Subscription Ecommerce Live

ARPU
Subscription Ecommerce Live

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.

  1. 07/14/2022

    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

    26 min

  2. 06/30/2022

    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

  3. 06/17/2022

    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

  4. 05/19/2022

    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

  5. 04/21/2022

    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

  6. 04/07/2022

    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

    1h 24m

  7. 03/25/2022

    Subscription Ecommerce Live, Brad Hoos, The Outloud Group

    In this episode of Subscription Ecommerce Live, we talked with Brad Hoose, CEO of The Outloud Group, about the potential of using influencers to increase LTV. We discussed: How subscription brands are uniquely poised to benefit from influencer marketing How finding the right influencers can help drive long-term subscriptions What subscription brands really need to do to make the most of influencer marketing     Brad is CEO of The Outloud Group, a leading influencer marketing agency that has helped innovative consumer brands like Athletic Greens, Grubhub, and KiwiCo grow through partnerships with highly trusted influencers to deliver measurable results. 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 1:31 - Brad's journey to founding The Outloud Group 3:20 - What does it mean to be an influencer? 8:37 - People trust people (and influencers) more than brands 11:35 - How subscription brands are uniquely poised to benefit from influencer marketing  16:24 - The potential result of influencers working with brands long-term 21:02 - Finding the right influencer 26:17 - Brand voice vs. brand advocacy 30:10 - Why you should look for influencers who are excited about what you sell 32:38 - How influencers can target segments 34:31 - What subscription brands really need to do to make the most of influencer marketing     40:58 - Different ad setups for influencers 44:41 - Potential ARPU project: Subscription Life of Pets... Can we leverage TikTok? Can you?

    51 min

  8. 03/11/2022

    Subscription Ecommerce Live, Andrew Forman, Givz

    In this episode of Subscription Ecommerce Live, we talked with Andrew Forman, CEO & Co-founder of Givz, about dumping discounts for donations to increase your social good and customer LTV.  We discussed:  How discounts on the first order can decrease overall LTV, and how to avoid this phenomenon Why customer agency is so important in today's landscape How social good can be woven in authentically overnight The math behind donation incentives and how they work in the real world  About Andrew:  Andrew is on a mission to help companies drive sales and avoid discounts while building their brand image. He is CEO & Co-Founder of Givz, an ecommerce marketing platform that helps Shopify sellers give shoppers the option to donate to charity with their purchase. 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 1:31 - Andrew's journey to founding Givz, the company's values, and how it helps ecommerce businesses stop running discounts, build goodwill with customers, and increase profits 9:41 - How social good can be woven into your company authentically  13:21 - How brands can leverage donations without coming across as opportunistic 18:02 - How discounts on the first order can decrease overall LTV 21:51 - Quick math breakdown of how the option to donate to a charity works 23:24 - Why customer agency is so important in today's landscape 30:03 - How a donation service can fit in to subscription selling 39:29 - The math you'll want to do if you’re considering adding donations  48:21 - Building customer segments based on what they’ve donated to previously 49:23 - How Recharge sellers can get setup with Givz (and possibly use both Givz and ARPU together) 52:21 - Where to find Andrew and Givz

    55 min
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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.

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