Episodios

  • The Post-Purchase Communication Gap Killing Your Subscriptions

    The Post-Purchase Communication Gap Killing Your Subscriptions
    Mar 24 2026
    Most subscription brands invest heavily in getting the first order. Then they go silent. That gap between purchase and second shipment is where you lose subscribers, and most brands don't even realize it's happening. In this episode, I break down why post-purchase communication is the most overlooked lever in subscription retention and what to do about it.

    What we cover:
    • Why the window between order 1 and order 2 is the highest-risk moment for churn
    • The communication mistakes most brands make after checkout
    • How to build a post-purchase flow that actually drives retention
    • What top-performing subscription brands do differently in the first 30 days
    • Why onboarding is a retention strategy, not just a customer experience nice-to-have

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    13 m
  • Why Lowering Your Price Won't Fix Subscription Churn

    Why Lowering Your Price Won't Fix Subscription Churn
    Mar 17 2026
    SpaceGoods does 80% of their business on subscription and their #1 churn reason is cost. So they tested making the subscription 25% cheaper. It didn't move the needle at all.

    In this episode, I sit down with Bea Le Coultre, Retention & CRM Manager at SpaceGoods, to talk about what actually drives subscription retention. We cover how they coach customers through their first two weeks, why matching the right product to the right buyer matters more than discounts, and the surprising experiment that boosted retention by 20%+ without changing the price.

    What we cover:
    • Why 80% of SpaceGoods revenue comes from subscriptions (and how they built that)
    • How ads overpromising on benefits creates downstream churn
    • The "starter kit" strategy for converting first-time buyers into subscribers
    • Why the first two weeks are make-or-break for retention
    • How product usage coaching (time of day, preparation method) impacts reorder rates
    • Using post-purchase surveys to segment by pain point
    • Billing reminder testing with Zamo and Klaviyo
    • The price reduction experiment that proved discounts don't fix churn
    • How asking subscribers to set a 90-day goal boosted retention 20%+

    Guest: Beatrice Le Coultre
    LinkedIn: https://www.linkedin.com/in/beatricelecoultre/
    Website: https://spacegoods.com

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    35 m
  • The Email Strategy Most Subscription Brands Get Backwards

    The Email Strategy Most Subscription Brands Get Backwards
    Mar 10 2026
    Most email agencies spread out your subscriber onboarding emails to avoid "over-sending." I think that's backwards. In this episode, I break down the email and SMS strategy that actually drives retention for subscription brands.

    What we cover:
    • Why you should send more emails in the first few days, not fewer
    • The onboarding window most brands completely waste
    • How to turn your billing reminder into a retention tool
    • Why SMS reduces churn instead of causing it
    • The campaign paradox: skipping billing reminders but blasting daily promos
    • Building subscriber-specific offers and campaign strategies

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    15 m
  • Education, Winbacks, and Direct Mail: Dirtea's Retention Strategy

    Education, Winbacks, and Direct Mail: Dirtea's Retention Strategy
    Mar 3 2026
    Jade Moffett from Dirtea joins the show to break down how they use education-first onboarding, segmented winback flows, and direct mail to retain and re-engage subscribers. We dig into why they wait to cross-sell, how their CX team shapes retention messaging, and the 200% lift they saw from Paper Run.

    What we cover:

    • Why education-first onboarding drives long-term retention
    • Segmenting winback flows by cancellation reason and product
    • Using direct mail (Paper Run) to re-engage churned and opted-out customers
    • Cross-sell timing: why waiting until after the first subscription cycle matters
    • How feedback loops at every touchpoint improve the customer experience
    • Balancing short-term revenue with long-term customer value
    • Letting your CX team sense-check retention messaging

    Guest: Jade Moffett
    Her LinkedIn: https://www.linkedin.com/in/jade-moffatt-42ba35199/
    Website: https://www.dirtea.com

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    36 m
  • Three Psychological Triggers That Keep Subscribers From Cancelling

    Three Psychological Triggers That Keep Subscribers From Cancelling
    Feb 24 2026
    In this episode, I break down the three psychological triggers that keep subscribers from hitting the cancel button, and how you can use them to reduce churn.

