{"id":5084,"date":"2019-04-11T13:13:27","date_gmt":"2019-04-11T20:13:27","guid":{"rendered":"https:\/\/membermouse.com\/?p=5084"},"modified":"2026-06-16T14:05:41","modified_gmt":"2026-06-16T18:05:41","slug":"optimisation-des-sites-dadhesion","status":"publish","type":"post","link":"https:\/\/membermouse.com\/fr\/marketing\/membership-site-optimization\/","title":{"rendered":"Comment optimiser votre site d'adh\u00e9sion avec des syst\u00e8mes intelligents"},"content":{"rendered":"Cet article est le troisi\u00e8me et dernier volet de cette s\u00e9rie \u00e9pique sur l'exercice de vos muscles RGA (activit\u00e9 g\u00e9n\u00e9ratrice de revenus) en tant que propri\u00e9taire d'un site d'affiliation. Les premier article<\/a> de cette s\u00e9rie se concentre sur la mani\u00e8re d'augmenter la rentabilit\u00e9 de votre site d'adh\u00e9sion. Les deuxi\u00e8me article<\/a> is all about increasing the efficiency of the first four key systems of a successful membership site (you can see all eight systems below).\n\nIn this final article in the series, we're going to wrap up our conversation on how to create systems and automations to help run your membership site more effectively and efficiently.\n\nAs a quick reminder, there are two key elements of systems and automations:\n
    \n \t
  1. Cr\u00e9ation de documents de processus<\/li>\n \t
  2. D\u00e9l\u00e9guer les t\u00e2ches r\u00e9p\u00e9titives \u00e0 un outil en ligne ou les confier \u00e0 un assistant, un travailleur ind\u00e9pendant, etc.<\/li>\n<\/ol>\nN'oubliez pas que si le co\u00fbt de l'automatisation ou de l'externalisation d'un processus est sup\u00e9rieur au b\u00e9n\u00e9fice que vous pourriez en tirer, vous devez en tenir compte. sans<\/em> ce n'est g\u00e9n\u00e9ralement pas une bonne id\u00e9e. Si vous sont<\/em> able to employ a person or certain automations to run parts of your business while allowing you to remain profitable, go for it!\n\nI've broken membership site management in to 8 key areas where automations and systems can be implemented. This article will cover systems 5-8. If you missed Partie 2<\/a> de cette s\u00e9rie, cet article aura beaucoup plus de sens si vous le lisez d'abord.\n

    Voici les syst\u00e8mes :<\/strong><\/h4>\n
      \n \t
    1. Marketing<\/li>\n \t
    2. Nourrissement des prospects<\/li>\n \t
    3. Embarquement<\/li>\n \t
    4. Suivi de l'engagement<\/li>\n \t
    5. Content creation & delivery<\/li>\n \t
    6. Gestion des communaut\u00e9s<\/li>\n \t
    7. Succ\u00e8s des clients<\/li>\n \t
    8. Gestion g\u00e9n\u00e9rale<\/li>\n<\/ol>\nJust like the systems that work in tandem to run your human body and keep you healthy, you need systems in your membership business in order to function, thrive, and even scale! All these systems work with and rely on the others to help you reach your goals and keep your sanity as an entrepreneur.\n\nIf you're ready to up level your membership site this year, put on your game face and let's dive in!\n\n\"d\u00e9couvrir\n

