Subscription Ecommerce Live ARPU

What's your delay retention rate? 

It's the percentage of subscription customers who delay a subscription then go on to have a successful charge. This metric helps sellers understand how powerful offering easy delays can be. 

Subscribers want the flexibility to delay, either because they have too much, need a little break, or will be away during the next scheduled delivery. It's easier to keep them as a subscriber if they can simply delay (vs cancelling then needing to be won back). 

At ARPU, we're obsessed with delivering subscriber experiences that extend LTV. Easy peasy delays are a big part of that. 

During this session, Ashley Guttuso from ARPU unpacked

How Delay Retention Rate is calculated

Industry benchmarks from our merchant data (in 2021, ARPU merchants saw an average DRR of 63%) 

How one company added delays and saw a 50% drop in "too much product" churn 

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/  

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


0:00 Intro
2:04 Why you should offer your subscribers the option to delay their order
4:42 How offering a delay option can influence your subscribers’ LTV
6:35 How to calculate Delay Retention Rate (?)
9:33 How Jimmy Joy used delays to cut “too much product” churn in half
13:29 Sneak peak of what’s coming to the Merchant dashboard in ARPU
21:12 Why ARPU is invested in Delay Retention Rate
23:47 The future of Subscription Ecommerce Live

In this episode, Brandon Amoroso, founder and president of Electriq, delved into his years of experience in subscription ecommerce and discussed how to improve retention and increase LTV in your subscription program.

What he covered:


Why it's critical to audit your subscription experience
Actions you can take to improve that experience that directly impact retention and LTV
What brands get wrong with loyalty programs 

About Brandon: 

Brandon is the Founder & President of Electriq, a 40+ person Shopify Retention-as-a-Service Agency acquired in April, 2022 by DRINKS. As a Klaviyo Elite, Attentive Pioneer, and Recharge Innovation Partner of the year, Electriq is at the forefront of creating best-in-class retention experiences.

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/ 

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 

0:00 Subscription Ecommerce Live Intro

1:52 Brandon’s journey to founding to Electriq

4:47 3 Reasons why the need for retention services have increased

6:27 Subscription Ecommerce Live is brought to you by ARPU

7:51 Why it's critical to audit your subscription experience

10:09 Should you hire outside your company to audit your subscription experience?

14:14 Actions you can take to improve that experience that directly impact retention and LTV

24:33 Common problems found in subscription sellers' subscription experience

31:30 Low-hanging fruit for increasing retention and LTV: post-purchase offers

34:41 What brands get wrong with loyalty programs

39:09 What to include on a loyalty page

42:15 How to stagger SMS and email messaging for your subscribers

49:06 Where to find Brandon

In this episode of Subscription Ecommerce Live, VP of Communications and Public Relations Lauren Nolan talked to us about how an engaged community can drive results for subscription businesses.

We discussed:


How subscription brands can cultivate an engaging community
How community impacts a number of other marketing and sales areas for the business
The evolution of DTC from "Direct to Consumer" to "Direct to Community"  

About Lauren:  

Lauren is the VP of Communications and Public Relations at House of Wise, a luxury wellness and CBD brand that offers subscription services. There, she leads consumer marketing, brand strategy, and brand identity. Previously, she ran a freelance consulting business that focused on building strong brand identities, growing brand awareness, and driving community engagement. 

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/  

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 

0:00 Subscription Ecommerce Live intro

2:14 Lauren’s journey to House of Wise

6:53 How the House of Wise community grew to where it is today

13:11 The evolution of DTC from "direct to consumer" to "direct to community"

15:10 The dynamics of House of Wise’s community

20:29 How to cultivate an engaged community

27:45 How community impacts a number of other marketing and sales areas for the business

37:54 How House of Wise rewards engaged community members and brand ambassadors

46:38 How to interact with your community

51:16 Where to find Lauren

This week, Ashley from ARPU walked through our Top Performer research results and broke down what makes up a strong shipping soon email.

We discussed:


What makes an upcoming shipment notification good?
Are there benchmarks for how these should perform?
What should you include in these emails?

