Chord UK Ltd

30/04/2026

CASE STUDY: What if nearly double your renewal target wasn’t about reminders… but conversations?

For the Royal Society of Chemistry (RSC), we helped turn that idea into results by combining targeted email outreach with personalised conversations with unpaid members.

Engagement was maximised through:
🔁 Daytime + evening calling to increase reach
➕ Real-time capture of renewal barriers and data updates

This approach resulted in:
🔥 881 renewals (vs. 400 target)
➡️ +341 additional members intending to renew
📊 19% of member data updated during the campaign

We also uncovered why members didn’t renew - from forgetfulness and timing (pay cycles, employer payments) to changing professional needs.

Read the full case study: http://bit.ly/4cWEaYL

Get in touch to explore how you can increase renewals, retention & revenue ☎️

14/04/2026

☎️ What makes a great membership call?

It rarely starts with the phone - it starts with understanding.

We recently worked on a campaign where the goal wasn’t just to “make calls”, but to re-engage members in a way that felt natural, helpful and human.

Before anything went live, we sat down with the client to really get under the skin of what they needed - their objectives, tone of voice and what success should actually look like.

Then came the preparation: role play, Q&A sessions and live simulations so the team could confidently represent the organisation in real conversations.
By the time calls began, it wasn’t about scripts. It was about listening, adapting and having genuine two-way conversations.

And that’s where the difference is made - when members feel heard.

Tomorrow, we’ll be sharing something we’ve been working on with several partners that takes this thinking even further — focused on the full member journey, not just the call.

Keep an eye out 👀

31/03/2026

The biggest threat to member retention isn’t dissatisfaction. It’s silence.

No engagement.
No feedback.
No interaction.

Just gradual disengagement - followed by non-renewal.

Most membership bodies focus their efforts at renewal stage. But by then, the relationship is already weakened - and much harder to recover.

The strongest retention strategies are proactive:

✔️ Regular, structured touchpoints
✔️ Two-way conversations
✔️ Listening to - and acting on - member feedback
✔️ Early identification of issues and disengagement

Retention is built over time - not recovered at the last minute.

☎️ If member satisfaction and retention are a priority for 2026, get in touch to explore how proactive conversations could support your strategy.

25/03/2026

How many member payments are you missing because no one picked up the phone?

And how many members are becoming frustrated because they can’t get through?

Missed calls don’t just disappear - they lead to lost revenue, delayed renewals, and poor member experience.

During peak periods, holidays, or staff shortages, it’s easy for enquiries to go unanswered.

But with the right inbound support in place, you can:

☎️ Ensure every call is answered promptly
💳 Capture payments securely - no missed revenue
📧 Respond quickly to every enquiry
🔄 Scale support when you need it

Because when members reach out, they expect to speak to someone - not leave a message and wait days for a response.

☎️ If missed calls are impacting your organisation, get in touch for an exploratory chat.
Or find out more here: https://bit.ly/3O1f1nc

Membership Inbound Support - Get accurate intelligence about your prospects or customers and sell more.

17/03/2026

When was the last time a member told you they were going to leave?

Probably never. Because most stay silent.

They don’t complain.
They don’t give feedback.
They don’t announce their exit.

They just quietly stop engaging - and then don’t renew.

Membership bodies with the strongest retention are the ones having proactive conversations before members are due to renew - not relying solely on email reminders.

Are you speaking to your members, or just sending emails?

☎️ If you’re reviewing your retention strategy for 2026, get in touch for an exploratory chat.

03/03/2026

💷 How much revenue are you losing to silent cancellations?

“I was actually meaning to cancel…” - that’s how the call started.

No complaint, no warning. Just a member who had quietly decided their membership “wasn’t really worth it anymore.”

During the conversation, we asked one simple question: “What have you used this year?” 📝

They’d forgotten key benefits, didn’t realise new resources had been added, and hadn’t explored events beyond their region.

The tone shifted.

Not because they were sold to - but because someone listened, reinforced value and reconnected them to why they joined. 💡

They renewed.

