The Art of Customer Loyalty in a Subscription Business

Krista Atwell & Mathew Patterson | January 9, 2018

Research shows winning a new customer costs five times more than keeping an existing customer - Customer loyalty is incredibly valuable. Loyalty isn’t automatic though, it’s the result of the deliberate attention and effort you pay to your customers.

For subscription businesses, that loyalty is even more critical as customers regularly face a decision on whether to continue paying. How can you help turn first-time purchasers into loyal customers?

Join Krista Atwell, Senior Customer Engagement Manager at Dollar Shave Club, and Mat Patterson, Customer Service Evangelist at Help Scout, for a live chat on customer loyalty tactics and best practices for creating return customers.

What you’ll learn:

  • How to effectively measure customer experiences
  • The customer service team’s role in improving customer loyalty
  • How to use customer feedback to increase retention
  • The role and value of a customer engagement team
Krista Atwell

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn.