Creating and delivering a memorable subscription experience is a must in today’s competitive ecommerce subscription market.
Not only is the market competitive, but the ecommerce subscription model is growing. It’s estimated that 54% of online shoppers have subscribed to an ecommerce subscription box. Every touchpoint that a subscriber sees and engages with is an opportunity for your brand to impress your subscribers and drive a lasting impression.
Building a strong subscriber experience will help your ecommerce subscription business in a number of areas, including:
- Growing your brand loyalty. It is estimated that existing customers are 50% more likely to try new products and spend 31% more on average compared to new customers. By creating a powerful brand experience, you instill trust in your brand with subscribers, leading to more loyalty.
- Differentiating your offer. A generic subscriber experience does little to separate you from the thousands of other competing brands. By creating an engaging subscription experience, you stand out from the crowd and become memorable.
- Driving growth. By deploying a beautiful, frictionless subscription experience for your subscribers, you make it easier for them to shop with you. Thus, you’re driving the growth that you need to take your business to the next level.
While working on bringing an ecommerce subscription model to life and building out an experience may seem time-consuming and costly, it is actually just the opposite.
Apps like Upscribe help your subscription business deliver a great customer experience and grow through out-of-the-box tools (more on that later).
Here are four tips that you can follow to deploy a beautiful, memorable customer experience that drives brand loyalty and growth.
1. Match your subscription experience to your “regular” shopping experience
When building an ecommerce subscription experience, you want to make certain what you’re creating is connected to the rest of your brand’s overall shopping experience. A disjointed experience could create confusion and friction in the eyes of the customer, hindering your ability to convert sales and drive brand loyalty.
A mismatched subscription vs. one-off purchasing experience could lead to a few challenges for your brand, including:
- A decrease in the number of customers signing up for your subscription offering. Consumers could be confused as to what brand they are shopping with or may encounter friction going through the checkout process if the subscription experience feels different than the “regular” checkout process they’re accustomed to.
- Increased churn. The enemy of any ecommerce subscription model is churn. If you’re deploying a fragmented customer experience that makes it challenging for a subscriber to get what they want when they want it—they’re more likely to churn from your subscription offering too.
- Less brand advocacy. If your ecommerce subscription model is delivering a sub-par experience, your subscribers will be less loyal to your brand and will be far less likely to tell their family and friends about it. Referrals play a large factor in growing your revenue, as it is estimated that customers acquired through referrals have a 37% higher retention rate than those acquired through other mediums. Having a brand that drives a high number of referrals puts less strain on your acquisition funnel which saves your brand valuable budget.
Creating an ecommerce subscription model for your business may seem daunting, but it’s actually rather easy to do. Assuming that you have an existing ecommerce business, you don’t need to build an entirely new website when adding a subscription model to it.
Think of creating a subscription model the same way that you would think about adding a new product. Make sure that new product is part of the brand that you have built and that purchasing the new product (or in this case the subscription) follows the same process and path as purchasing any other item on your site does. The more connected your experiences are, the more seamless it will be for your existing customers to become subscribers.
Tip: Learn how to track subscriptions in the Shopify checkout and improve the shopping experience for your customers.
2. Build an on-brand customer portal
As a fast follow to creating a connected experience, the subscriber customer portal that you deploy must match your brand aesthetics. This includes adding your brand’s fonts, colors, and logos.
We don’t advise deploying a customer portal that has a different look and feel than the rest of your website experience. If you go down this path, it will negatively impact your brand loyalty as subscribers will be confused about what your brand looks and feels like.
Creating an on-brand subscriber portal allows you another opportunity to build brand recognition and drive loyalty by enforcing what your brand looks and feels like. Plus, creating this on-brand customer portal for your ecommerce subscription business is relatively straightforward.
As an example, by leveraging Upscribe’s WYSIWYG (what you see is what you get) editor, a merchant can easily select their brand colors, logos, and fonts to deploy a beautiful customer experience in a matter of minutes. No need to worry about complicated, time consuming and costly coding customizations to the portal. Because Upscribe was built from a subscriber’s perspective, all of the tools in the Upscribe tool kit are designed to make merchants look professional and save time.
Tip: Discover 3 ways to better your subscription sales through a combination of the right strategies and tools.
3. Make the subscription experience frictionless
While aesthetics are important and highly visible, it’s just as important that the actual subscription experience is as frictionless as possible. Not only will this make subscribers’ experience better—it also helps to reduce the customer support debt your team could face.
We’ve all been locked out of an account or forgotten a password. In fact, a recent survey indicated that 65% of respondents will forget a password unless they write it down.
Prevent this issue from happening in the first place by enabling Passwordless Login for subscribers in just a few clicks. Once enabled, when a subscriber wants to get into their account, they will get a secure email sent to their inbox and with a click they can login to their account, no password or headaches required.
Similarly, it’s important that you meet subscribers where they are and let them manage their subscriptions directly from email or SMS. This reduces the friction of them needing to navigate complicated processes to add or edit a product in their subscription.
Removing as many hurdles as possible so that buyers get what they want fast is the key to creating a frictionless and memorable experience. By implementing these tactics, you will be doing your part in creating a loyal and growing subscriber base.
You’ll also be more likely to see a jump in the metrics that matter most for your ecommerce subscription business, including average order value (AOV) and customer lifetime value (LTV) since you will be making it simple for your subscribers to add items to their subscription.
Tip: Learn to leverage these metrics and more with our complete guide to subscription analytics.
4. Leverage your data to deliver subscribers smart recommendations
Whether you use Klaviyo or another email service provider, customer data is more readily available than ever. However, it is not enough just to have access to the data.
It’s important that you use your customers’ data to deliver smarter, more personalized recommendations to them to make their subscription experience better. Doing so will not only grow your business, it will make your subscribers more loyal.
Here are a few examples of ways you could engage with your subscribers to deliver them a more personalized and memorable experience:
- Send them a message on the anniversary of the first time they purchased a subscription from your brand. This small engagement point can go a long way in making a subscriber feel special and is a great way to differentiate your ecommerce subscription model from other competitors.
- Provide subscribers a discount on an item that goes well with their subscription. For example, if they subscribe to receive a pound of coffee every month, send them a coupon for a new coffee mug. In the message with the promotion, talk about how the mug is the perfect accessory to go along with their coffee.
- Give subscribers access to an exclusive pre-sale only for subscribers. This will not only make them feel wanted and special, but it will also give you the opportunity to increase subscriber LTV—a metric that every ecommerce subscription business is after.
These touchpoints and sample engagement tactics are ways to show your subscribers that they matter. Even better, they allow you to prove to them that they aren’t just another “one” of your customers. These tactics are simple to try, but go a long way in building your brand, developing loyalty, and creating an experience that subscribers won’t forget.
Creating a memorable experience that fosters loyalty from subscribers and charges your ecommerce subscription experience has never been easier than with Upscribe. Upscribe gives you all of the tools that you need to grow your subscriber business and deploy a beautiful customer experience in a matter of clicks.
Dan is the Marketing Lead at Upscribe. Prior to Upscribe, he spent time at Klaviyo and Shopify. When he is not working, he likes to run, golf and work on his side hustle business, a sock brand named Neon Bandits.