Eight Reasons Why Your Subscription Model Customers May Be Jumping Ship

This Business News Story Was Uncovered By Us From: http://www.youngupstarts.com/2019/02/13/eight-reasons-why-your-subscription-model-customers-may-be-jumping-ship/

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by Robbie Kellman Baxter, author of “The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue“

Everyone knows that retention is crucial for subscription-based companies. If you can’t keep the customers who sign up with you, you’re going to quickly find yourself in trouble. Just ask Blue Apron, which has found itself in the news recently for its poor stock market performance and its widely criticized acquisition-focused growth strategy — not to mention CEO Brad Dickerson’s unwillingness to release its retention numbers.

Blue Apron is hardly alone with its churn problem. I get calls all the time from clients struggling to retain new customers. But most of them jump to the conclusion that price is their problem.

The truth is, pricing usually isn’t the issue. It could be the product itself, it could be the way you’re marketing, it could be that the customer isn’t savvy enough to use the technology, it could be any number of things. The point is, before you change your pricing, you need to dig deeply into what’s really driving your customers away.

Here are some of the reasons your customers might really be canceling:

The customer signed up ONLY for the “free trial.”

If Netflix offers customers a two-week free-trial period, and people are canceling on day thirteen, that’s a true acquisition problem. He never meant to be a long-term subscriber in the first place. (Maybe he just wanted to binge watch his favorite show.)

Not that there’s anything inherently wrong with offering a free trial, says Baxter. It can get a potential customer over the credibility hump. In fact, it works great for Netflix — they hav… Read More

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