Robbie Kellman Baxter shares an insightful and useful post on how to win back lost subscribers. She also includes customer exit survey questions to help you maintain and improve your customer service.  Most “retention teams” focus on keeping customers from canceling in the final days of their subscription term, trying to save them at the moment of cancellation, and then trying to win them back once they’re gone. It’s much easier to build good habits with customers just after they’ve…

Robbie Baxter takes a look forward for all those running a subscription-based business to provide insight into the future of loyalty programs. For the last fifty years or so, for many marketers,“Loyalty” has been synonymous with Points Programs.  Nearly every hospitality organization  and retailer has a Points Program to drive engagement in episodic businesses.  The value on both sides is clear. Consumers “earn” rewards in exchange for frequency, recency, breadth and depth of purchase. Businesses enjoy greater Lifetime Customer Value…