      Cr\u00e9ation de contenu<\/strong><\/h3>\nL'une des plaintes les plus fr\u00e9quentes que j'entends de la part des propri\u00e9taires de sites d'affiliation est la suivante mes conseils<\/a> is how labor and time intensive it is to create new content for their members month after month, year after year. Sound familiar?\n\nFinding the right balance of content for your paying members and then creating systems for content production will go a long way toward running a low(er) stress membership site and keeping your members happy.\n\nAnd given the breadth of topics covered on membership sites all over the web, there's no one-size-fits-all answer to the question of how much content you should be producing. There is often a fine line between not enough vs. too much content depending on the nature of your membership site and the expectations of your members.\n\nIf you are running a site full of hobby hungry retirees with a lot of time on their hands, you're going to need to feed that need. However, if you're teaching business skills to single parents who are scrambling to keep their heads above water while trying to squeeze in time for your site, you need to err on the side of caution so you don't overwhelm your members to the point where they give up.\n\nHowever, by keeping a tight pulse on the health of your site through KPI tracking (especially churn rate), engagement tracking, community participation, and surveys, you should be able to create a content calendar that is tenable to your audience and manageable for you.\n\nGoogle Analytics and any reporting data on content consumption will be your best friends here as well. Get into the data and see what people are watching, reading, listening to, and participating in to see what's popular and what's superfluous. Keep an especially close eye on your overall site engagement, churn rate, community chatter, and content consumption as you make changes.\n\n\"cr\u00e9er\n

      Comment cr\u00e9er du contenu que vos membres aimeront <\/strong><\/h4>\nSurvey paying members to keep your ear to the ground, so to speak, and adjust your content strategy accordingly. Talk to your power users and get them to weigh in on your content strategy: the frequency at which you should release it, the medium in which they like to consume it (video, audio, text, other), and the contents of what you're releasing. Exit survey responses should also be considered when deciding on the amount and types of content you need in order to reduce churn.\n\nSet accurate expectations up front of what your members can expect to get when they're learning about your site and what you have to offer. If you tell them exactly what to expect and they indicate they're good with that, (by paying you...) you're off to a great start!\n\nThat's not to say you can't make changes over time, you just need to create buy-in from your members and adjust marketing messages before doing so.\n\nOnce you find your \"sweet spot\" \u2013 that perfect place between too little and too much content \u2013 you have the opportunity to delight your customers with anything extra you bring to the table. I'll say it again: underpromise, then overdeliver = delighted customers and brand evangelists for your membership, aka power users!\n\nAnd though you're the topic expert\/celebrity on your site, consider allowing others to produce guest content, provided of course it's highly relevant and useful to your members.\n\nMake a list of topic experts you can interview for a podcast, provide a guest article for your site, co-host a webinar with, or even create a workshop or course for your site in exchange for some level of access to your members. I feel certain there are experts out there looking to build their email list who would want to provide serious value to your members in exchange for some level of access to them.\n\nIt's worth saying that you must set boundaries and expectations up front of what your guest content will need to look like and the level of promotion for the guest's product or service that will be allowed. A relevant mention in an article and an opt-in opportunity for a lead magnet is commonly accepted.\n\n\"r\u00e9utiliser\n

      Work Smarter & Repurpose Your Content<\/strong><\/h4>\nVoici un autre petit conseil pour \u00e9viter de vous surmener (tout en touchant tous les styles d'apprentissage possibles) : Enregistrez tout votre contenu sur vid\u00e9o,\u00a0le faire transcrire<\/a>, and then extract the audio.\n\nHaving your content 3 ways makes it easy to repurpose as well. For instance, if you speak at a trade show, conference, meetup, or a small business association, make sure that that talk gets recorded so you can best utilize the video, audio, and text of that talk.\n\nThat same tactic can be applied to any guest content that you produce for other publications: get permission to use the content for your own site, or even use it to inspire a spin-off workshop or course within your membership.\n\nOn the topic of repurposing content, if you align your content strategy inside your membership with your promotional\/content marketing calendar, you can make your job significantly more efficient! The key is to batch create content for your membership, then strip down certain pieces for your blog, podcast, YouTube channel, and so on.\n\n\"apprendre\n

