eCommerce Podcast

The Hidden Profit Killer in Your Subscription Business (And How to Fix It) | Paul Chambers


Listen Later

In this episode of The eCommerce Podcast, Matt Edmundson sits down with Paul Chambers, co-founder of SubSummit, to explore the counterintuitive strategies driving successful subscription businesses. Discover why making cancellation easier actually increases customer lifetime value and learn about the membership models creating lasting loyalty beyond basic discounts.

About Our Guest:

Paul Chambers is the co-founder of SubSummit, the world's largest conference exclusively dedicated to direct-to-consumer subscription businesses. With decades of experience in subscription commerce, Paul has helped countless brands transform their membership models to improve retention and customer loyalty.

Key Insights:"The number of times I've heard from brands where it's like, as soon as we change the cancellation process, as soon as we reduce the friction... we saw immediate uptick in our customer lifetime value and long-term retention." - Paul Chambers

When customers feel trapped, they develop negative associations with your brand. Conversely, making cancellation frictionless creates trust and paradoxically increases loyalty.

Paul shared how Bottomless revolutionized replenishment with smart scales: "I have a scale that sits under our dog food container and I will tell you it works flawlessly. As soon as it's starting to get down, the next I see a shipment notification in my email and just a couple days later I have the next bag of dog food that's on my doorstep."

5 Membership Models That Actually Work:
  1. Frictionless Replenishment: Using technology to deliver products exactly when customers need them
  2. Tiered Membership Access: Creating aspirational levels that encourage increased spending
  3. Community-Based Membership: Building emotional connections through shared experiences
  4. Value-Added Services: Bundling complementary benefits that increase perceived value
  5. Gamified Loyalty Programs: Using achievement systems to maintain engagement

Resources Mentioned:
  • SubSummit Conference
  • Bottomless Smart Scales
  • The eCommerce Podcast Cohort Community
  • Paul LinkedIn

Connect With Us:
Join Us at SubSummit!

Both Matt and Paul will be at SubSummit this year. Check out subsummit.com to learn about their hosted program which offers free tickets and travel reimbursement!

Like this episode? Subscribe to The eCommerce Podcast for more insights on growing your online business.

...more
View all episodesView all episodes
Download on the App Store

eCommerce PodcastBy Matt Edmundson

  • 5
  • 5
  • 5
  • 5
  • 5

5

7 ratings


More shows like eCommerce Podcast

View all
The Smart Passive Income Online Business and Blogging Podcast by Pat Flynn

The Smart Passive Income Online Business and Blogging Podcast

3,449 Listeners

Social Media Marketing Podcast by Michael Stelzner, Social Media Examiner

Social Media Marketing Podcast

1,450 Listeners

Entrepreneurs on Fire by John Lee Dumas of EOFire

Entrepreneurs on Fire

3,828 Listeners

The Amy Porterfield Show by Amy Porterfield

The Amy Porterfield Show

4,579 Listeners

Shopify Masters by Shopify

Shopify Masters

374 Listeners

Perpetual Traffic by Tier 11

Perpetual Traffic

748 Listeners

Why That Worked  – Presented by StoryBrand.ai by StoryBrand.ai

Why That Worked – Presented by StoryBrand.ai

1,943 Listeners

Marketing School - Digital Marketing and Online Marketing Tips by Eric Siu and Neil Patel

Marketing School - Digital Marketing and Online Marketing Tips

1,253 Listeners

The Game with Alex Hormozi by Alex Hormozi

The Game with Alex Hormozi

4,304 Listeners

Social Media Marketing Talk Show by Michael Stelzner, Social Media Examiner

Social Media Marketing Talk Show

82 Listeners

The Russell Brunson Show by Russell Brunson | YAP Media

The Russell Brunson Show

896 Listeners

The Jasmine Star Show by Jasmine Star

The Jasmine Star Show

2,578 Listeners

Marketing Made Simple by Powered by StoryBrand

Marketing Made Simple

284 Listeners

Marketing Against The Grain by Hubspot Media

Marketing Against The Grain

352 Listeners

Etsy Seller Success: Tips for Starting, Growing and Scaling Your Etsy and E-Commerce Shop by Dylan Jahraus | Etsy Business Coach and E-commerce Expert

Etsy Seller Success: Tips for Starting, Growing and Scaling Your Etsy and E-Commerce Shop

126 Listeners