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1/ Oftentimes, the highest impact levers to improve retention require technical dev work. Yet many DNVBs don’t have “product management” skills to leverage dev & UI/UX resources effectively. In this thread, I’ll go over one simple example of a dev project... The Customer Portal
2/ First, you need to understand if there is an opportunity to improve your customer portal. Do this by analyzing your exit survey results.
You’re looking to see how reasons related to “too much volume”, “modifying order, and “going on vacation”.
You’re looking to see how reasons related to “too much volume”, “modifying order, and “going on vacation”.
3/ Next, understand how your subscribers are currently making changes or cancelling their subscription. It’ll either be through your customer support or through the self-serve portal.
4/ Lastly, look at the type of actions that are currently being done on your customer portal. The easiest way to analyze this is based on “positive actions” and “negative actions”. Anything that is NOT a cancellation is considered positive.
5/ Based on 2, 3, 4 → you’re able to justify if it’s worth the cost of revamping your customer portal. Generally speaking, the purpose of the portal is to: a) reduce churn by increasing “skip orders”, b) increasing cumulative AOV by making it easy to add items
6/ Assuming you have a strong case, the main features to consider adding to a customer portal are:
#1 - Change delivery date and skip an order easily
#2 - Change the frequency of an order
#3 - Clear display of unused loyalty points
#4 - Prioritized chat app on the portal
#1 - Change delivery date and skip an order easily
#2 - Change the frequency of an order
#3 - Clear display of unused loyalty points
#4 - Prioritized chat app on the portal
Hope you enjoyed the thread! For a more detailed breakdown with examples + cost estimates, here's the link: blog.rechargepayments.com/why-investing-…