      Choisir le contenu gratuit ou payant<\/strong><\/h4>\nPour bien faire, il faut se concentrer sur une strat\u00e9gie de contenu gratuit ou payant. Le moyen le plus simple de cr\u00e9er un contenu gratuit continu et frais est d'utiliser le Les gars de l'adh\u00e9sion<\/a> approche : supprimer les ce que<\/em> et le pourquoi<\/em> du contenu, mais laisser le comment<\/em> portion of the content for your paid members only. Then you can point your free readers to the problem's solution, which is inside your paid membership.\n\nFor example, if your membership teaches people how to build their own email lists, let your non-member readers know ce que<\/em> ce qui signifie et pourquoi<\/em> c'est important, mais expliquez comment<\/em> to build the email list inside of your membership site, behind the paywall. It\u2019s critical to offer a lead magnet opt-in form on each piece of free content so you have the opportunity to capture and then strategically nurture leads via an automated email campaign.\n\nOnce you have an understanding of how much and what types of content to produce, you need to land on a free vs. paid content strategy. Then, create a robust content calendar. If you haven't done this before, start with a loose outline of what you're going to produce and publish over the next quarter. Work backwards from there to determine how you're going to coordinate that content and who all needs to be involved in its production.\n\n\"apprendre\n

      Le secret le mieux gard\u00e9 d'un cr\u00e9ateur de contenu efficace<\/strong><\/h4>\nThen set aside a dedicated chunk of time at regular intervals (one to two per week ongoing) to batch produce and schedule the release of that content. Just as with every other system you set aside time to manage, you need to treat these content planning and production times as sacred \u2013 they are not to be interrupted or scheduled over.\n\nAnd do yourself a huge favor and start creating cheat sheets (process documents!) on how to schedule out and batch produce your content. Refine these over time for maximum efficiency and employ automations and delegations as necessary. If you use the content stripping method I described above for your marketing efforts, include your methodology and step by step instructions for doing so on your PD, too.\n\nWhen you batch produce content your ability to take advantage of automations<\/a> increases as well. You can schedule emails to be sent, blog posts to be published, podcasts and videos to be released, courses to unveil, and so on.\n\nFind a content production rhythm that works for and excites you. You started your membership site, at least in part, because of your enthusiasm for the topic you're teaching \u2013 so enjoy your time actually teaching it! If you can get yourself off of the content production hamster wheel and create appropriate systems, process documents, and automations, this should be a fun part of your job and relieve a lot of stress.\n\nOk! We've covered our first system. Up next is Gestion communautaire<\/strong>.\n\n\n\n\"conseils\n

      Gestion communautaire<\/strong><\/h3>\nOnline communities within membership sites can be one of the most valuable features of a site to its members and one of the most effective retention strategies to employ as the site owner.\n\nMike Morrison has this great phrase with so much truth behind it, often on a membership site \"people come for the content and stay for the community.\" Some type of group interaction like a forum or Facebook Group can be the differentiator between a membership site where people show up, consume the content, and churn before the 90-day mark, verses those who stick around for many months or even years because of the value and relationships they're getting from that group interaction.\n\nGranted, an online community is neither valuable nor appropriate in tous<\/em> mais il s'agit souvent d'un sc\u00e9nario l'exception<\/a> rather than the rule.\n\nAt the outset, running an online community requires a great deal of intentionality, time, and cultivation. Starting a community is not a decision that should be taken lightly, but when done well, the benefits far outweigh the costs.\n\nWhether you have an existing community or are thinking of creating one, begin with the end in mind. Meaning, cast a vision for what a successful community would look like within your membership offering and work backwards to create your strategy for bringing that vision to life. Write down what your ideal membership community would look like: What kinds of discussions would happen there? How will participants get the most value from it? What does a \"successful\" community look like in my mind?\n\nOnce you have a broad vision of your ideal community, start asking yourself: How can I write out rules and guidelines for participation so that my vision can come to fruition over time? How do I get new members to feel comfortable participating? How much would I like to personally participate? Who else could help me implement my vision? What would I need in terms of content moderation? How much discussion would I need to seed in the beginning and as time goes on so the community doesn't look like a ghost town?\n\n\"embarquez\n

