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Customer Service

Customer Service can make or break your renewal rate. Customer service, at its core, is ensuring that your subscribers and members are so they will continue doing business with you. Seems simple, right? Yet it’s becoming increasingly complex as the responsibilities of customer service change, the number of customer service channels expand, and customer expectations increase. When you consider that 82% of consumers have stopped doing business with a company because of bad customer service, you begin to understand the scope of the issue. The good news?  Customer service still comes down to prompt, honest, empathetic communication with your customers, and even small companies can do it well.

Here are some of our most popular & evergreen content focused on Subscription Customer Service:

·      Customer Service Out in the World: Social Media and Your Online Reputation

·      Effective Customer Service Is Quantized Customer Service

·      Customer Service: The Basics

·      Establishing a Customer Service Department

·      Outsourcing Customer Service

·      Handling Common Customer Service Questions

·      Your First Customer Service Hire

·      Scaling Your Customer Service Team

Interested in on-demand training? Check out:

  • Subscription Fundamentals: RETENTION, with Robert Skrob.Learn the essentials and tactics of retention, including teaching you how to develop a membership growth plan, optimize your member’s journey, deliver what your subscriber truly wants, and a primer on how to track and measure it all for maximum profitability!
  • Subscription Fundamentals: PAYMENTS, with Melanie Stout. Learn about involuntary churn and the essentials of how recurring payments work, starting with basics and work through to sophisticated topics such as chargeback handling and KPI monitoring.
  • Subscription Show 2020 On-Demand with 77 sessions dedicated to the latest subscription economy trends and intel to help you grow your business.

Check out all of our Customer Service information below – both news and subscriber-only – organized by date:

Subscription Show 2020 Q&A with CEO Kathy Greenler Sexton

Subscription Show 2020: Day #1 Highlights

Day 1 of Subscription Show 2020 is in the books, complete with keynotes, sessions, networking, coaching and more. Here are highlights.
Subscription Show 2020 Q&A with CEO Kathy Greenler Sexton

Subscription Show 2020 Preview: What to Expect

Subscription Show 2020 starts October 5. Here Subscription Insider and Authority Media CEO Kathy Greenler Sexton shares a preview.
Rent the Runway Adapts Clothing Subscription Business Model

Rent the Runway Adapts Clothing Subscription Business Model

Rent the Runway adapts their clothing subscription business model to streamline the company and meet the changing needs of today's shoppers.
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How a Member-Centric Approach Drives Growth for Modern D2C Brands Like FabFitFun and PupBox

In this article, we’ll discuss winning member-centric strategies used by two popular D2C brands to tackle challenges and fuel tremendous growth.

Effective Customer Service Is Quantized Customer Service

The importance of effective customer service is well understood. But how do you know if you are delivering that? And what channels -- phone, email, chat, social media, etc. -- should you emphasize? How about innovations like chatbots, intelligent agents, and other automated systems? Measuring customer service breaks down into two general areas: satisfaction metrics based on customer attitudes and performance metrics based on support staff behavior. …
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Subscription Insider is uniquely focused on the business of subscriptions.

Subscription Insider is uniquely focused on the business of subscriptions.
We deliver the information, training and research that subscription entrepreneurs, executives, and their teams need to support improved decision making, skills, and profitability.
Thousands of Consumers File Complaints with BBB Against Weight Loss App Noom

Weight Loss App Noom Generates Thousands of Consumer Complaints to BBB

Thousands of consumers have filed complaints with the Better Business Bureau against weight loss app Noom for misleading free trials.
The Kroger Co. is expanding its Kroger Ship program to include an online marketplace of more than 500K items from third-party sellers.

‘Kroger Ship’ to Expand to Include Online Marketplace for Third-Party Sellers

The Kroger Co. announced they are expanding their Kroger Ship program to include an online marketplace of more than 500K ship-to-home items.
Apple Reports Record Revenue of $64.7B in Q4 FY20

Apple Reports Double Digit Growth in Products and Services in Q3 FY2020

Apple reports double digit growth in products and services in Q3 FY2020, including growth in subscription services revenue.
Wink Customers Outraged at Unexpected Switch to Subscription Model

Wink to Move Forward with Subscription Plan July 27

After putting it on hold indefinitely, Wink will move forward with its subscription plan on July 27. Non-subscribers will retain limited functionality.
Panera offers free hot coffee, iced coffee and hot tea to MyPanera+ subscribers all summer long.

MyPanera Plus Coffee Subscribers Get Free Coffee and Hot Tea All Summer

Panera is offering free hot and iced coffee and hot tea all summer to new and existing subscribers to its MyPanera+ coffee subscription program.

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