This feature will be communicated to tier 3+ clients in May 2023. Tier 0-2 clients will receive communication regarding memberships in June 2023.

FareHarbor memberships is a powerful feature built with flexibility at its core. Clients can build and customize memberships based on their requirements, defining benefits, validity time, redemption rules, applicable items, customer types, and more. Clients can also manage their members, view history of their memberships and bookings, renew memberships, and make direct bookings for members.

Membership offerings seamlessly weave into the online booking experience for their customers. Customers can purchase their memberships online or through direct sales from the Dashboard, and they can redeem the benefits by applying their membership ID during checkout.

Membership offerings help our clients bring in payments upfront, upsell goods and services, and generate higher purchase frequency from a consistent customer base.

A successful membership program fosters a loyal customer base, improves retention, encourages organic referrals, and incentivizes customers to purchase because the deals are a good value for the price.

• Memberships are highly customizable to the clients’ setup.
• Customers can purchase memberships directly from the client’s online booking experience and redeem their membership benefits by entering the member ID during checkout.
• Businesses Grow Revenue 2.5x Faster: Companies that prioritize and earn customer loyalty grow revenues roughly 2.5 times as fast as their industry peers (Harvard Business Review 2020).
• Customers Are 62% More Likely to Spend More: Members of paid loyalty programs are 62% more likely to spend higher amounts on your business after paying for a membership (McKinsey 2020).
• On average, clients selling memberships on FareHarbor experienced 50% more return customer bookings from their members compared to their regular customers.

✅ Included

Client

• Set up for memberships: Define benefits, validity time, blackout dates, redemption rules, applicable items and customer types for the membership.
• Manage memberships:
  • View all members: Name, email, phone number, purchased memberships, valid dates, member ID, creation date, update date.
  • Member overlay: View and edit member details, make new bookings, renew or cancel membership, add a photo in member notes.
• Sell memberships: Sell memberships like a retail item on their online booking experience (Lightframe).

End Customer

• Purchase memberships: Customers can purchase memberships through the online booking experience.
• Redeem memberships:
  • Booking: Members can redeem their membership benefits by entering their member ID and booking with the benefits.
  • View Benefits: Members can view their benefit summary in the confirmation email. The summary displays the total visits, total benefits used, and other details of their memberships.

❌ Not Included

• Reporting (Coming soon)
• Membership’s QR code
• Automatic renewals
• Ability to save membership to digital wallet
• End customer portal
• Customer upload a photo of the membership holder

For future memberships development considerations, the not-included functionalities above will be reviewed and prioritized based on beta and client feedback.

For concepts and visuals of memberships in action, refer to slide 4 and onwards of this deck:

Memberships are not suitable for every client. When analyzing whether a client should have memberships enabled, consider the following about whether a client is a good or bad fit.

Good Fits

• Clients with a significant number of repeat customers.
• Clients with recurring items that allow their customers unlimited bookings over time, a set number of booking uses within a set time frame, or simply a set number of uses.
• Clients that want daily, monthly, yearly, season passes (for example, “10 class passes”).
• Clients that want annual or seasonal memberships.
• Clients that want tier memberships (for example, gold membership, silver membership, bronze membership).
• Clients that already have a “membership hack” in their Dashboard.
• Examples of generally suitable clients: attraction providers, museums, zoos, sailing companies, workshops, ax-throwing, ski and winter activities, kayak activities and rentals, boat rentals, SUP, and surf.

Bad Fits

• Clients that want punch cards (for example, “buy 10 entrees, get 2 free”).
• Clients that want round trip bookings (for example, commuter bookings).
• Clients that want automatically renewed memberships (this may be supported in future iterations).
• Clients that want weekend passes (for example, having a single booking to provide entry for multiple dates).
• Clients that want RFID passes.

After a client requests to have memberships enabled, follow these steps to process their request:

1. Check if the client is a good fit for memberships.
2. If they are a good fit, enable the feature by going to Advanced Settings > Setup > Memberships.
3. Respond to client:
   1. If they are not a good fit for memberships, politely let them know that this feature isn’t best suited for their current Dashboard setup. You may want to include reasons for your decision, such as referencing the note on this page about what setups we don’t support.
   2. If the client is a good fit for memberships, respond and let them know we have enabled the feature at their request. In your response, make sure to send them both the help pages outlining how to build their memberships themselves as well as the Membership Build Request Form.
      • If a client submits the Build Form, the responses get triaged to the appropriate Support Build Liaison who will then send the response to the Build Team to build out the item(s). When the build is complete, builders will post in the #builders room to inform the submitter (this is typically the Build Liaison, Support Agent, or Account Manager) so they can follow-up with the client on their build. It is their responsibility to inform the client of completion and have the client check to ensure it’s all done per their requirements.

Check out our memberships Lessonly.