Usage Leads to Retention | How Understanding What Customers Do with the Product Unlocks Retention

A few key touchpoints in a subscription experience are where you can learn what customers are doing with the product. Knowing this lets you build a better experience, create immediate engagement, and increase retention.

00:00 - Understand product usage
01:02 - Why "Too Much Product" Happens on Subscriptions
02:20 - What iHeartDogs did when they found people had too much product
03:35 - Start explaining to people how much they should buy
04:50 - Understand what's happening when the subscriber is using it
07:00 - How WINC improved retention by adding more products
08:20 - Explaining how usage works can boost retention too
10:25 - Cancelation surveys are a starting point for understanding what people are doing
11:40 - Why does knowing what people are doing with the subscription let you fight retention 13:40 - Getting into a powerful unboxing experience
16:00 - Conclusion: What to Focus on so you can boost retention

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