🚨Introducing: Funnels 📈
A visual tool designed to help you pinpoint opportunities to perfect your customer journeys. Become (even more) obsessed with your appointment and/or class intro funnels!
Have you spent hours designing a powerful customer journey but you're not totally sure how well or if it's working?
Introducing funnels, a visual tool designed to help you pinpoint opportunities to perfect your customer journeys. Become (even more) obsessed with your appointment and/or class intro funnels!
See the health of your customer journeys at a glance 👀
See your customer journeys in visual funnels, from the point where people are leads to the point when they become renewing members. Easily identify points in your customer journeys where you are losing opportunities. Take those missed opportunities and send them messages by enrolling them into sequences. With funnels, you’ll be able to track your conversion metrics at every step of your customer journeys.
Find funnels in your dashboard under Analytics > Funnels.
Find funnels in your dashboard under Analytics > Funnels.
The impact a modern and consolidated platform has on your studio, gym, or wellness center 💥
Momence powers your back office as a single platform solution: scheduling, payments, communication, marketing, accounting, and reporting all-in-one. This is game-changing for your business as all of your operations, marketing, and sales data all live within one platform. Funnels make it possible, for the first time ever, to see end-to-end reporting from lead → intro → member — and more. How exciting?!
Business insights at a glance with Funnels 📈
At Momence, we’re pretty obsessed with the customer journey. We’ve seen first-hand the difference it can make for businesses like yours when an owner or their team takes the time to map out thoughtful journeys. They set up automated sequences designed to scoop up leads that come into the Lead Management center from different sources and immediately begin communicating with them. It's the difference between profitable businesses vs those treading water.
Find funnels in your dashboard under Analytics > Funnels.
Now let’s dive into how Funnels can work for you! 🏊
We are excited to launch this new product with multiple funnel options that you can start using today. These funnel options are designed to help you understand the customer journey from lead → intro → member or from intro → member (to encompass customers who did not join from a lead form). Check out the steps below for how to get started and understand how Funnels can work for you and your business.
P.S. - stay tuned for more funnel options in the future!
Here’s how it works:
To get started, navigate to Analytics > Funnels and select the funnel that makes sense for what you are looking to analyze (i.e. if your intro offer is class-based, select Class funnels, and if it’s appointment based, select Appointment funnels).
Note: In order to have data appear in funnels, you must have an intro offer set up under Memberships > Subscriptions/packs and actively being sold. You’ll see the best results when you promote your intro offers via meta or google ads or highlight on your website and nurture leads via Sequences. Don’t already have classes or appointment client journeys set up? No stress! Here are some articles re: intro offers & re: .leads
Using the Classes: Lead conversion funnel as our example, let’s say you are a fitness studio, primarily focused on group fitness classes. You have an advertisement on instagram about your intro offer, which provides 2 weeks of unlimited classes at a discounted price. You know that you are generating leads from the ad and people are buying the intro but you just don’t know how successful the conversion is from lead to intro and from intro to membership. That’s where funnels comes in!
As you can see in the image below, the Classes funnel shows you a clear picture of:
How many leads you’ve generated from the ad campaign.
Of those leads, how many purchased your intro (vs. how many did not).
From the intro purchasers, how many actually booked their first class (vs. how many did not).
Of the customers who booked their first class, how many purchased a non-intro membership (vs. how many did not).
And from those non-intro membership purchases, how many booked their next class (vs. how many did not).
This visual gives you the unique ability to clearly see where your efforts are working, and where you could be trying new initiatives. When looking at the number of leads who actually purchased an intro offer, you can see that less than 30% of those leads took action. Similarly, of those customers who purchased an intro, less than half actually booked their first session. This is an excellent opportunity to examine your current efforts (i.e. sequence actions) to see where you might be missing the mark.
Excited to dig deeper? You have the ability to click into any of the sections to see a more detailed breakdown, as well as the list of customers or leads from that category, and what the customer’s next steps are.
You also have the option to filter certain sections, allowing you to go deeper into the data (ex. to see how particular lead sources, intros or memberships are doing), vs all option together.
This data is useful so that you can pull the groups of customers who haven’t taken the actions you want and easily tag or change lead stage so enter them into a new sequence, allowing you to re-engage your marketing efforts on previously lost opportunities. Additionally, you can consider adding in additional actions within sequences to fill the gaps of your current messaging to see higher results over time!