      Fixer les bonnes attentes pour les nouveaux membres <\/strong><\/h4>\nAs with every part of running your site that involves prospective and current members, proper expectation setting from the get-go will save you many headaches. Your marketing should reflect your community accurately. Hopefully that means a kind, welcoming, helpful bunch of people who are invested in each other's success. Then, during the onboarding process, make sure you get your community's rules and guidelines in front of, and ideally agreed upon, by the new member when they create their user profile. On an ongoing basis, it's your responsibility to enforce those rules (yourself and through moderators) and cultivate the community you cast the vision for from the beginning.\n\nWhen a new member scans through member discussions, the attitude of the community should reflect how it was advertised. If you have welcoming forum participants, your new members will be far more likely to jump in without fear of being berated and embarrassed.\n\nIf you have an established community that needs some work, changing the culture can be tricky, but it's certainly doable. If you suddenly start clamping down with a bunch of new rules, that might be really disruptive and not accepted by current participants. Positive changes will likely need to be phased in over time very strategically. Start interacting more yourself, seed discussion, and work with some of your positive, influential community members to adopt your new vision and be change agents for others. Community curation is a long-term play. Cast a vision and get others to help you implement it to stay on track.\n\n\"d\u00e9finir\n

      Cr\u00e9er une vision pour votre communaut\u00e9<\/strong><\/h4>\nIl n'est probablement pas surprenant que la premi\u00e8re \u00e9tape de la cr\u00e9ation de syst\u00e8mes pour votre communaut\u00e9 en ligne consiste \u00e0 en d\u00e9finir la vision et<\/em> write it down. This may seem silly, but as soon as you start to bring on moderators and delegate some responsibilities, this vision document will come in handy.\n\nNext, set forth rules and expectations for community participation based on your vision statement. Write these down and get all participating community members to agree to follow them. Include what happens when rules are broken \u2013 even eventual dismissal from the membership.\n\nNow start your process document which will outline in detail things like: how often you participate and what kinds of discussion you engage in, how and what kinds of conversations are seeded, moderation rules, what time zones you need moderators in, how you want your moderators to interact, how you will encourage (through onboarding and beyond) your members to be active community contributors, any relevant technical details, and so on.\n\nIt might seem ridiculous to write this all out, but the reason is twofold: so you have a decision making framework from which to refer so you can run your community in a way that aligns with your original vision, and so you are able to delegate tasks more easily in the future.\n\nIf you need to seed discussion in your community, here are a few ideas on how to do that:\n
        \n \t
      1. Si votre technologie le permet, faites d\u00e9marrer automatiquement un fil de discussion dans votre forum pour chaque \u00e9l\u00e9ment de contenu que vous publiez. Ainsi, toutes les conversations relatives \u00e0 ce contenu se trouvent au m\u00eame endroit, m\u00eame pour les futurs membres.<\/li>\n \t
      2. Lors de l'accueil, invitez les nouveaux membres \u00e0 d\u00e9marrer un fil de discussion sur leurs progr\u00e8s. Cr\u00e9ez un forum sp\u00e9cifique au sein de votre communaut\u00e9 pour ces fils de discussion individuels afin qu'ils n'encombrent pas les autres conversations et assurez-vous que vous et vos mod\u00e9rateurs lisez ces fils, encouragez les membres et donnez des conseils le cas \u00e9ch\u00e9ant. Si vos membres suivent leurs propres progr\u00e8s, il est facile de prouver la valeur de votre adh\u00e9sion, car vous disposez d'un moyen tr\u00e8s concret de voir le chemin parcouru par chacun d'entre eux depuis leur adh\u00e9sion.<\/li>\n \t
      3. Demandez aux gens quels sont les probl\u00e8mes qu'ils rencontrent par rapport \u00e0 votre th\u00e8me d'adh\u00e9sion. Cela vous permettra de trouver de nouvelles id\u00e9es de contenu et d'aborder les probl\u00e8mes de front.<\/li>\n \t
      4. Demandez \u00e0 chaque nouveau membre de se pr\u00e9senter sur un forum sp\u00e9cial r\u00e9serv\u00e9 aux pr\u00e9sentations. Assurez-vous que les membres du personnel accueillent ces nouveaux membres de mani\u00e8re proactive et demandez aux autres membres de la communaut\u00e9 de faire de m\u00eame.<\/li>\n<\/ol>\nEn ce qui concerne votre participation personnelle, il est bon d'\u00e9tablir des attentes pr\u00e9cises quant \u00e0 la fr\u00e9quence de votre participation directe \u00e0 la communaut\u00e9 du forum de discussion. Ainsi, si vous \u00eates pr\u00e9sent dans la communaut\u00e9 jour apr\u00e8s jour, les gens s'attendront \u00e0 ce que vous soyez pr\u00e9sent jour apr\u00e8s jour, 24 heures sur 24, 7 jours sur 7 et 365 jours par an. Les gens vous traitent de la mani\u00e8re dont vous leur apprenez \u00e0 vous traiter. Par cons\u00e9quent, si vous attendez de vous que vous toujours<\/em> Si vous avez l'intention d'\u00eatre pr\u00e9sent sur le forum, on attendra de vous que vous remplissiez cette mission, ce qui n'est tout simplement pas viable \u00e0 long terme.\n\n\"Soutenez\n

