Matthew Holman

Subscriptions Leader: Consultant, Newsletter, Podcast | Events | Communities | Commerce Catalyst | Partnerships @QPilot | Formerly Incarcerated

Most people don't see subscriptions the way I do.

For many of the brands I come into contact with, subscriptions are about retention. Figuring out how to keep people longer to drive up lifetime value (LTV).

But subscriptions are much more than LTV and recurring revenue. They are a way to engage with your best customers, provide more value, and capture more value in return. When looked at through an acquisition lens, subscriptions become less about retention and more about customer experience.

That's what we do at Subscription Prescription - craft acquisition and retention experiences to unlock greater profitability and sustainability for your business.

Message me to learn more about how we can improve acquisition of subscribers, retention of subscriber, and the profitability of subscribers with our approach. Unlock new growth for your business with the right prescription for your subscriptions.

Partner, Cofounder

Patterns in the Cloud builds fun software for commerce

Looking for a great deal on tickets for Ecom Elevated next month?

Yes, Commerce Catalyst has another big ecom conference. :)

We've run a few promotions, but with a new ticketing platform it's easier to offer some special discounts.

So, if you're interested in hearing from people like Dan Griffiths the CEO of Lume, or Akwasi Frimpong OLY an Olympian and Senior Manager of Partnerships at Momentous... or any number of our incredible sessions, then here is the deal:

Brand Tickets are $99 until March 15th. Then they're $150, then $199.
Saas/Service Tickets are $170 until March 15th. Then they're $249, then $349.

Grab them before prices go up! https://lnkd.in/gnsM__y8

D2C Subscription Agency | Weekly Subscription Tips --> Newsletter + Podcast | Commerce Catalyst Community | Partnerships @QPilot

Open article: Ecom Elevated Spring by live.eventtia.com

While everyone is thinking about AI completely replacing software, you get great product releases like this one that use AI incredibly well:

- You install
- AI analyzes repeat purchase history
- AI determines the timing to send messages
- AI writes the messages with offers based on parameters you set

Customers buy on rePete.

AI right now is making implementation and configuration a no-brainer, enabling powerful customer experiences like this one.

🎙️Shopify1Percent Pod • BOLD Co-Founder • EY Entrepreneur of the Year ‘18 • @Shopify Partner ‘12 • Merchant ‘98

It is my extreme honor to introduce to you the newest member of your Shopify family: Meet rePete 👋

Like your favorite barista, rePete remembers your pace and nudges you when it's time. He's your smart, friendly AI reorder agent  that builds a dynamic reorder prediction for each individual customer. When they are running low, he sends a polite nudge, helping them easily restock with just ONE click! 🎉

Because, let's face it. Your life doesn't revolve around a fixed 30-day cycle.
Your customers want to reorder on their own terms, and at their own pace. They want replenishment that feels natural, not a fixed cycle disguised as convenience.

While subscription fatigue is at an all-time high and more customers are canceling subscriptions than ever before, there is good news! Most customers still want their products replenished, they just don't want a subscription.

And that's exactly why they love rePete so much ❤️

Instead of forcing customers onto a fixed schedule, rePete learns each customer's individual buying behavior and purchase patterns. He analyzes thousands of data points everywhere they shop, so he can send a friendly nudge at the perfect predicted time they're likely ready for a refill.

Predicted. Not scheduled. On-demand, not forced.

rePete is free to install, and his pricing is very simple: if he doesn't make you money, you don't pay a penny. He works entirely on commission. No per-SMS fees. No per-email costs. No app fees...

The future of repeat commerce isn't a subscription. It's a prediction.

#shopify #reorders #ecommerce #shopifyplus #repete

The top 5 things I'd do to improve a subscription program with little time.

I'll list them by potential impact for your business:

1. Default to subscribe and save with some simple design changes to make the subscription option more prominent.

Impact: 30-40% opt-in rate (minimum) - more subscribers coming in

2. Upsell to subscriptions in the cart. Simple, straightforward, but effective.

Impact: additional 10% improvement to opt-in rate

3. Make the billing reminder feel like a value reminder than a transaction. Show them why they subscribed in the first place.

Impact: lower monthly churn 10-15%

4. Update the cancel flow with better copy, stronger offers to stay, and a founder video on the splash screen when someone first cancels.

Impact: minimum 10% improvement on your cancel save rate

5. Make the onboarding flow feel educational and welcoming. There are so many questions people have; show them how you're different and how they can be successful with you.

Impact: lower MoM churn by 5-10%

Where do you think some of the best retention expertise comes from?

You might think an email agency, or growth background.

Sure, those people have a ton of skill. But there's something special about someone with a background in customer success when it comes to retention.

They already know the people. Know how to communicate with them.

They understand timing - not just for comms but in upsells and product usage.

That's why this week's dose is so special! We were lucky to sit down with Jade Moffatt from DIRTEA to talk all things retention.

Three great takeaways: strong education onboarding, timing your cross-sells, and how to better segment winbacks.

Let's dive in!