Stop leaving opportunities (or money!) on the table. ✋
Navigate to Analytics > Funnels to begin exploring what your client journeys currently look like and identify opportunities to enhance the journey.
Interested in diving into the details of how each funnel works?
Here's a list of funnels we offer and how they function:
Abandoned Checkout Funnel
This funnel shows leads who initially abandoned a checkout but returned back after being contacted, and possibly became customers buying a membership.
Step 1: Lead created
The initial step fetches leads created within the selected date range
Additional filter used: lead must be created from an abandoned checkout (using
initRegistrationRequest+UserRegistrationObservationRequest)
Step 2: Lead contacted
No date restriction
Uses customer lead
lastContactedAtto evaluate whether the contact has been made and when
Step 3: Viewed checkout page
No date restriction
Excludes Abandoned Checkout observations from the first step to avoid counting them twice
Step 4: Converted to customer
No date restriction
Uses customer lead
convertedToCustomerAtto evaluate whether the contact has been converted from a lead into a customer and when
Step 5: Bought membership
Membership needs to be bought within the selected date range.
Lead to Customer Conversion Funnel
This funnel shows a journey of a lead to a customer, converting after being contacted or visiting a checkout page.
Step 1: Leads created
The initial step fetches leads created within the selected date range
Step 2: Lead contacted
No date restriction
Uses customer lead
lastContactedAtto evaluate whether the contact has been made and when
Step 3: Viewed checkout page
No date restriction
No checkout page type restriction
Step 4: Converted to customer
No date restriction
Uses customer lead
convertedToCustomerAtto evaluate whether the contact has been converted from a lead into a customer and when
Step 5: Bought membership
No date restriction
All kinds of memberships are considered
Winback Funnel
This funnel shows how many inactive customers are becoming active again by a contact and how many of them eventually check-in.
Step 1: Customer with no recent check-in
The initial step fetches all host members
Definition of inactive customer: there is no recent visit (no last check-in date within range starts at - X days up to starts at, where X can be specified)
Step 2: Customer contacted
Uses customer lead
lastContactedAtto evaluate whether the contact has been made and whenLast contact must be made within the specified funnel time rage
Step 3: Customer viewed checkout page
Date is restricted to funnel data range
No checkout page type restriction
Step 4: Customer booked
Customer made a booking to appointment or session within the selected date range
Step 5: Customer checked-in
Customer made a check-in to appointment or session within the selected date range
Guest Referral Funnel
This funnel shows how many of customer referred eventually bought a membership, and how many of those used an intro offer.
Step 1: Customer created through referral
The initial step fetches all customers that were created from a referral within the selected date range
Step 2: (not) Booked
Evaluates whether a booking has been made within the selected date range
Considers sessions and appointments
Step 3: Bought intro offer
Customer has bought a membership (intro offers only) within the selected date range
Step 4: Booked anything with intro offer
Customer has booked an event (intro offers only) within the selected date range (date of booking, not the actual event)
Considers sessions and appointments
Step 5: bought non-intro membership
Customer has bought a membership (non-intro offers only) within the selected date range
Step 6: booked anything with non-intro membership
Customer has booked an event (non-intro offers only) within the selected date range (date of booking, not the actual event)
Considers sessions and appointments
Membership Lead Conversion Funnel
This funnel shows how many leads end up visiting checkout page and buying a membership after being contacted.
Step 1: Lead created
The initial step fetches leads created within the selected date range
Step 2: Lead contacted
Uses lead
lastContactedAtto evaluate whether the contact has been made and whenLast contact must be made within the specified funnel time rage
Step 3: Lead viewed membership checkout page
No date restriction
Step 4: Lead purchased a membership
Membership purchased within the selected date range
All kinds of memberships are considered
Membership Renewal Funnel
This funnel shows a summary of first 10 renewable subscription renewals / freezes / cancellations.
Step 1: Membership purchased
Only renewing subscriptions are considered
The initial buy must occurr within the selected date range
Step 2: Membership activated
Memberships that activate on first use must have startsAt specified
Memberships that do not activate on first use are all considered activated
Step 3 and others: Membership renewal event
Each step represents a renewal event, that can either be renewal, freeze or cancellation
The third step represents the first renewal (second iteration), since Step 1 represents the initial one