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Subscription Ecommerce Live

Subscription Ecommerce Live

By ARPU
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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Kelly Vaughn, Co-founder of Govalo | Founder + CEO of The Taproom

Subscription Ecommerce Live

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Kelly Vaughn, Co-founder of Govalo | Founder + CEO of The Taproom
In this episode of Subscription Ecommerce Live, we sat down with Kelly Vaughn, Co-founder of Govalo and Founder and CEO of The Taproom. We discussed  How offering more powerful gift cards could be a Shopify seller’s ultimate solution to this holiday season’s supply chain issues Why you should make subscription management as convenient as possible The benefits of creating and communicating really compelling reasons to subscribe How gift cards can be used as a retention strategy  About Kelly:  Kelly has over a decade of experience in ecommerce.  About Kelly: She’s the Co-founder of Govalo, a brand new Shopify gift card solution that offers send scheduling and an out-of-stock integration.  She is also Founder and CEO of The Taproom, an agency that builds custom development solutions for ecommerce sellers on Shopify and Shopify+. Her team has worked with clients including All Girl Shave Club, Eat Your Coffee, and Mask Moments.   Kelly co-hosts both the Ladybug Podcast and Commerce Tea, and authored Start Freelancing Today. 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/  We'll be back every other Wednesday.    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 2:58 The story behind Govalo: a better Shopify gift card experience 5:16 How offering more powerful gift cards could help with supply chain woes 9:03 The benefits of giving and receiving gift cards to specific stores 12:26 Govalo's plans to integrate with Recharge 14:04 Why merchants should make subscription management as easy as possible 18:23 Why you should create compelling reasons for customers to subscribe 22:03 Taproom examples of how to build out subscription benefits on your website 25:43 Why Kelly prefers community-based subscriptions 29:14 Don't be afraid of having a small community 30:40 How to use gift cards as part of a retention strategy 47:38 How you can use ARPU and Govalo together right now
58:41
November 19, 2021
Kristen LaFrance, Director of Community at Repeat
In this episode of Subscription Ecommerce Live, we talked with Kristen LafFrance, Director of Community at Repeat. We discussed How to make the progression from one-time customer, to repeat customer, to subscription customer a human-to-human experience Why brands should prioritize buyers' real life goals Which emails you should (and shouldn't!) send to repeat customers and subscribers You can check out the video recording of this discussion here: https://youtu.be/Y6RkrpdNTNg About Kristen: She’s currently the Director of Community at Repeat (https://www.getrepeat.io/) and is on a mission to bring humanity back into ecommerce. Kristen has worked with hundreds of top companies (including ButcherBox, Box of Style, Four Sigmatic, and LOLA) to improve MRR and build deeper connections with their customers. Before joining Repeat, she served as Head of Resilient Retail at Shopify and Director of Growth & Community at Churn Buster. 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/ We’ll be back every other Wednesday. Register for the live recording here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG 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)) Timestamps: 0:00 Intro 1:14 Q&A with Kristen LaFrance of Repeat 4:17 A walk through the journey from one-time, to repeat, to subscription customer 7:04 The reality of subscriptions: they're like marriages and shouldn't be rushed 9:59 The danger of defaulting to subscription: It's a battle between a short-term win and a long-term customer 12:01 How to be a more human, empathetic brand: creating a customer experience in every touch point 17:29 How to test messaging to create amazing flows 21:13 Why you should teach your buyers to expect good email content from your brand 23:23 The value of building segments based on engagement  25:21 Why you should prioritize understanding your buyer's life goals and build something that is bigger than the product 33:14 Which messages you should (and shouldn't!) send buyers 53:25 Why you should run a retention audit (experience the product as the consumer)
01:02:38
November 5, 2021
Q&A with Matt Houlemard of Recharge: How To Optimize Your Subscriber's Journey
For this episode of Subscription Ecommerce Live, we chatted with Matt Houlemard, Tech Partner Manager at Recharge. We discussed: How to introduce subscriptions  How to optimize your subscriber’s journey to increase core metrics How to scale up your subscription program You can check out the video recording of this Q&A here: https://youtu.be/KqFJUS-VwrQ About Matt: He’s a Tech Partner Manager at Recharge (former Account Manager) where he builds relationships across Recharge tech partners, merchants, and the ecommerce industry. Recharge is a subscription payments platform used by over 15,000 merchants to reduce churn and increase lifetime value. Matt offers a valuable perspective on subscription ecommerce strategy, selling, and customer journey optimization and experience. 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/ We’ll be back every other Wednesday. Register for the live recording here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG 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)) Timestamps: 0:00 Intro 0:05 Q&A Matt Houlemard of Recharge 2:53 Matt's background and role at Recharge 8:45 Why being human (instead of transactional) is important 10:20 Focus on the customer journey as you introduce subscriptions 12:48 Positioning the value of your subscription 15:26 Going beyond "we offer a subscription" 32:44 Why the post-purchase experience is important 37:15 The current data on subscription growth and what will be important for sellers 40:34 Scaling subscriptions 46:06 Why making it convenient to modify subscriptions is successful