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/ 

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


0:00 Subscription Ecommerce Live Intro
0:05 Ashley Guttuso Intro
2:51 What makes a good upcoming shipment notification?
3:08 A good upcoming shipment notification delivers critical information first
3:55 A good upcoming notification is well-timed
6:15 A good upcoming shipment notification should offer subscriber flexibility
12:09 Your upcoming shipment notification should remove friction
13:56 Benchmarks from ARPU merchants
19:28 What to include in your upcoming shipment notifications based on Top ROI ARPU Merchants
36:38 Examples from Top Delay Retention Rate ARPU Merchants
43:05 Additional tactics to steal from top performing merchants
47:35 Outro

In this episode of Subscription Ecommerce Live, we talked with Derric Haynie, Chief Ecommerce Technologist at EcommerceTech.io, about his favorite tactics and tech for subscription selling.

We discussed: 


One simple tactic that led to 15,000 new customers a month, every month, for BoxyCharm 
Understanding on/off customers and temporary churn 
Tools that help you better manage your customer relationships  

About Derric:  

Derric Haynie is the Chief Ecommerce Technologist at EcommerceTech.io, an invaluable resource for researching, discovering, and buying ecommerce tools. He and his team help merchants track and manage their tools, build their tech roadmap, and hold providers accountable for performance.  

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/ 

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


0:00 Intro
1:03 Derric Intro
5:34 Derric’s journey to launching EcommerceTech.io
10:46 The one simple tactic that led to 15,000 new customers a month, every month, for BoxyCharm
22:30 Why you should get your customers excited before offering your referral program
28:25 Understanding how referral products can affect your supply chain
34:25 Understanding temporary churn and on/off customers
45:10 Tools and best practices for managing customer relationships
49:05 EcommerceTech.io resources
53:37 Outro

In this episode of Subscription Ecommerce Live, email copywriting expert Nikki Elbaz taught us how to write emails that increase AOV, CLV, CTR, and all the other good acronyms.

We discussed: 


The #1 (really easy!) email opportunity every subscription business needs to take advantage of
The difference between subscriptions and memberships – and how they’ll affect your email planning
Promos, perks, and pauses – the emails to send within each of the 3 subscriber cycle stages
Dos and don’ts of subscription emails – using examples from the wild

About Nikki:

Dubbed “the Queen of Emails” by too many people to count, Nikki is the copywriter behind emails for Shopify Plus, Resident Home, Four Sigmatic, and more. Previously the Head of Email for the Copyhackers Agency, her micro-agency helps SaaS and ecomm brands hit that elusive $1:$40 ROI.

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/ 

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:

0:00 - ARPU Intro

4:16 - Nikki's journey to becoming email royalty

5:55 - Why subscription emails are so critical

8:04 - Why you shouldn’t reuse VIP email for subscription emails

12:41 - Emails to send your subscribers and when

15:02 - Emails to send to non-subscribers

18:34 - Types of one-off campaigns to send

22:17 - What to send to product subscribers

26:52 - What to send to churned subscribers

29:35 - Auditing emails you send to not yet subscribers

29:40 - Not yet subscriber: Post purchase nurture email audit

32:38 - Not yet subscriber: Replenishment email audit

36:21 - Not yet subscriber: One-off campaign email audit

40:25 - Auditing current subscriber emails

40:26 - Current subscriber: Initial order confirmation email audit

41:56 - Current subscriber: Upcoming orders email audit

50:34 - Tip: Don’t send an email with a dead-end

50:54 - Current subscriber: Shipping confirmation email audit

53:53 - Current subscriber: Delivery confirmation email audit

57:42 - Current subscriber: Perk email audit

59:25 - Churned subscribers: Cancellation email audit

1:02:45 - Churned subscribers: Feedback email audit

1:05:56 - Churned subscriber: Winback email audit
1:07:49 - Recap

1:10:24 - How to approach subscribers who continually delay subscription

1:13:04 - The difference between subscription and memberships and how that affects your email planning

1:15:20 - Audit your own email flows

1:22:24 - Where to find Nikki