Topics discussed in this episode:
Options to provide when cancelling
- With wine delivery, Winc often runs into problems with delivery when no one is able to sign for the package which can lead to cancellations. In the cancelation flow they make sure to address this issue by educating customers on alternative options they may not have thought of such as getting it delivered to a FedEx location or a local Walgreens.
Focusing on the second month retention
- At Winc, they use a first time incentive to acquire customers. Delivering a fantastic product is great, but it's about setting the right expectations and then delivering on those expectations month over month.
Using NPS to understand holes in the customer experience
- When Jai first started, he discovered through NPS that there was a big hole in product availability. Despite pandemic struggles, the team was able to rally around getting the number of products that customers were asking for on the site. With CAC increasing year over year, they have been able to drive higher LTV by being on top of the latest wine trends and making sure more SKUs were available to their customers
This is a ProfitWell Recur production—the first media network dedicated entirely to the SaaS and subscription space.