19 episodes

Subscription Ecommerce Live hosts expert Q&A sessions. We talk strategy, tactics, retention, growth, customer experience, and discuss ideas for overcoming the challenges subscription sellers face.

Listen to this podcast recordings or join us live via Zoom to ask our guest experts questions.

We meet every other Wednesday at 2 p.m. ET. Register here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG

Subscription Ecommerce Live is brought to you by GetARPU.com. Increase upsells and retention with upcoming shipment notifications.

Subscription Ecommerce Live ARPU

    • Business

Subscription Ecommerce Live hosts expert Q&A sessions. We talk strategy, tactics, retention, growth, customer experience, and discuss ideas for overcoming the challenges subscription sellers face.

Listen to this podcast recordings or join us live via Zoom to ask our guest experts questions.

We meet every other Wednesday at 2 p.m. ET. Register here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG

Subscription Ecommerce Live is brought to you by GetARPU.com. Increase upsells and retention with upcoming shipment notifications.

    Delay Retention Rate: What it is and why it matters for subscription businesses

    Delay Retention Rate: What it is and why it matters for subscription businesses

    What's your delay retention rate? 

    It's the percentage of subscription customers who delay a subscription then go on to have a successful charge. This metric helps sellers understand how powerful offering easy delays can be. 

    Subscribers want the flexibility to delay, either because they have too much, need a little break, or will be away during the next scheduled delivery. It's easier to keep them as a subscriber if they can simply delay (vs cancelling then needing to be won back). 

    At ARPU, we're obsessed with delivering subscriber experiences that extend LTV. Easy peasy delays are a big part of that. 

    During this session, Ashley Guttuso from ARPU unpacked

    How Delay Retention Rate is calculated

    Industry benchmarks from our merchant data (in 2021, ARPU merchants saw an average DRR of 63%) 

    How one company added delays and saw a 50% drop in "too much product" churn 

    If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/  

    This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce)). 

    Timestamps


    0:00 Intro
    2:04 Why you should offer your subscribers the option to delay their order
    4:42 How offering a delay option can influence your subscribers’ LTV
    6:35 How to calculate Delay Retention Rate (?)
    9:33 How Jimmy Joy used delays to cut “too much product” churn in half
    13:29 Sneak peak of what’s coming to the Merchant dashboard in ARPU
    21:12 Why ARPU is invested in Delay Retention Rate
    23:47 The future of Subscription Ecommerce Live

    • 25 min
    Subscription Retention & LTV Tactics, Brandon Amoroso, Subscription Ecommerce Live

    Subscription Retention & LTV Tactics, Brandon Amoroso, Subscription Ecommerce Live

    In this episode, Brandon Amoroso, founder and president of Electriq, delved into his years of experience in subscription ecommerce and discussed how to improve retention and increase LTV in your subscription program.

    What he covered:


    Why it's critical to audit your subscription experience
    Actions you can take to improve that experience that directly impact retention and LTV
    What brands get wrong with loyalty programs 

    About Brandon: 

    Brandon is the Founder & President of Electriq, a 40+ person Shopify Retention-as-a-Service Agency acquired in April, 2022 by DRINKS. As a Klaviyo Elite, Attentive Pioneer, and Recharge Innovation Partner of the year, Electriq is at the forefront of creating best-in-class retention experiences.

    If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/ 

    This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce)).

    Timestamps 

    0:00 Subscription Ecommerce Live Intro

    1:52 Brandon’s journey to founding to Electriq

    4:47 3 Reasons why the need for retention services have increased

    6:27 Subscription Ecommerce Live is brought to you by ARPU

    7:51 Why it's critical to audit your subscription experience

    10:09 Should you hire outside your company to audit your subscription experience?

    14:14 Actions you can take to improve that experience that directly impact retention and LTV

    24:33 Common problems found in subscription sellers' subscription experience

    31:30 Low-hanging fruit for increasing retention and LTV: post-purchase offers

    34:41 What brands get wrong with loyalty programs

    39:09 What to include on a loyalty page

    42:15 How to stagger SMS and email messaging for your subscribers

    49:06 Where to find Brandon

    • 51 min
    DTC as Direct to Community, Lauren Nolan, Subscription Ecommerce Live

    DTC as Direct to Community, Lauren Nolan, Subscription Ecommerce Live

    In this episode of Subscription Ecommerce Live, VP of Communications and Public Relations Lauren Nolan talked to us about how an engaged community can drive results for subscription businesses.

    We discussed:


    How subscription brands can cultivate an engaging community
    How community impacts a number of other marketing and sales areas for the business
    The evolution of DTC from "Direct to Consumer" to "Direct to Community"  

    About Lauren:  

    Lauren is the VP of Communications and Public Relations at House of Wise, a luxury wellness and CBD brand that offers subscription services. There, she leads consumer marketing, brand strategy, and brand identity. Previously, she ran a freelance consulting business that focused on building strong brand identities, growing brand awareness, and driving community engagement. 

    If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/  

    This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce). 

