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The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue (Business Books) Hardcover – 1 Apr 2015

4.8 out of 5 stars 6 customer reviews

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Product details

  • Hardcover: 272 pages
  • Publisher: McGraw-Hill Education (1 April 2015)
  • Language: English
  • ISBN-10: 0071839321
  • ISBN-13: 978-0071839327
  • Product Dimensions: 16 x 2.5 x 23.4 cm
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (6 customer reviews)
  • Amazon Bestsellers Rank: 210,872 in Books (See Top 100 in Books)
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From the Back Cover

“From Netflix to Spotify, over the past few years, subscription models have become a powerful and profitable business model in the digital economy. Robbie has written a unique, well-researched and very smart book for anyone interested in building one.”
David Kirchhoff, former CEO, Weight Watchers International and

“At American Express, we've always been committed to putting our members at the center of everything we do. Robbie Baxter's book provides practical techniques and insightful new examples to guide organizations in building powerful, ongoing relationships with their members.”
Josh Silverman, President, Consumer Products and Services, American Express

The Membership Economy is an insightful, research based look at the strategies and tactics needed to develop, grow and maintain a membership-style program for customers. It is perhaps the best, most detailed source I’ve found on this subject to date, and it has very much changed the way I think about our own growing membership program. I can’t recommend it enough.”
Mark Kupferman, VP, Insights & Interactive Marketing, Six Flags Entertainment Corp.

“Some will read The Membership Economy as an entertaining collection of stories about some of the most innovative organizations out there, while, for others, it will serve as a practical guide. It’s a fun insider view that’s also pragmatic.”
Marc Bodnick, CEO, Quora

“In The Membership Economy, Baxter explains, illustrates, and advocates for this new way of doing business ― you won’t want to miss it.”
Bob Baxley, Head of Product Design and Research, Pinterest

“ has always focused on open, transparent, ongoing relationships with members of our community, from customers to vendors to partners. As a result, we've been named for four consecutive years by Forbes. Companies that don’t build this kind of community will fall behind, but Robbie’s book can help any kind of organization leverage these principles and thrive. The Membership Economy is a critical read, and one that should be added to your business bookshelf this year.”
Leyla Seka, SVP & GM at

“Having seen and experienced the challenges of building long-term sustainable relationships involving membership organizations, Robbie Kellman Baxter offers clear examples and straightforward advice how to achieve success in both the non-profit and corporate sectors.”
Howard L. Wollner, Chairman, NPR Foundation

“There's a big difference between subscribers and members. From The Times to The Sun and now at The Wall Street Journal, we are committed to building our relationship with our customers around the principles of membership. Members are more engaged, more connected and more profitable. Read The Membership Economy to learn how to take your organization from transactional to relational.”
Katie Vanneck-Smith, Chief Customer Officer and Global Managing Director, Dow Jones

“As the leader of a major alumni relations office, I understand the importance of building long term relationships with our members. Robbie Kellman Baxter's practical advice will drive immediate results. If your organization depends on having highly engaged members, you should read The Membership Economy.”
Raphe Beck, Director of Alumni Relations, Stanford Graduate School of Business

“I've run a successful membership business for a while now. So I'd like to tell you to move along and not read this book... because why is Robbie Kellman Baxter giving away all our hard-won secrets? But I won't tell you that. Because The Membership Economy is great perspective on an important topic.”
Ann Handley, Chief Content Officer of MarketingProfs, and author of the Wall Street Journal bestseller Everybody Writes

“Robbie’s book is packed with innovative ideas for pricing, acquisition, and engagement of customer. I highly recommend this book for any CEO who seeks to disrupt their industry by putting their customers at the center of everything they do.”
Heidi Roizen, Operating Partner, Draper, Fisher, Jurvetson

"Baxter has brought our attention back to the point of any business--deliberately delighting customers so that they only want to return. Wondering how to make your customers, team and investors enthralled all at once? Make irresistible offers. Read The Membership Economy!
Lisa Gansky, entrepreneur and bestselling author of The Mesh

About the Author

Robbie Kellman Baxter is a consultant and speaker who has been providing strategic business advice to Silicon Valley companies for over 20 years. She is the founder of the consulting firm Peninsula Strategies LLC, and regularly presents to professional associations, leading universities, and corporations.

Customer Reviews

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Top Customer Reviews

Format: Hardcover
The term "customer evangelist" was introduced by Ben McConnell and Jackie Huba in their eponymous classic in 2002. I cannot recall a prior time when it was more difficult to create and retain them than it is today and competition is certain to become even more intense in months and years to come. That said, to what does the title of Robbie Kellman Baxter's book refer?

She defines membership "as the state of being formally engaged with a organization or group on an ongoing basis. Members are part of the whole -- although they don't always contribute to the experience of other members. An organization able to build relationships with [begin italics] members [end italics] -- as opposed to plain customers [end italics] -- has a powerful competitive edge. It's not just changing the words you use; it's about changing the way you think about the people you serve and how you treat them."

Companies that thrive in what Baxter characterizes as the Membership Economy are annually ranked among those that are the best to work for and held in highest regard. They are also annually ranked among those that are most profitable with the greatest cap value in their competitive marketplace.

These are among the dozens of passages of greatest interest and value to me (through Chapter 16), also listed to suggest the scope of Baxter's coverage:

o What Is the Membership Economy?
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By Autamme_dot_com TOP 1000 REVIEWER on 21 April 2015
Format: Hardcover
Do you have customers – transient or regular – or do you have members, people who feel they have a connection to your business and the products or services that you offer? The so-called “Membership Economy” is a fairly modern constructive term, yet it hardly seems so new. Technology has just made it perhaps more prevalent, more accessible and more in-your-face.
Maybe you’re a member and haven’t realised it? The distinction can be lost, especially in the digital world. You can be a customer of Amazon (and member of its online service) but you are a member of Amazon Prime. Yet the concept can be more than just a subscription. Maybe it depends on what you are a member of and how you utilise your membership? A book such as this promises to explain the mystery which is, the author contends, the inevitable result of technological advancements, social trends, and a generation in transition.
The author argues that we are willingly moving away from the concept of ownership yet we still want the benefits of access, a feeling of ownership or community. There is pushback too and even a renaissance in owning physical things. Who knows what will win. Human nature shows we are prone to collecting things… Yet to a company, if you have the right product and service the concept of transitioning your customers to being members, a source of regular income and ever-closer relationships is an attractive concept. It can require more work than you might imagine and the customer can be fickle, loyal for a time and then quick to switch their affections to another suitor as required.
All the buzzwords can be brought under one roof. It is up to you to make something out of it all!
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Format: Hardcover
If your serious about transforming your revenue, leverage and placing your clients at the heart of your business, The Membership Economy is a must read.

Thank you Robbie for honestly changing the entire direction of our company as we begin our journey.
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