Subscription Stories

True Tales from the Trenches

Subscription models are crazy powerful. Savvy small companies can easily deploy them to knock huge Goliaths off kilter. We’ve seen it in entertainment, software, hardware, news, retail, hospitality—the list goes on. In her podcast series, Robbie Kellman Baxter interviews the leaders of this revolution about how they’re using subscription pricing and membership models to redefine the biggest industries and generate predictable recurring revenue along the way.

NEW Episodes

Vena CEO Hunter Madeley joins Robbie to share best practices learned working at multiple B2B SaaS success stories. They discuss when it does and doesn’t make sense to pull out another company’s playbook, how to onboard for engagement and loyalty in a complex B2B environment, and his concept of “methodology before technology”.

Electronic Arts’ Mike Blank joins Robbie to talk about his journey bringing subscription to the world of gaming. They discuss the challenges of subscriptions in the gaming industry, how to encourage consumers to discover new content within the subscription, and how EA offers multiple consumer models to support their “player first” promise.

Jessie Teitz Becker, the SVP Marketing at Impossible Foods, brings her impressive marketing knowledge and expertise in forming long term recurring revenue relationships to Subscription Stories. She joins Robbie to discuss how Impossible is applying principles learned at subscription companies like Netflix, YouTube and Optimizely, best practices in introducing & building habits with a new product category, and why they launched an “every day” product at special occasion restaurant Momofuku.

Bain and Company’s Stu Berman joins Robbie to talk about what makes the Net Promoter System (NPS) Loyalty Forum itself so powerful for the members and for Bain. They also explore how the best organizations build customer-centricity into the fabric of their businesses, a core value of NPS. They discuss the value of creating a private community for senior executives across different companies to meet and discuss, how a subscription can be used to deepen relationships with key customers, and the importance of always listening to your customers first.

Charity: water’s MZ Goodman joins Robbie to share how she is applying subscription model best practices to a nonprofit. They discuss how MZ leverages content marketing and digital community strategies developed in her work at The New York Times, Glossier and goop to build a donation-based subscription model, how they’ve leveraged a single 20-minute video to raise millions, and how to think about a Forever Promise in the context of engaging donors.

Dan McCarthy, Assistant Professor of Marketing at Emory University’s Goizueta School of Business, joins Robbie to share his expertise on the intersection of marketing and finance. They discuss why customer lifetime value is such an important and misunderstood metric, how to rethink the way companies are valued by the public markets, and what all of this means for subscription businesses.

Greg Piechota, Researcher-In-Residence at the International News Media Association, joins Robbie to discuss the increasing importance of subscriptions and reader revenue in a world of declining ad sales. They talk about the value of studying one industry to gain insight for another, new models for advertisers, and the importance of customer-centricity in any subscription business.

Anthony Napolitano, VP and General Manager of HP’s Instant Ink Subscription Service, joins Robbie to discuss his role as an intrapreneur, and what it’s like to be the subscription guy in a transactional business. They cover running a physical subscription business, ensuring customers get full value from their subscriptions, and managing a business in times of change.

Piper Rosenshein, VP Subscription Video Services at A+E Networks, shares her tips for creating a customer-centric approach and a lasting digital subscription model. Join Robbie and Piper as they discuss how to operationalize a digital subscription businesses, how to minimize cannibalization in a business that already has a successful model, and how to manage a recurring revenue business in a time of change.

“Everybody gets the free. But if you want the really good stuff, you cross the velvet rope and subscribe.” Adam Taggart, President and Co-Founder of Peak Prosperity, joins Robbie to talk about his tips for building a community of subscribers that will grow into superusers who generate content of their own. They discuss how to handle a spike in acquisition, building a lifestyle subscription business with no outside capital, and how to create a “tribe” of highly engaged members.

A good product manager “meets customer needs and solves customer problems and fuels the business”. Jennifer Mazzon, Chief Product Officer at Thrive Global, joins Robbie to discuss her experience as a product expert. They cover finding the right team, how to build digital subscription products, and the importance of customer-centricity and knowing who your superusers are.

“Life is too short to play vacation roulette.” Brad Handler and his brother Brent are vacation entrepreneurs who incorporate membership and subscription into their luxury travel service, Inspirato. Brad joins Robbie to discuss the importance of “celebrating failure” when innovating, how a strategic approach to real estate and data give Inspirato a unique advantage, and the power of a “people-as-a-service” structure to create strong member relationships.

“Our goal is to teach forever habits.” Joanna Strober has reimagined the youth weight loss industry through her wellness program, Kurbo. Tune in to hear Joanna talk with Robbie about the role of a human coach in a digital program, how to communicate with both parents and kids, and instilling habits in customers for the long term.

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