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 #5 Highlights

Day #5 of Subscription Show 2020 included a VIP session with author Robbie Kellman Baxter, keynote Anne Janzer, sessions, networking & more.
Philadelphia Inquirer to Sell Printing Facility and Lay Off 500 Employees

Philadelphia Inquirer to Sell Printing Facility and Lay Off 500 Employees

The Philadelphia Inquirer is planning to sell its 674,000 sq. ft. printing facility by year end, forcing a layoff of 500 employees.
Subscription Show 2020: Day #2 Highlights

Subscription Show 2020: Day #4 Highlights

Day #4 of Subscription Show 2020 included a VIP session with Robert Skrob of Membership Services, sessions, demos and more.
Lyft and Grubhub Partner to Offer Free Food Delivery to Lyft Pink Members

Lyft and Grubhub Partner to Offer Free Food Delivery to Lyft Pink Members

Responding to member requests, Lyft and Grubhub partner to offer free food delivery to Lyft Pink members through Grubhub+.
Apple TV+ Free Trial Extended Until End of January

Apple TV+ Free Trial Extended Until End of January 2021

In a gesture of goodwill, Apple has extended the free trial period for Apple TV+'s SVOD subscription service until the end of January 2021.
Nacha Adopts New Operating Rules to Modernize ACH Payments

Nacha Adopts New Operating Rules to Modernize ACH Payments

Nacha has adopted 8 new amendments to their operating rules to modernize ACH payments and make them easier to use.
Subscription Show 2020 Q&A with CEO Kathy Greenler Sexton

Subscription Show 2020: Day #3 Highlights

Today we wrapped up the first week of Subscription Show 2020. It was a lot of work, but we loved every minute...
Subscription Show 2020: Day #2 Highlights

Subscription Show 2020: Day #2 Highlights

Highlights from Day 2 of Subscription 2020 include an exclusive VIP Q&A with Geoff Colvin, keynote with Skift, sessions, coaching and more.
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.

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