There are some features that you might want to be reminded about, but also some new features for you to use with your customers, as part of your business compliance.
Export Member Data Button
As part of GDPR your Customer/Member has the right to request that their data be removed from your records if they so desire. This might happen after they end a membership with you. It is also the right of that member to request their personal data in a digital format from you (which would be very difficult to do without Clubmate!).
So to make things easy you can now export data straight from the Members Profile at a click of a button.
Open up the member profile, navigate to the "Audit" tab and click on either export member data (all personal information) or export membership data (details of all active and inactive memberships for this member).
Members Area Marketing Preferences:
Opt in or Opt Out
A unique feature of Clubmate is the Members Area which allows the Member to buy Memberships, make bookings and update their personal information, taking away the admin burden from you on a daily basis.
A member can now Opt-in or Opt-out of marketing consent straight from within the Members Area allowing them to update their preferences themselves. GDPR was designed to ensure the member stays in control of their own data - they now can!
When a member logs in for the first time, or hasn't already accepted the terms, they will be presented with these options. To continue they will need to accept the terms and conditions and privacy policy. Contact permission options are optional.
For details on how to set up the contact permissions, see our article on Your clubs T&C's, Privacy Policy and Consent settings
If the member wants to update any of these preferences in the future they can click on the "Update communication preferences" button in the top right of their members section.
It's likely that you'll have members that do not go online, if this is the case you can now update their preferences for them from within the Members Profile page.
Open up the member profile, navigate to the "Preferences" tab.
Communication preferences:
System and club messages - by default this is active. These could be messages like welcome emails, booking details etc. They are also emails that you 'need' to send your members as part of their membership with you. The option to disable this is available to all staff members, but not the member themselves
Newsletter / Offers and promotions - these are configurable by your club administrator. See our article on Your clubs T&C's, Privacy Policy and Consent settings
Policy Documents - indicates whether a member has accepted your T's & C's and your privacy policy or not
It’s a good idea that you communicate to your customers and prospects that in order to receive marketing information, they must opt-in to receive it.
Below are some points worth mentioning to ensure that customers are aware of the need to opt-in or opt-out.
Make it friendly
Mention a benefit of being signed up to your marketing list, i.e. We don’t want you to miss out on exciting offers we have for our club!
Remember, if a customer does not actively opt-in, you are unable to send them any kind of marketing material if there is no legitimate interest for that customer.
Messaging for Opted-in Customers
When you send a message to your members and prospects you will need to make sure you are adhering to the contact preferences they have. You can do this whether you are sending to an individual or using the bulk email filter.
When you start a new message, you will find a new option (only visible if you are sending an email or an SMS)
Use this box to specify the type of message you are sending - Clubmate will then make sure the email isn't sent to those users who aren't opted-in to the relevant consent (for peace of mind, we do put a copy of the message in the members comms hub, but we mark it as opted-out...so you have a record)
It is key that you ensure you send to those customers who have opted in to receive marketing communications from you.
IMPORTANT - your members can change their preferences at anytime, so you should always select in The Members Grid the latest Opted in data which means you are doing everything possible to adhere to your members preferences at that point in time.
NOTE - When using Mailchimp for example once the Campaign list has been used delete it and do not re-use the same data for a later campaign as you might well find that someone has changed their preferences in that period between email campaigns.
It is also worth pointing out that as in order to deliver your business service to a member you do have a Legitimate Interest "means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience"
*Remember* We are not legal professionals, and we strongly advise that you seek legal advice in becoming GDPR compliant.