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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:

Establishing a Customer Service Department

Whether you're new to running customer service or at a growing company that is just building out a formal customer service department, preparing a customer service plan for your company should start with what you already know. Like any journey, the secret to creating an effective Customer Service department is starting with a compass and a map - and refining as you move forward. In this 2nd article of our Customer Service Best Practice series, Diane Pierson walks through the basics of setting up your own customer service department.
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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.

Bed Bath & Beyond Tests Membership Model to Boost Revenue and Loyalty

Bed Bath & Beyond (NASDAQ: BBBY) is testing a membership model to boost revenue, increase customer loyalty, improve profits and help it compete against 'free shipping' subscription programs like those offered by Amazon and Walmart. For $29 a year, plus applicable taxes and fees, Bed Bath & Beyond subscribers receive a 20 percent discount off all in-store and online purchases along with free shipping. Will this be enough to grow revenue and boost customer loyalty?
Subscription Show 2021 Day 1 Highlights

Subscription Show 2021: Day #1 Highlights

Day 1 of Subscription Show 2020 is in the books, complete with keynotes, sessions, networking, coaching and more. Here are highlights.

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.
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.

VidAngel Starts Subscription Service to Filter Offensive Video Content

In December, a federal judge ordered video filtering service VidAngel to shut down its operations due to alleged copyright violations. Based in Utah, VidAngel's mission is to help faith-based audiences bypass offensive video content including nudity and profanity. While VidAngel appeals that ruling, the Utah-based company has launched a new subscription service to help viewers screen content on streaming services including Netflix, Amazon and HBO through Amazon Channels, reports Variety. Additional services to be added will be Hulu, Apple TV, Vudu, Google Play and Showtime.

Building the Subscription Relationship: The Case for Customer Service

Unless your company has a monopoly on what you offer, you probably survive amid competition. One key to keeping customers happily subscribing to your product: exceptional customer service.
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.

Auto-Renewal Worst Practices: How NOT To Violate The Law Or Lose In The Court Of Public Opinion

When Equifax revealed that hackers stole credit data for 143 million people, the company offered a remedy: a free year enrollment in its data protection service. The catch? After the year is up, users will be automatically billed for the next year. But that may raise more legal issues for the company if it is accused of violating ROSCA law.
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.

Microsoft Reorganization Shifts Focus Toward Growing Cloud Business

For the last week, news organizations have been eagerly anticipating an announcement of a major reorganization at Microsoft (NASDAQ: MSFT) which, reportedly, would include thousands of layoffs. According to GeekWire, on July 3, an internal memo to staff from Executive Vice President of Worldwide Commercial Business Judson Althoff, Executive Vice President of Global Sales, Marketing & Operations Jean-Philippe Courtois, and Chief Marketing Officer and Executive Vice President of Marketing and Consumer Business Chris Capossela outlined the reorganization of its consumer and commercial businesses, but it did not mention the layoffs.

Global Subscription Payments Rejected in Greece: How Subscription Companies Can Help Subscribers & Members

On Sunday, 61% of Greek voters said "no" to terms offered by European creditors to bail out their financially-crippled country, said CBC News. The victory was bitter though; the country must still figure out how to repay its €320 billion debt to Europe and raise another €60 billion for relief. The first step - preventing the collapse of the Greek banking system which is almost out of money. According to the CBC News article, Greek bank…

AARP Launches All-Ages ‘Staying Sharp’ Subscription for Brain Health

Last week AARP announced the launch of 'Staying Sharp,' a subscription for people of all ages to help them assess their brain function and lifestyle and to provide them with tools to improve their overall health. Taking a cue from millennials who track health and fitness online while connecting with others, Staying Sharp addresses a broad, new audience for AARP in an effort to help it remain relevant and sustainable.

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