Load when working on member onboarding, retention strategies, feedback collection, NPS surveys, or improving the overall member journey. Contains frameworks for creating exceptional member experiences at every touchpoint.
This skill inherits all available tools. When active, it can use any tool Claude has access to.
Every interaction shapes a member's relationship with the community. The goal is to create a journey that transforms curious visitors into engaged participants, and engaged participants into passionate advocates. This happens through intentional design, not accident.
## 1. Discovery
Member finds out about tacosdedatos
- Social media, word of mouth, search
- Goal: Curiosity and interest
## 2. Joining
Member creates account and enters community
- Registration, verification, first visit
- Goal: Smooth, welcoming entry
## 3. Orientation
Member learns how the community works
- Welcome message, rules, navigation
- Goal: Clarity and confidence
## 4. First Value
Member gets something useful
- Answered question, helpful resource
- Goal: "This is worth my time"
## 5. Participation
Member starts contributing
- Asking, answering, sharing
- Goal: Feel part of the community
## 6. Belonging
Member identifies with the community
- Regular engagement, relationships
- Goal: "This is my community"
## 7. Advocacy
Member promotes and defends the community
- Referrals, content creation, leadership
- Goal: Active ambassador
## Stage: [Stage Name]
**What member does**: [Actions]
**What member feels**: [Emotions]
**What member needs**: [Support required]
**Touchpoints**: [Where interactions happen]
**Pain points**: [Friction or confusion]
**Opportunities**: [Ways to improve]
**Success metric**: [How we measure]
Research shows that getting new members chatting within their first 15 minutes dramatically increases retention. Every second counts.
## Immediate Actions (0-15 min)
1. **Instant Welcome** (0 min)
- Automated DM with friendly greeting
- Quick orientation guide
- One clear action to take
2. **Introduction Prompt** (5 min)
- Channel mention to introduce themselves
- Easy template to follow
- Example from existing member
3. **First Response** (10 min)
- Human moderator responds
- Genuine, personalized welcome
- Asks follow-up question
4. **Connection** (15 min)
- Tag relevant channels/resources
- Connect with similar members
- Invite to active discussion
# ¡Bienvenido/a a tacosdedatos! 🌮📊
¡Hola! Me alegra que estés aquí.
## Primeros pasos
1. **Preséntate** en #presentaciones
Cuéntanos: ¿De dónde eres? ¿Qué te interesa? ¿Qué te trae aquí?
2. **Lee las reglas** en #reglas
Son pocas y simples, pero importantes.
3. **Explora**
- #recursos para materiales útiles
- #ayuda para preguntas
- #proyectos para inspiración
## ¿Necesitas algo?
Puedes escribirme directamente o preguntar en cualquier canal.
¡Bienvenido/a a la comunidad! 🎉
## New Member Onboarding Tracking
Day 0:
□ Received welcome message
□ Verified account (if required)
□ Posted introduction
□ Received human response to intro
Day 1-3:
□ Explored at least 3 channels
□ Liked/reacted to content
□ Asked or answered a question
Week 1:
□ Participated in 2+ conversations
□ Found relevant resources
□ Connected with at least 1 member
Month 1:
□ Returned multiple times
□ Made meaningful contribution
□ Shows signs of belonging
## Automated Touchpoints
Day 1:
- Welcome DM (immediate)
- Intro channel nudge (if no intro after 2 hours)
Day 3:
- Check-in DM: "¿Cómo te va? ¿Has encontrado lo que buscas?"
- Resource recommendation based on intro
Day 7:
- Weekly digest of highlights
- Invitation to upcoming event
Day 14:
- Feedback request: "¿Qué podemos mejorar?"
- Advanced resource suggestions
Day 30:
- Celebration: "¡Un mes con nosotros! 🎉"
- Contributor program invitation (if active)
## Why Members Leave
1. **No Value Found**
- Didn't find answers
- Content not relevant
- Expectations mismatch
2. **Felt Unwelcome**
- Ignored questions
- Hostile environment
- Intimidating experts
3. **Life Changes**
- Changed roles/interests
- Less time available
- Natural life cycle
4. **Found Alternative**
- Better community
- Different platform preference
- Outgrew the community
## Early Warning Signs
- Activity suddenly drops
- Stops responding to mentions
- Negative sentiment in messages
- Unanswered questions
- Silent for 14+ days (previously active)
## Proactive Retention
1. **Value Delivery**
- Regular useful content
- Quick question responses
- Relevant resources
2. **Connection Building**
- Introduce members with shared interests
- Facilitate relationships
- Create shared experiences (events)
3. **Recognition**
- Acknowledge contributions
- Celebrate milestones
- Feature member work
4. **Feedback Loops**
- Regular surveys
- Act on feedback visibly
- Close the loop
5. **Re-engagement**
- "We miss you" messages
- Share what they've missed
- Personal outreach from moderators
## Reaching Inactive Members
Trigger: No activity for 30+ days (was previously active)
## Message Template
Asunto: Te echamos de menos en tacosdedatos 🌮
¡Hola [Nombre]!
Hace tiempo que no te vemos por la comunidad. Espero que todo esté bien.
Mientras tanto, algunas cosas que han pasado:
- [Highlight 1 - event or discussion]
- [Highlight 2 - resource or project]
- [Highlight 3 - community milestone]
Si hay algo que podamos hacer diferente, me encantaría escucharte.