    Timestamps 

    0:00 Subscription Ecommerce Live intro

    2:14 Lauren’s journey to House of Wise

    6:53 How the House of Wise community grew to where it is today

    13:11 The evolution of DTC from "direct to consumer" to "direct to community"

    15:10 The dynamics of House of Wise’s community

    20:29 How to cultivate an engaged community

    27:45 How community impacts a number of other marketing and sales areas for the business

    37:54 How House of Wise rewards engaged community members and brand ambassadors

    46:38 How to interact with your community

    51:16 Where to find Lauren

    • 53 min
    Anatomy of a strong shipping soon email with Ashley Guttuso from ARPU, Subscription Ecommerce Live

    Anatomy of a strong shipping soon email with Ashley Guttuso from ARPU, Subscription Ecommerce Live

    This week, Ashley from ARPU walked through our Top Performer research results and broke down what makes up a strong shipping soon email.

    We discussed:


    What makes an upcoming shipment notification good?
    Are there benchmarks for how these should perform?
    What should you include in these emails?

    If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/ 

    This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce).

    Timestamps


    0:00 Subscription Ecommerce Live Intro
    0:05 Ashley Guttuso Intro
    2:51 What makes a good upcoming shipment notification?
    3:08 A good upcoming shipment notification delivers critical information first
    3:55 A good upcoming notification is well-timed
    6:15 A good upcoming shipment notification should offer subscriber flexibility
    12:09 Your upcoming shipment notification should remove friction
    13:56 Benchmarks from ARPU merchants
    19:28 What to include in your upcoming shipment notifications based on Top ROI ARPU Merchants
    36:38 Examples from Top Delay Retention Rate ARPU Merchants
    43:05 Additional tactics to steal from top performing merchants
    47:35 Outro

    • 50 min
    Tech and Tactics for Subscription Selling with Derric Haynie - Subscription Ecommerce Live

    Tech and Tactics for Subscription Selling with Derric Haynie - Subscription Ecommerce Live

    In this episode of Subscription Ecommerce Live, we talked with Derric Haynie, Chief Ecommerce Technologist at EcommerceTech.io, about his favorite tactics and tech for subscription selling.

    We discussed: 


    One simple tactic that led to 15,000 new customers a month, every month, for BoxyCharm 
    Understanding on/off customers and temporary churn 
    Tools that help you better manage your customer relationships  

    About Derric:  

    Derric Haynie is the Chief Ecommerce Technologist at EcommerceTech.io, an invaluable resource for researching, discovering, and buying ecommerce tools. He and his team help merchants track and manage their tools, build their tech roadmap, and hold providers accountable for performance.  

    If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/ 

    This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce).

    Timestamps


    0:00 Intro
    1:03 Derric Intro
    5:34 Derric’s journey to launching EcommerceTech.io
    10:46 The one simple tactic that led to 15,000 new customers a month, every month, for BoxyCharm
    22:30 Why you should get your customers excited before offering your referral program
    28:25 Understanding how referral products can affect your supply chain
    34:25 Understanding temporary churn and on/off customers
    45:10 Tools and best practices for managing customer relationships
    49:05 EcommerceTech.io resources
    53:37 Outro

    • 55 min
    Nikki Elbaz, Email Copywriting Expert, Subscription Ecommerce Live

    Nikki Elbaz, Email Copywriting Expert, Subscription Ecommerce Live

    In this episode of Subscription Ecommerce Live, email copywriting expert Nikki Elbaz taught us how to write emails that increase AOV, CLV, CTR, and all the other good acronyms.

    We discussed: 


    The #1 (really easy!) email opportunity every subscription business needs to take advantage of
    The difference between subscriptions and memberships – and how they’ll affect your email planning
    Promos, perks, and pauses – the emails to send within each of the 3 subscriber cycle stages
    Dos and don’ts of subscription emails – using examples from the wild

    About Nikki:

    Dubbed “the Queen of Emails” by too many people to count, Nikki is the copywriter behind emails for Shopify Plus, Resident Home, Four Sigmatic, and more. Previously the Head of Email for the Copyhackers Agency, her micro-agency helps SaaS and ecomm brands hit that elusive $1:$40 ROI.

    If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/ 

    This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify + BigCommerce).

    Timestamps:

    0:00 - ARPU Intro

    4:16 - Nikki's journey to becoming email royalty

    5:55 - Why subscription emails are so critical

    8:04 - Why you shouldn’t reuse VIP email for subscription emails

    12:41 - Emails to send your subscribers and when

    15:02 - Emails to send to non-subscribers

    18:34 - Types of one-off campaigns to send

    22:17 - What to send to product subscribers

    26:52 - What to send to churned subscribers

    29:35 - Auditing emails you send to not yet subscribers

    29:40 - Not yet subscriber: Post purchase nurture email audit

    32:38 - Not yet subscriber: Replenishment email audit

    36:21 - Not yet subscriber: One-off campaign email audit

    40:25 - Auditing current subscriber emails

    40:26 - Current subscriber: Initial order confirmation email audit

    41:56 - Current subscriber: Upcoming orders email audit

    50:34 - Tip: Don’t send an email with a dead-end

    50:54 - Current subscriber: Shipping confirmation email audit

    53:53 - Current subscriber: Delivery confirmation email audit

    57:42 - Current subscriber: Perk email audit

    59:25 - Churned subscribers: Cancellation email audit

    1:02:45 - Churned subscribers: Feedback email audit

    1:05:56 - Churned subscriber: Winback email audit
    1:07:49 - Recap

    1:10:24 - How to approach subscribers who continually delay subscription

    1:13:04 - The difference between subscription and memberships and how that affects your email planning

    1:15:20 - Audit your own email flows

    1:22:24 - Where to find Nikki

    • 1 hr 23 min

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