Sweat the small stuff.

It's not just a welcome email.
It's not just an email reply.
It's not just a renewals notice.

"Little by little, a little becomes a lot." - Tanzanian Proverb

This wisdom applies not only to life but also to the membership journey.

Although headline events are important, the true essence of membership lies in the small, often overlooked moments. It's in these 'small' moments that lasting impressions are made and connections are forged.

As I've researched the member experience at NRL clubs, it's become clear that these touch points are missed opportunities for connection, brand reinforcement, and member delight.

Let's explore 25 potential moments in a fan's journey that could make all the difference.

🚀 Acquisition

1. Browsing membership packages
2. Asking a question about membership

Example: Implement a live chat feature on your website to answer membership questions instantly.

🎉 Onboarding

3. Receiving their order confirmation
4. Getting their welcome email
5. Unwrapping their membership pack
6. Logging in to the member portal
7. Updating their preferences
8. Receiving their first email or SMS update
9. Joining the members-only Facebook group

Example: Create a personalised video message from the team captain in the welcome email.

🏟️ First Experience

10. Purchasing tickets to their first home game
11. Arriving at the car park
12. Lining up to enter the stadium
13. Scanning their ticket
14. Attending their first home game
15. Voting for player of the match
16. Providing feedback on their game day experience

Example: Provide a "First Game Passport" - a small, attractively designed booklet where members can collect stamps or stickers for different experiences during their first game.

🔄 Ongoing Engagement

17. Purchasing merchandise
18. Contacting the club with a question or complaint
19. Attending their first member-exclusive event
20. Celebrating their birthday
21. Reaching a membership milestone
22. Referring a friend to join

Example: Send a handwritten birthday card signed by a player.

🔐 Retention

23. Receiving their membership renewal invitation
24. Failing to renew their membership
25. Upgrading their membership

Example: Create a personalised video highlighting the member's journey with the club when they're up for renewal.

The secret ingredient? Attention to detail, not a big budget. For most of these examples, money isn't the obstacle to creating a memorable moment.

Memorable doesn't happen by accident.

👉 Now it's your turn: What 'small' moments have left a lasting impression on you? Share your experiences in the comments!