Most cancellations don’t start with dissatisfaction. They start with disengagement.

If retention is a revenue priority for 2026, proactive, personalised conversations should be part of your strategy.

📞 Get in touch to explore what that could look like for your membership.

02/03/2026

Every time a member reads their card over the phone, a data breach could happen - in seconds.

That’s why we’ve implemented a fully Level 1 PCI DSS–compliant telephone payment solution - the highest standard of card security, certified by the PCI Security Standards Council.

With our new solution:
🔐 Members’ card details are never spoken aloud
🔐 Data is encrypted at entry, unseen by our team
🔐 No manual handling. Call recordings stay fully secure
🔐 Compliance and member trust are future-proofed

Under PCI DSS v4.0 (mandatory since March 2025), encrypted keypad-entry is becoming the expected standard - not a bonus.
For our membership clients, this means:
✔ Stronger governance
✔ Future-ready compliance
✔ Greater member confidence
✔ Reduced regulatory and reputational risk

This isn’t just a compliance milestone - it’s a proactive step to eliminate avoidable risk and raise security standards across the membership sector.

If you manage payments, compliance, or member experience, this is worth your attention.

👉 Discover why this upgrade matters: https://bit.ly/47j8w5z

25/02/2026

CASE STUDY: Are You Losing Members Without Knowing Why? 🔍

Retention isn’t just about reminders - it’s about listening, even after a member has left.

We partnered with the Royal Statistical Society (RSS) to re-engage 500 lapsed members and uncover the real reasons behind non-renewal:
📝 168 surveys completed
✅ 38% response rate

Top reasons for leaving? Cost, perceived value for money and changes in personal circumstances.

But the real value came from qualitative insight. 💡

Members shared honest feedback - from flexible payment options to regional event access and expanded learning resources. Around half said they would consider re-joining now or in the future.

As RSS reflected: “The results demonstrated clearly what we need to do and how to prioritise the changes that we need to make.”

When was the last time you asked your lapsed members why they walked away?

👉 Read the full here: http://bit.ly/4aPBSJM

24/02/2026

Why Data Quality Impacts Member Retention More Than You Think!

You can’t retain members you can’t reach. 🚫

Outdated email addresses, missing phone numbers, or incorrect contact details don’t just slow your campaigns - they cost engagement, renewals and revenue.

Strong data = strong retention. That’s why every proactive outbound calling campaign starts with:

➡️ Verifying and updating member contact details
➡️ Ensuring email, phone and postal info is accurate and relevant (not only relying on a work email)
➡️ Optionally integrating with your CRM for seamless follow-up

When your data is clean, you can:

➡️ Schedule proactive calls to members at the right time
➡️ Personalise conversations with context across the right channels
➡️ Recover revenue that would otherwise be lost

Good data is the foundation of every successful membership strategy.

How often do you review your member data to make sure it’s ready for proactive outreach?

23/02/2026

4 Conversations Every Membership Organisation Should Be Having With Members.💡

Retention doesn’t start at renewal - it starts the moment someone joins.

If member engagement is a priority for 2026, these are the four telephone touchpoints every membership body should build into the member journey:

1️⃣ Welcome Call (First 60 Days)
You don’t get a second chance to make a good first impression. Set the tone early with a warm welcome, reinforce benefits, answer questions and ensure members know how to access value from day one.
2️⃣ Mid-Year Touchpoint (Months 6–9)
A proactive pulse check to maintain engagement, highlight relevant benefits, capture member feedback and check whether they’re likely to renew. It’s also a great time to spot early signs of disengagement.
3️⃣ Unpaid Renewal Follow-Up (Grace Period)
Catch members before they quietly leave. A quick conversation can resolve payment issues, answer concerns, reinforce membership value, and recover revenue.
4️⃣ Lapsed Member Call
Not just to win them back, but to understand why they left. Insight here strengthens future retention strategy.

The strongest membership bodies don’t rely on automation alone. They build structured, proactive conversations into the member journey.

Which of these are you consistently doing today?