View newsletter: Subscription Prescription

Matt here with your weekly Subscription Prescription 💊 A big part of retention is timing. Not just how often you communicate, but what and when. In t

Open article: Dose #193: Education, Cross-sells, and Winbacks by Matthew Holman • 5 min read

Dose #193: Education, Cross-sells, and Winbacks

Strategyn

I identify data-driven innovation opportunities for high-profile clients in a variety of industries (CPG, financial, medical, automotive, streaming, warehousing, etc.). Learned Strategyn’s ODI process.

I helped develop certification courses and tools for clients. Much more coming soon at ODIpro!

Customer Insights Researcher

Purple

Managing a growing team of UX researchers and customer advocates.

Customer Insights Manager

Prepared for new product launches by consulting with physical product merchandisers on customer needs and wants, with creatives on imagery and copy to be used in marketing, and with designers and digital product managers to prepare online product sales pages.
Reduced consumer confusion by performing rigorous testing of mattress line to improve language and imagery used on the category and product pages. Products are more differentiated and customers are more confident in their selections.

UX Researcher and Strategist

Consulted with designers and product managers and independently led research projects on behalf of the eCommerce department. Established ongoing customer interviews and design testing systems.

Harris Inquiry

I am passionate about helping people do applied social science research faster and better. I am an expert in user experience (UX) research, surveys, interviewing, focus groups, data analysis, and design work. I can advise in research methods, as well as in the use of specific applied research tools such as Qualtrics, SPSS, Stata, Excel, and Adobe XD. I can also advise on new product development research.

Freelance Researcher

Boncom

•	Managed internal and external data collection to steer rebranding a large choir, including new logos, taglines, organizational values, purpose statements, and brand promises.
•	Informed creative strategy for Utah Department of Health initiatives:
   o	Live On, suicide prevention campaign
   o	Stop the Opidemic, substance abuse resources and support
   o	Zero Fatalities, safe driving initiative
•	Researched expected offerings, naming, logos, style and tone for a new app and in-person experience. Organized and launched beta tests with recurring panel of app users. Informed web experience design.
•	Supervised research for an online university to understand its students, motivations for enrolling, current experiences, and marketing opportunities.
•	Directed research to guide management transfer of LDS Church historic sites. Produced clear guiding principles for the Historic Sites Division and creative recommendations for improved visitor experience.
•	Conducted ground-breaking visitor experience research among non-member “secret shopper” visitors to the a church. Pilot tested new church products intended to help welcome newcomers and visitors.

Senior Researcher

The Church of Jesus Christ of Latter-day Saints

•	Strengthened interdepartmental relationships while coordinating multi-phase international test pilot for youth activity program. On-time global implementation lauded by executives as “miraculous.”
•	Directed international pilot research for new seminary curriculum to guide development. Evaluated implementation fidelity and objectives and offered human-centered recommendations.
•	Strengthened interfaith partnerships by leading an international study to explore messaging for new publication for use in humanitarian efforts in minority-Christian countries, highlighting shared values.
•	Provided qualitative and quantitative feedback regarding missionary mobile device training. Piloted mobile device roll-out leading to fully operational global program with more effective proselyting and fewer behavior problems.
•	Provided insights into convert retention by designing a longitudinal study to identify when and why individuals stop attending, with actionable suggestions.
•	Administrated Qualtrics license for over 1,500 employees. Consulted across organization on survey design and methodology. Developed standard procedures for research division to oversee studies throughout organization.

Study Lead

Research conceptualization and design, survey design, data analysis, consultation with clients and users of research products, writing and reporting. Study leadership. Experience with market research, product evaluation, employee feedback surveys, user experience research, and data management. Experience with international data collection in Latin America, Oceania, and Africa.

Researcher

Brian D. Harris

Individualized assistance in learning basic statistical theory and methods.

Statistics Tutor

UC Irvine

Taught classes and led discussion sections on probability and statistics as well as research methods and research design.

Graduate Teaching Assistant

Brigham Young University

Taught the course "Data Analysis and Presentation" in the Sociology Department. Taught two summer term courses using my own syllabus and presentation materials.

Instructor

I researched political polarization in online forums, as well as connections between marathon running, family, and gender.  I also worked on projects related to education and immigration.

Research Assistant

I am an applied researcher with a background in academic social science and statistics. I have experience in the fields of product evaluation, UX design and research, and market research. I am well-versed in both qualitative and quantitative research techniques. I am skilled at research design, survey design, interviewing, journey mapping, design thinking, and all types of analysis. I have worked internationally and alongside colleagues from the fields of advertising, computer science, history, philosophy, psychology, social work, anthropology, geography, political science, and family studies, giving me a broad repertoire of cultural understandings from which to draw in my work. I have worked with creative agencies and research contractors to ensure the satisfaction of clients. I have extensive experience with products, programs and curricula from concept testing and development through evaluation, always with an eye toward consultation and improving the human-centered user experience.

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Matthew Holman

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Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Matthew Holman's LinkedIn Performance

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