¡Esperamos verte pronto!
[Nombre del Community Manager]
P.D. Si ya no te interesa participar, lo entendemos. Puedes ignorar este mensaje.
## Feedback Methods
1. **Passive Collection**
- Sentiment analysis of messages
- Usage analytics
- Drop-off points
2. **Active Collection**
- Surveys
- Direct questions
- Suggestion channels
3. **Reactive Collection**
- Support tickets
- Complaints
- Exit interviews
## Survey Guidelines
1. **Keep it Short**
- Max 5 questions
- 2-3 minutes to complete
- Mobile-friendly
2. **Ask the Right Questions**
- Mix of quantitative (scale) and qualitative (open)
- Specific, not vague
- Actionable answers
3. **Time it Right**
- After onboarding (week 1)
- After events
- Quarterly general survey
- Not too often (survey fatigue)
4. **Close the Loop**
- Share what you learned
- Show changes made
- Thank participants
# Net Promoter Score Survey
## The Question
En una escala del 0 al 10, ¿qué tan probable es que recomiendes tacosdedatos a un/a colega?
0 - Nada probable | 10 - Muy probable
[0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]
## Follow-up
### For Detractors (0-6):
¿Qué tendríamos que cambiar para que nos recomendaras?
### For Passives (7-8):
¿Qué nos falta para ser una comunidad que recomendarías sin dudar?
### For Promoters (9-10):
¿Qué es lo que más valoras de la comunidad?
## Optional
¿Hay algo más que quieras compartir?
## Handling Feedback
1. **Acknowledge**
"Gracias por compartir esto. Te escucho."
2. **Clarify** (if needed)
"Para entender mejor, ¿podrías darme un ejemplo?"
3. **Categorize**
- Quick fix (do now)
- Planned improvement (add to roadmap)
- Can't change (explain why)
- Need more input (investigate)
4. **Respond**
"Esto es lo que vamos a hacer / por qué no podemos..."
5. **Follow Up**
"¿Viste el cambio que hicimos basado en tu feedback?"
## Segment Definitions
1. **Lurkers** (View only)
- Read but don't post
- Valuable audience
- Nudge occasionally, don't pressure
2. **Occasional** (Monthly active)
- Participate when relevant
- Consistent but not frequent
- Keep them informed
3. **Regular** (Weekly active)
- Predictable participation
- Core community members
- Invest in relationships
4. **Power Users** (Daily active)
- High engagement
- Influencers in community
- Partner with them
5. **Champions** (Leaders)
- Actively grow community
- Create content, help others
- Empower and recognize
## Tailored Approaches
**Lurkers**
- Lower barrier content (polls, reactions)
- Highlight that questions are welcome
- Success stories from others who started lurking
**Occasional**
- Event invitations
- Monthly digests
- "Best of" summaries
**Regular**
- Recognition for contributions
- Early access to content
- Community input opportunities
**Power Users**
- Moderation opportunities
- Content collaboration
- Strategic input
**Champions**
- Leadership roles
- Speaking opportunities
- Ambassador program
## Tracking Member Health
Engagement Score (composite):
- Messages sent
- Reactions given
- Questions asked/answered
- Event attendance
- Days active
Risk Indicators:
- Declining activity trend
- Ignored messages
- Negative sentiment
- Support issues unresolved
Success Indicators:
- Increasing engagement
- Helping others
- Creating content
- Referring new members
## Member Experience KPIs
Acquisition:
- New member sign-ups (weekly/monthly)
- Acquisition source
- Conversion rate (visitor → member)
Activation:
- Time to first message
- First-week engagement rate
- Onboarding completion rate
Retention:
- DAU/MAU ratio
- 7/30/90 day retention
- Churn rate (% lost monthly)
Satisfaction:
- NPS score
- Survey satisfaction scores
- Support resolution time
Advocacy:
- Referral rate
- User-generated content
- Ambassador program size
## Where to Personalize
1. **Welcome Messages**
- Use their name
- Reference how they joined
- Tailor to their stated interests
2. **Content Recommendations**
- Based on stated interests
- Based on engagement history
- Based on questions asked
3. **Event Invitations**
- Match topic to interests
- Consider timezone
- Account for past attendance
4. **Re-engagement**
- Reference specific past contributions
- Highlight what they've missed
- Connect to their expressed goals
## Personalized Check-In
¡Hola [Nombre]!
Vi que te uniste hace [tiempo] interesado/a en [tema del intro].
¿Has encontrado lo que buscabas? Si no, me encantaría ayudarte.
Basado en tu interés en [tema], te recomiendo:
- [Recurso relevante 1]
- [Canal relevante]
- [Evento próximo relacionado]
¿Hay algo específico que te gustaría aprender o encontrar?
[Firma]
## C - Connect
Make members feel seen and valued
- Personalized interactions
- Genuine interest in their journey
- Create belonging
## A - Assist
Remove friction and provide help
- Fast response to questions
- Clear navigation
- Proactive support
## R - Recognize
Celebrate contributions and milestones
- Public appreciation
- Role advancement
- Exclusive opportunities
## E - Empower
Enable members to contribute and lead
- Easy ways to help others
- Paths to leadership
- Co-creation opportunities