Check out the full writeup here.

Topics discussed in this episode:

Acquiring customers the “right” way

• At Trade Coffee, they use data to make sure they get people coffee that they are guaranteed to love. There's a bright line between doing what’s necessary to acquire the right kind of customers the right way versus acquiring customers and figuring out how to retain them later.very single interaction with your customer is either a value-add or a value-diminishing interaction.
• A VOC (voice of the customer program) survey can very easily be a value-diminishing action. Asking for a lot of information takes time. But it doesn’t have to be a survey per se. Get creative. Look at or evaluate through a community forum, review sites, and more.

Retaining customers one bag at a time

• Mike talked a lot about focusing on the experience had with the product on a single unit basis. Did they like the taste of the coffee? Did the bag show up on time? Did they make some sort of customization to their order? By providing the best experience possible, retention becomes second nature.

Reduce the friction of your cancellation process… but don’t eliminate it entirely

• Making your cancellation process difficult isn’t going to inspire a customer to come back down the line. Try to figure out why the customer is cancelling. You may not be able to change their mind at the moment, but you can figure out how to prevent future cancelations for the same reason.

This is a ProfitWell Recur production—the first media network dedicated entirely to the SaaS and subscription space.