Recorded on the main stage at the 2024 PaymentsEd conference in Washington DC, this episode explores how organizations set up their teams to collaborate effectively on subscriptions and recurring payments. Host Josh Mathers of Rebar Technology is joined by panelists Fred Rodriguez, HomeServe USA, Melissa Shields, Starbucks, and HanJie Xiao, Semrush.
In today's episode, we dive into global payments and subscriptions, featuring insights from Melissa Shields , Executive Director of Payments and Strategic Operations at Dotdash Meredith*, Jay Matthews , Director of Global Payments and Subscriptions/Retention at Yahoo, and Melanie Stout, Head of Recurring Services at Optimized Payments. The trio emphasizes the critical role of detailed analytics in understanding subscriber behavior, and how strategic reporting can drive better decision-making for...
On this episode, we welcome Christine Wade , Co-Founder and Consultant of Payment Operations Group, LLC ; Mandi Grimm , Director of Fraud Prevention of Etix ; and Scott Adams , Founder and CEO of Fraud Deflect and CNPMentors . Together, we explore the complexities of chargeback management and fraud prevention. Each of them shares their expertise as we discuss current challenges and strategies in the industry. Key Takeaways: (06:22) Discussing the evolving nature of payment operations and its bus...
On this episode, we dive into retention and revenue recovery in subscription-based businesses with the help of our guests, Kevin Salerno at Newfold Digital and Kristen Vandendriessche at Optimized Payments . Key Takeaways: (01:28) The impact of retention in subscription businesses. (03:51) An in-depth look at churn in subscription models, and strategies to manage it effectively. (09:06) Technical causes of involuntary churn and methods to improve payment collection. (16:36) The benefits and nece...
Join us in a compelling discussion with Brian Kehn, Vice President Operations and Director of Payments at HomeServe USA , and Melanie Stout , Head of Recurring Services at Optimized Payments . We explore essential aspects of subscription payment processing and offer practical insights for businesses in this sector. Key Takeaways: (03:03) The importance of seamless customer experience in subscription billing. (04:49) The necessity of data management for successful billing. (07:30) Advice for star...
We’re excited to introduce our new podcast series, Subscription Fundamentals. As the name implies, we will be diving into the essentials of the subscription business, including enrollment, billing, payments, fraud, chargebacks and more. Nick Fredrick will be joined on this series by co-host Josh Mathers, Vice President of Product at Rebar Technology, to guide you through the subscription process from the point at which your customer signs up for your product. Key Takeaways: (03:24) The absence o...
On today’s episode, we welcome Brian Comiskey, Director, Thematic Programs of the Consumer Technology Association . Brian delves into various topics including data-driven decision-making, cybersecurity and smart home innovations. Key Takeaways: (02:44) Brian's background in international relations and his transition to media analytics and technology. (12:16) Evolving customer engagement strategies and the importance of maintaining touchpoints in a digital world. (17:29) The role of standards in ...
In this episode, we talk with Neil Dudley , Vice President of Pederson’s Natural Farms , about the journey and challenges of transitioning from traditional business models to a direct-to-consumer and subscription-based approach. Key Takeaways: (02:00) Pederson’s Natural Farms’ shift toward direct-to-consumer sales and subscription models. (3:13) Understanding consumer needs for recurring deliveries. (07:40) Challenges faced in handling perishable goods and finding the right fulfillment partner. ...
Samantha Coxe , Founder and CEO of Flaus , shares her unique journey from being a mergers and acquisitions attorney to spearheading innovation in oral care with the world's first electric flosser. Key Takeaways: (04:20) Samantha's transition from a legal career to entrepreneurship, identifying a significant market gap. (07:25) Launching a crowdfunding campaign, marking a pivotal moment in Flaus' journey. (09:42) Choosing a direct-to-consumer model, and its evolution over time. (16:51) Emphasizin...
Join us on the latest episode as we talk to Kaylin Marcotte , Founder and CEO of JIGGY . Kaylin delves into her journey of creating a puzzle brand with a unique subscription model, blending art and business. Key Takeaways: (05:30) The origins of JIGGY and how personal experiences shaped its business. (10:24) Challenges of introducing a subscription service in the puzzle market. (15:08) Using customer feedback to improve JIGGY's products and services. (21:03) JIGGY's growth and the pursuit of the...
On this episode, we’re joined by John Tabis , Founder and Chairman of the Board of The Bouqs Company . John shares his start-up journey, including the decision to build his technology platform to offer customers a unique and flexible subscription model. Key Takeaways: (16:55) The flexibility of offering adjustable subscription options and the ability to deliver faster have been key to the success of the business. (29:52) Building a robust technology platform in-house was a pivotal decision that ...
On this episode, we talk with Sasha Siddhartha , Co-Founder and CTO of Thrive Market , delving into the growth, strategies and technological innovations propelling the e-commerce grocery platform. We discuss the shift in consumer behavior, the emphasis on personalized shopping experiences and how AI and large language models are setting the stage for a revolutionary leap in online retail. Key Takeaways: (03:59) Membership advantages include better cash flow and opportunities for reinvestment. (0...
