14 Strategies for Better Subscription Retention
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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:

6 Most-Read How-To Articles

How-to manage lapsed subscribers, how-to manage subscription customer service, how-to manage payments: these are just some of the how-to topics we covered in 2018. Here are the six most-read how-to articles from 2018.
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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.

Comcast Launches Xfinity Flex Streaming for Internet-Only Customers

Cable behemoth Comcast is trying to get its slice of the streaming video pie, it seems. Last Thursday, Comcast announced the launch of Xfinity Flex, a streaming video on demand service for the company's internet-only customers. Effective yesterday, for $5 a month in addition to the cost of their internet service, Xfinity internet-only customers can use their TV and a Comcast voice remote to manage all their connected devices at home and access all - or most of - their streaming video experiences in one place. Comcast is essentially turning customers' televisions into dashboards for accessing entertainment and other digital devices in the home.

Defendant in Subscription Fraud Lawsuit Sues Former Business Partner

In May 2016, the Federal Trade Commission (FTC) filed a complaint in U.S. District Court in southern Oregon against dozens of third-party subscription companies who allegedly defrauded consumers of more than 375 publications nationwide by charging inflated renewal rates. Dennis Simpson, now living in San Diego, was named in that lawsuit along with business partner Jeffrey Hoyal and dozens of individuals and companies. Simpson has filed a $5 million lawsuit in Jackson County Civil Court against Hoyal, alleging he embezzled millions from Simpson and another partner, reports the Mail Tribune.

Five on Friday: Marketing Tips, Digital Ads and Standing Out

In this weeks Five on Friday, Entrepreneur magazine shares ways to become a standout in the subscription industry, FedTech News tells us why the Army Corps of Engineers is moving toward SaaS, Forbes explores whether the evolution of digital ads will eventually lead to better advertising, PYMNTS.com predicts that subscriptions are the future of fashion, and Tulsa Business & Legal News offers tips on how to effectively use your website as a marketing tool.
Hello! If you are a paying Subscription Insider Member, please log in below to continue reading. Otherwise, click subscribe below to enjoy access to all of our premium content.

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.
Wink Customers Outraged at Unexpected Switch to Subscription Model

Wink Customers Outraged at Unexpected Switch to Subscription Model

Smart home hub provider Wink outraged customers last week when it unexpectedly announced a switch to the subscription model.
12 Tips to Boost Holiday Subscription Sales

12 Tips to Boost Holiday Subscription Sales

These 12 tips will help your company boost holiday subscription sales, make gift giving easier, and attract prospective subscribers.
Hello! If you are a paying Subscription Insider Member, please log in below to continue reading. Otherwise, click subscribe below to enjoy access to all of our premium content.

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.

Intuit: How Not to Get Customers to Subscribe to SaaS

In 2015, Intuit (NASDAQ: INTU) made a big push to get its customers to move from its QuickBooks desktop software to its cloud-based SaaS, QuickBooks Online (QBO). To encourage users to make the switch, QuickBooks raised its prices on the software, thinking a monthly subscription of $10 to $25 would be more attractive to customers than an upfront investment of a few hundred dollars. The plan backfired.

Handling Common Customer Service Questions

One of the best foundations for good customer service is preparing for the common questions that frequently come up. It's imperative to identify inquiries that your customer service representatives may receive, prepare standard ways to respond to those inquiries and know when to escalate an inquiry to someone else.
Hello! If you are a paying Subscription Insider Member, please log in below to continue reading. Otherwise, click subscribe below to enjoy access to all of our premium content.

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.

Walmart to Offer Delivery Unlimited Grocery Subscription for $98 a Year

Retail giant Walmart is upping its grocery game with two new offerings: an unlimited grocery delivery subscription service for $98 a year, or $12.95 a month, and InHome store-to-refrigerator personal delivery. Walmart has not officially announced or confirmed its unlimited grocery delivery service yet. However, TechCrunch reports that Delivery Unlimited allows Walmart grocery customers to pay an annual or monthly fee instead of a per-order grocery delivery fee, following a 15-day free trial period. Customers will order their groceries online or through the Walmart app and choose a timeframe for grocery delivery.
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.

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