56:26
October 11, 2021
Q&A with Niccolò Gloazzo of Kettle & Fire: Key Subscription Ecommerce Metrics to Focus on
On this week’s episode of Subscription Ecommerce Live, Niccolò Gloazzo, director of ecommerce at Kettle & Fire and founder of Qbrico, joined us to talk about When to use a subscription model Critical subscription ecommerce metrics you should focus on How his team focuses on retaining customers and more You can check out the video recording of this Q&A here: https://youtu.be/EPdMpjEyg2w About Niccolò: He is the Director of Ecommerce at Kettle & Fire and the Founder of Qbrico. Niccolò is passionate about ecommerce growth and has first-hand experience in American and European markets. 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/ We’ll be back every other Wednesday. Register for the live recording here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG 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)) 0:00 Intro 1:30 Q&A with Niccolò Gloazzo 02:58 When to offer a subscription 04:37 The value of offering a subscription service 06:00 Core metrics you should focus on: Opt-in rate 10:37 Leveraging benefits for your subscription 12:24 Core metrics: Churn rate 15:19 Which customer touchpoints are essential 18:09 How to make a fun cancellation flow that doesn't irritate customers 20:31 Delays as a core metric 22:27 Core metrics: Reactivation 26:49 The core metric that small businesses need to focus on 28:21 Core metrics: Upgrading/Downgrading 29:56 Alternatives to replenishment products in a subscription service 35:30 How to succeed in customer retention 38:25 Metrics to focus on during Q4
40:46
September 24, 2021
Q&A with John Erck of Rebuy
On this week’s episode of Subscription Ecommerce Live, John Erck of Rebuy joined us to chat about Why smart product recommendations should feel like asking a good waiter what to order Why truly personalized retention strategies are effective Which tactics are critical for subscription brands to win in Q4 and more You can check out the video recording of this Q&A here: https://youtu.be/3Elpv_5cHkA About John: He’s the co-founder of Rebuy (https://rebuyengine.com/), an omni-channel personalization engine built to increases online sales and conversions by upselling, cross-selling, recommending products, and personalizing the online shopping experience. 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/ We’ll be back every other Wednesday. Register for the live recording here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG 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)) 0:00 Intro 0:06 Q&A John Erck of Rebuy  2:04 John's background and what Rebuy does 2:44 Why we should look to the restaurant industry for cross-selling, upselling, and recommendations inspiration 5:19 It's up to brands to build trust so that recommendations work 11:07 The power of personalization when it comes to retention 14:17 How Kettle & Fire uses personalization to drive retention 17:17 Two major opportunities to promote subscriptions 21:41 How John set a Guinness World Record 26:26 What subscription sellers should plan for Q4 38:44 How brands sometimes overthink recommendations 41:09 When someone adds an extra item in checkout, they're 4x more likely to complete that checkout
49:05
September 14, 2021
Q&A with Eli Weiss of OLIPOP
On this week's episode of Subscription Ecommerce Live, Eli Weiss of OLIPOP joined us to chat about Why he loves doing things that don’t scale How to learn what really appeals to subscription customers  Why an amazing customer experience is critical for subscription ecommerce and more You can check out the video recording of this Q&A here: https://youtu.be/fPZSYWlAIqA About Eli: He’s currently the Director of Customer Experience at OLIPOP. Eli has spent 7+ years building and operating early-stage startups. He’s particularly known for his work around Customer Experience and Retention at DTC brands. 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/ We'll be back every other Wednesday. Register for the live recording here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG 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)) Timestamps 0:00 Intro 0:22 Q&A with Eli Weiss of OLIPOP 4:31 Listening to consumers is something that feels very simple, but brands don't do it 5:24 The most underutilized part of CPG and DTC is support 9:19 Most brands have a rigid approach to putting out fires but you win when you get human 13:30 How to build an experience team that gets it 17:03 How to learn what subscription members really want 20:14 Why you shouldn't shift blame. Just own mistakes. 23:48 Why setting clear expectations is critical 33:35 An interesting approach to loyalty and subscription: create a journey 38:33 How OLIPOP customizes messaging to offer subscriptions on the 2nd order
49:06
September 3, 2021