LIFECYCLE / MEMBER ACTIVATION
Driving member adoption from Day 1.
I replaced disjointed welcome emails with a clearer path through onboarding, useful member tools, ongoing resources and outreach before renewal.
RETENTION SIGNAL
The pattern was clear: the first renewal was the pressure point. Once businesses moved beyond year one, retention strengthened considerably, reaching 87.6% by year three and beyond.
Accredited Business welcome guide
A ten-page guide puts the first steps in one place.
Business dashboard / member login
One sign-in opens the benefits and tools members can use.
Growth Map launch
A launch email introduces resources beyond the first weeks.
Renewal / retention system
A call, a follow-up log and a notice sequence give the team ways to act before cancellation.
Three-month call
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Profile claimed?
No → walkthrough · Yes → optimize
-
Seal installed?
No → offer installation · Yes → reviews
-
Reviews active?
No → share review link · Yes → expand
-
Marketing wanted?
Yes → make a handoff · Later → follow-up
Call log
- Welcome call First week Congrats! Let's get you logged in
- Activation call Month Three Did you know? Timely program provided
- Retention call Month Nine How can we help? Support offered
Account support / escalation
- 01Overdue reminderRenewal due.
- 02Payment retryCard declined.
- 0360-day riskSixty days past due.
- 04Personal assistanceOptions discussed.
Check behaviorRecord follow-upIntervene before cancellation
What members say they value about Accreditation.
“I am in the financial industry so trust is imperative. Being able to display the seal is important. I also love the webinars provided by the BBB (marketing and now HR) the timing is AMAZING!”
Accredited since 2014
“In this era of challenging ethics, BBB accreditation is one of the best possible ways to show your company's commitment to treating clients right.”
Accredited since 2010
“At Tar Heel Construction Group, BBB Accreditation represents trust, accountability, and a commitment to doing business the right way.…”
Accredited since 2016
What the three-month call checks
Profile claiming, seal installation, review activity and interest in more marketing, checked by a person at roughly three months.
- Business Profile claimed? Not claimed: claim instructions sent. Claimed: a review of the logo, photos, service area and industry categories, with a reminder to sign in.
- Dynamic seal installed? Not installed: the download instructions and the seal's own behaviour (it carries the rating and links to the Business Profile) sent by email. Installed: acknowledged as done.
- Customer reviews active? No reviews: the business's own review link offered. Some reviews: the same link offered again, with the response process.
- More marketing wanted? Yes: a handoff to the partnerships lead, with windows of availability. Later: everything discussed sent through, and the next benefit offered.
Every outcome is recorded, and the follow-up is either a send, a review, a link, a handoff or a recorded next step.
What the call records
| Stage | Timing | Outcome | Follow-up |
|---|---|---|---|
| Welcome call | Within first week | Reached | Welcome materials sent |
| Activation call | Approximately three months | Reached | Profile and seal instructions sent |
| Retention call | Approximately nine months | Follow-up needed | Renewal support requested |
If the account runs late
Four notices, in the order the account receives them. The structure is the supplied sequence; the amounts, the dates, the names and the telephone numbers in it are withheld.
- Overdue reminder. Accreditation is past due; renewing keeps the seal, the directory listing and the resources that come with them.
- Payment retry. A declined payment is retried within two to three days, with an invitation to update the payment method.
- 60-day risk. Sixty days past due, with cancellation ahead unless the account is brought current.
- Personal assistance. A direct conversation about payment options, so the account is handled by a person before it enters cancellation.
“I am in the financial industry so trust is imperative. Being able to display the seal is important. I also love the webinars provided by the BBB (marketing and now HR) the timing is AMAZING!”
— Beth Sullivan, A Better Business Solution, LLC, Upper Falls, MD
Accredited since 2014
“At Tar Heel Construction Group, BBB Accreditation represents trust, accountability, and a commitment to doing business the right way. In an industry where reputation means everything, being BBB Accredited helps reinforce to our customers that we stand behind our work, operate with integrity, and genuinely care about the people we serve. It’s an honor to be recognized alongside other businesses that prioritize trust within the community.”
— Joe Ayler, Tar Heel Construction Group, Bel Air, Maryland
Accredited since 2016
“In this era of challenging ethics, BBB accreditation is one of the best possible ways to show your company's commitment to treating clients right.”
— Chris Barber, Cheaper Than A Geek, Crofton, MD
Accredited since 2010
Statements as supplied. They show the kinds of value members recognized; they were not produced by this program.