October 10, 2023

Unlocking Customer Retention | Insights from SubSummit Founder Paul Chambers

42 minutes

Today Matt is joined by Paul Chambers, who is one of the founders of SubSummit and is an all around subscription guru. SubSummit is the largest direct-to-consumer subscription conference in the world and is a gathering of everybody and anybody who is in subscription membership or recurring revenue. They discuss how you can retain customers right after acquiring them and how to take a customer that doesn’t want more engagement and start asking the right questions to raise their interest in other products. Paul shares tips for getting people engaged and excited about subscriptions, particularly at these fun events each year. They talk about appealing to the masses and how important it is to actually ask your customers what they want and how they use your products or services.

About SubSummit 1:45
Ways they create engagement at the summit 3:35
Retention starts on day 1 of acquisition 8:45
Ways brands engage at the beginning 10:25
Customers that want more engagement vs ones that don’t 11:20
Autoship subscription 16:00
Combating churn 23:10
Brands that are innovating their subscriptions 26:10
Getting the right feedback 33:10
Creating engagement 35:10
Get your tickets to the event 40:55

“If you have anything special related to your brand like where it came from, where it’s coming from, a founder, anything like that, you’re gonna have people that are interested in that like Milk Bars basically having the founder and the chief baker basically talk through what they were thinking when they made it.” 34:03

subsummit.com
subsummit.com/hosted-meetings-program/

For more on how to keep customers around longer, please visit https://upzelo.com

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