Yeah, that doesn’t sound like it makes sense, if members can drop off between clicking through to community and actually registering. I’d count a new member at the point that their data is pushed into the member database.
We go back and forwards on this a bit, and I think that like many things in community, what works for one won’t work for another. That’s where data is so important.
We’re always focussing on big wins, which means looking at the best ways of using your time to return the most value. If you can automate the journey and that works, brilliant, but if newcomer conversion is a sticking point for you, I’d consider a more granular approach. Do you have an automated onboarding journey? If not, I’d go down that route first.
30 new members per day isn’t huge and if you can convert a couple of them into long term members then I’d say it was good use of 10 minutes, but you’d need to be able to prove that. I’d try it for a month and see what the data tells you.
All that said, I’ve only ever worked directly in CoPs, which are a different beast from support communities. While the theories of motivation and persuasion apply in the same way, the tactical approaches will differ, so I’d love to hear from others in a similar situation to yours.