Catch The Replay
Joelle Goldman shared what subscription sellers should know about retention and churn
Joelle Goldman joined us to talk about subscriber churn. She explained how subscription sellers can start to reduce churn immediately and optimize retention over time.
Joelle is co-founder of Churn Buster, a SaaS company that helps subscription ecommerce brands reduce churn. She discussed her experience working with merchants and the differences in recovery rates she's seen based on how brands treat customers leading up to (and during) the failed payment recovery process. Hint: you'll want to create a cohesive, enjoyable journey.
Catch the video replay on YouTube or listen to the audio version on your favorite podcast player.
If you're curious about how Churn Buster works, check out how Short Par 4 retains an extra 21% of subscribers * each month * by automating their dunning process.
Session Highlights (links go to YouTube)
3:44 - Joelle’s experience with retention at Churn Buster
6:25 - What Churn Buster does
8:56 - What the lowest-churn companies do to extend LTVs
11:59 - The most photographed slide at ChargeX: Company A VS Company B
19:14 - Why defaulting to subscription isn’t a one-size-fits-all solution
23:24 - Common misconceptions about passive churn, and a better way to think about retention
26:47 - What's the lowest-hanging fruit in churn reduction? (Aka what you can do to immediately reduce churn)
28:54 - Best practices for dunning
35:24 - What you can do to optimize retention over time
41:53 - What’s the biggest reason your subscribers should stay?
45:00 - Where to find Joelle (and start busting churn)
Coming Soon
Experts on deck
We meet every other Wednesday at 2 p.m. ET to keep the discussion going with ecommerce subscription experts. If you register once, you'll be registered for each upcoming session. Here's a look at what's coming:
June 15
Lauren Nolan | House of Wise
June 29
Brandon Amaroso | ElectrIQ Marketing
p.s.
Jimmy Joy cut "too much product churn" in half by offering delays
Sharing the Jimmy Joy case study on this page seems appropriate if we're talking about churn. Check out the changes they saw when they started offering effortless delays.