        Comment \u00eatre pr\u00e9sent pour vos membres<\/strong><\/h4>\nIt's likely that a lot of your members joined your site to be able to interact with you directly, so you need to show up, but as with every other task you need to repeat regularly, set aside time to be active in your community and stick with it. It's distracting and highly inefficient to jump from one task to another, effectively putting out fires all day. Being reactive in your business instead of proactive comes with a high cost.\n\nIf you have people on your team who can speak intelligently about your membership topic, assign those people days and times (cover all relevant time zones) where they are in the discussion forum, paying attention and actively responding to members' questions. Having staff members, a VA, a trusted sub-set of members, and\/or moderators able to engage with the community on your behalf is necessary for sustainable growth and a vibrant community.\n\nAgain, follow the steps above take the time to create a PD for explaining your approach to curating the community. This process document will allow you onboard new moderators, a membership or community manager, or any other necessary staff member with relative ease.\n\nThere aren't too many automations to be had for community management \u2013 it's a lot of hands-on work. However, ensure you can tag individuals within conversation threads and receive notifications for those and that you can automatically have a discussion thread created for each relevant content piece you publish.\n\nA successful membership community is one reflects your vision, is active, and clearly fosters a group dynamic of encouraging and helping each other. Creating a PD and applicable automations will position you to delegate, scale, and stay sane.\n\nWe're moving right along! Next let's take a look at Customer Service & Success<\/strong>.\n\n\"conseils\n

        Customer Service & Success<\/strong><\/h3>\nCustomer Success systems are the means by which you help your members achieve the success you advertised. You start setting expectations of what results your members can expect to get with your marketing messages. When you have a prospect, who decides they'd like to trade their money for those results, it's your responsibility to do everything within reason to help them succeed.\n\nSet up automated processes through your onboarding and ongoing customer management to truly deliver on the promises you made to your members when they were considering joining your site.\n\nFollow the steps I recommended in my deuxi\u00e8me article<\/a>\u00a0in this series to create a stellar onboarding sequence \u2013 this is your first opportunity to help your new member get value from your site.\n\nIt\u2019s worth noting that engagement tracking truly falls under the umbrella category of Customer Success, however, it is such a broad and important topic that it deserves its own System, which you can find in article #2 of this series. I won\u2019t mention engagement tracking again within this section, but know that it is vitally important to customer success. Put the processes and automations in place recommended in the engagement tracking section in the previous article for best results.\n\nOne key component to ongoing customer success is to create a culture where feedback is not only accepted, but carefully considered and when appropriate, acted upon. Set the expectation during your onboarding sequence that you and your staff are just an email, online chat, or even a phone call away to help remove roadblocks to member success. Reinforce that attitude through your online community interactions and on a one-on-one basis.\n\nWhenever you speak with a customer, have empathy, show kindness, apologize when necessary, and be solution oriented. If you have an upset customer, treat that as an opportunity to delight them! If that member\u2019s experience is so overwhelmingly positive when they approach you for help, they'll actually be a happier customer than before they had the problem.\n\n\"demander\n

