the personal experiences that keep members coming back.

At ��ż���, we help nonprofits manage these moments and make it easier for you to stay focused on your members. See how we can help you do the same.

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