    What we cover:

    • How reducing friction and anxiety prevents cancellation impulses
    • Why identity reinforcement makes subscribers feel like they belong
    • The role of habit formation in building long-term commitment
    • Practical ways to apply these triggers in your subscription business

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    15 m
  • From Trial to Subscription: What Works (And What Doesn't) - A Conversation with Jose Vigo

    From Trial to Subscription: What Works (And What Doesn't) - A Conversation with Jose Vigo
    Feb 16 2026
    Free trials are everywhere in DTC, but most brands struggle with what matters most: turning trials into full-price buyers and subscribers. In this episode of Subscription Prescription, I’m joined by Jose Vigo, founder of Healthy Metal, a magnesium sleep brand built around sachets and a “try it first” acquisition strategy.

    We unpack how a shipping-only trial can work, what drives conversion after the sample arrives, and the practical systems that bring customers back. We cover:
    • How Healthy Metal uses a shipping-only trial to acquire new customers
    • What actually influences trial-to-full conversion (product experience, price, and expectations)
    • The post-trial follow-up stack: inserts, email flows, retargeting, and flash offers
    • Testing direct mail with Paperrun, including a “personal letter” vs discount mailer experiment
    • Offer page experimentation in Replo, choice reduction, and AOV tradeoffs with multi-box subscriptions
    • Why sometimes breaking “best practices” is exactly what makes a model work
    Connect with Jose here: https://www.linkedin.com/in/josevigocasais/

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    29 m
  • The First Subscription Fixes I’d Make If I Only Had a Few Days

    The First Subscription Fixes I’d Make If I Only Had a Few Days
    Feb 10 2026
    If I only had a couple of days to improve a subscription program, this is exactly where I would start.

    In this episode of Subscription Prescription, I walk through a mini subscription workshop focused on fast, high-impact fixes. These are practical changes you can make quickly to increase subscription opt-in, reduce churn, and improve retention without rebuilding your entire stack. We cover:
    • Why defaulting to subscribe and save matters and how small design changes drive uptake
    • How to upsell subscriptions in the cart when customers choose one-time purchase
    • Turning billing reminder emails into value reminders instead of charge notices
    • What to fix first inside your cancellation flow to improve save rates
    • When aggressive discounts actually make sense for retention
    • How a simple splash screen or founder video can reduce cancellations
    • Building an onboarding sequence that reinforces value and sets expectations
    • Longer-term offer tests like bulk subscriptions, starter kits, and gifts
    This episode is built for operators who want results quickly and need a clear order of operations for improving subscriptions. New episodes of Subscription Prescription drop every Tuesday. Subscribe to stay notified.

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    11 m
  • Subscription Claims, Compliance, and Where Brands Get Burned - An Interview with Natascia Taken

    Subscription Claims, Compliance, and Where Brands Get Burned - An Interview with Natascia Taken
    Feb 3 2026
    Claims are one of the fastest ways subscription brands grow and one of the fastest ways they get into trouble.

    In this episode of Subscription Prescription, Natascia Taken walks us through the do's and don'ts of claims.

    We talk about the legal reality behind the claims brands make across product pages, ads, emails, testimonials, and influencer content. This is an area most founders and operators think about too late, usually after copy has already converted and risk has already piled up. We cover:

    • Why copying competitor claims is one of the biggest legal mistakes brands make
    • The difference between supporting a benefit and claiming an outcome
    • How testimonials and influencer quotes are treated as brand claims
    • Where the FDA and FTC draw the line on supplements, food, beauty, and consumer products
    • Why subscription practices around cancellation and pricing are getting increased scrutiny
    • How to think about defensible claims without killing conversion
    Connect with Natascia directly on LinkedIn: https://www.linkedin.com/in/natascia-taken-b17b1b79/

    If you run subscriptions in supplements, beauty, wellness, food, or consumer products, this episode will help you understand how to market confidently without creating unnecessary legal exposure.

    New episodes of Subscription Prescription drop every Tuesday. Subscribe to stay notified.

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    32 m