        Demandez \u00e0 vos membres un retour d'information honn\u00eate<\/strong><\/h4>\nSurveying your current members one to two times per year is absolutely necessary. This furthers your culture of feedback and will likely turn up some useful information. I like to ask a few multiple-choice questions regarding content, the community, and overall experience for ease of data aggregation, but also offer a section for freeform feedback, whether positive or negative. A survey shouldn't take longer than 2-4 minutes to complete and make sure you thank people after they take it.\n\nWe recommend surveying different segments of your members based on their engagement level with your site. You will want to ask your power users different questions than you would your least engaged group. The least engaged group is far less likely to participate in a survey in the first place, so consider simply saying via email, \"You are a valued member of our site and I want to help you succeed here. What problems or technical issues are keeping you from using the site more regularly? I'm here to help, please hit reply and let me know what we can do for you.\"\n\nIt's smart to ask your power users for referrals on a regular basis, again once or twice per year is appropriate. You can offer an affiliate program, special offers for each the referrer and referred if you like, but your happiest members are likely to provide referrals for free if you just make it easy for them. To do so, provide an email template or simple sell sheet with a special offer (discount or add-on benefit) that current members can email or text to a friend who might be interested in your site. Make that offer time or spot limited to encourage quick action. And most importantly, don\u2019t forget to demander en fait<\/em> pour les recommandations. Il ne suffit pas de mettre ces outils de vente \u00e0 disposition sur votre site pour inciter \u00e0 l'action dans 99% des cas.\n\n\"strat\u00e9gies\n

        Une strat\u00e9gie de soutien \u00e0 la client\u00e8le pour les sites d'adh\u00e9sion<\/strong><\/h4>\nUsing a purpose-built tool for support tickets and the overall customer service experience is hugely important with regard to systems, processes, automation, and delegation.\u00a0 Using your Gmail account to handle support tickets is inefficient and unscalable.\n\nWe love HelpScout and highly recommend them, but no matter which service you use, it should be a purpose-built tool for customer service. A tool like HelpScout allows you to create attractive help documentation, live chat support, sophisticated reporting and more. Use a customer service tool to create templates and other helpful resources so you can delegate your customer service at some point.\n\nOne of the most successful, yet simplest customer success tactics we've seen employed by a number of membership sites is to send out a weekly email to your members with the aim of building excitement around your service and drawing people back on to the site.\n\nThat email should include a warm greeting, highlight recently released content, popular community conversations, upcoming content, and occasionally a quick member success story. Get a template in place with your email service provider and set aside time each week to create this email. Test different copy, content, and send times until you reach optimal open and click through rates. Refine a PD for this weekly email over time and delegate the task to a VA or staff member.\n\nProper expectation setting, creating a culture of feedback, surveying, using a customer service tool, and keeping tabs on member engagement are foundational to customer success. Your members joined your site to achieve some sort of outcome \u2013 it's your job to pave the way for them to get there and feel successful. Create PDs for every piece of this puzzle for efficiency, scalability, and sanity.\n\nThat's three systems down and one to go! Gestion g\u00e9n\u00e9rale<\/strong> est notre syst\u00e8me final.\n\n\"conseils\n

        Gestion g\u00e9n\u00e9rale<\/strong><\/h3>\nCette cat\u00e9gorie servira de fourre-tout pour tout ce qui n'est pas couvert par les syst\u00e8mes d\u00e9crits ci-dessus. Le suivi des KPI (indicateurs cl\u00e9s de performance), votre pile technologique, les finances et la gestion du personnel font tous partie de la gestion d'un site d'affiliation r\u00e9ussi.\n\n\"mesures\n

        Membership Site Metrics & KPIs<\/strong><\/h4>\nIl existe une poign\u00e9e d'indicateurs cl\u00e9s de performance que vous devez surveiller r\u00e9guli\u00e8rement afin d'optimiser les performances et la rentabilit\u00e9 de votre site. La majorit\u00e9 de ces indicateurs peuvent \u00eatre facilement suivis et contr\u00f4l\u00e9s \u00e0 l'aide des outils de suivi de MemberMouse Suite de rapports avanc\u00e9s<\/a>.\n