On this episode of Subscriptions: Scaled, we delve into an insightful conversation with Lloyed Lobo , Co-Founder and Board Member of Boast and Co-Founder of Traction. Lloyed sheds light on the immense power of community in business. He talks about how brands evolve and the crucial role of human connections and addresses the nuances of building a community-driven brand. Key Takeaways: [01:30] The importance of concentrating on tasks that spark joy while delegating the ones that don't. [11:00] The...
On this episode, we explore influencer marketing with Bradley Hoos , CEO of The Outloud Group , a leading agency in the influencer and content marketing space. Bradley shares invaluable insights into brand partnerships, risk management and the future landscape of influencer marketing. Key Takeaways: (03:16) The concept of influencer marketing and the strategy of paying creators to promote brands to their organic audiences. (12:26) Influencer marketing often drives more consumer purchases than di...
In this episode, we sit down with Roi Ben Daniel , the Founder and CEO of Received . Roi shares valuable insights into the world of software and fintech, discussing everything from the evolution of SaaS to the future of AI in finance. Join us as we dive into the trends and challenges shaping the finance and software industries. Key Takeaways: (04:27) The challenges of applying subscription solutions to sales-led organizations with complex pricing and bespoke contracts. (12:07) The importance of ...
On this episode, Shunan Teng , CEO and Founder of Tea Drunk , discusses the authentic world of Chinese tea. She offers a glimpse into the blend of passion and business that has brewed the success of Tea Drunk, while also sharing her fascinating knowledge of Chinese tea culture. Key Takeaways: (04:01) Identifying and addressing issues with mobile website usability and customer purchase difficulties. (08:00) Shifting the website’s color scheme from dark to light to reflect a luxury, friendly brand...
On this episode, we sit down with David Pinkus, Chief Technology Officer of Pvolve, as he navigates the challenges of international expansion and the intricacies of online platforms like Shopify. David offers insights into the growth and adaptation strategies that have defined Pvolve’s journey. For businesses considering expansion, especially into international markets, this conversation is packed with practical takeaways and reflections on learning from past missteps. Key Takeaways: [06:20] Dav...
On today’s episode, Chad Kauffman, Co-Founder and the driving force behind Kitty Poo Club, shares his journey and insights into the world of subscription-based businesses, particularly in the pet industry. For pet lovers and entrepreneurs alike, this discussion is an insightful glimpse into optimizing product delivery and the art of evolving to meet the demands of the customer. We dive deep into the challenges and solutions of delivering timely products and look at the strategy behind expanding ...
On this episode, we talk to Guilherme Martins , CEO of Sandbox Experiences , a London-based group operating a network of learning businesses featuring 18 different brands. Key Takeaways: [3:47] Guilherme co-founded Leiturinha, a Brazilian book subscription company, to encourage reading in children. [6:03] Subscription models were relatively new in Brazil in 2013-2014, and Leiturinha aimed to create regular reading habits. [9:19] Leiturinha introduced subscription payments on a six-month or annua...
On this episode, we sit down with Benjamin Katz , Chief Executive Officer at Happy Head . Our discussion takes us on a journey through the intricacies of starting a venture, discerning between genuine market demand and mere vocal enthusiasm, as well as giving some invaluable pointers. As Benjamin shares his wisdom, we learn the nuances of focusing on the right markets and the potential pitfalls of conflating passion with business. Key Takeaways: [03:42] Benjamin touches on the importance of conf...
On this episode, Catherine Bhattachar , Chief Operating Officer at Tiny Earth Toys , provides insights into the innovative and environmentally-conscious business model that sets their brand apart in the toy industry. Utilizing a subscription service, Tiny Earth Toys is at the forefront of sustainability by counteracting toy waste and offering families a more eco-friendly approach to children’s play. Key Takeaways: [17:15] Tiny Earth Toys’ unique subscription model combats toy waste. [20:22] The ...
In today’s episode, Ben Fisher, Co-Founder and Technical CEO of Rodeo , joins us to discuss tech solutions and effective consumer engagement in subscription-based businesses. This chat is a must-listen for anyone interested in e-commerce, as it delves into how Rodeo is revolutionizing its customer experience through tech-forward design and strategic decision-making. We cover topics including fine-tuning subscription plans, leveraging data in your operations and reducing friction in the customer ...
In this episode, CEO and Founder Zarina Bahadur of 123 Baby Box joins the discussion to unpack the challenges and strategies surrounding the company’s rapid growth and retention. She highlights the necessity of regular communication with customers, emphasizing its significance when dealing with failed payments. The subscription market is changing. It’s vital to understand if cancellations are due to pricing or product quality. An important discussion point is the value of giving customers flexib...
On this episode, we talk to Adriel Darvish, Co-Founder and CEO at Switch , a luxury handbag and jewelry rental membership service. The idea for their company originated from Adriel observing his mother’s experience as a jewelry designer. Witnessing a friend return a necklace after flaunting it at a party sparked the realization that jewelry, being durable and reusable, was ideal for a rental model. He and his brother launched an MVP version of Switch, which received overwhelmingly positive feedb...
On this episode, we talk to Melissa Kwan, Co-Founder and CEO of eWebinar , a platform that turns any video into an interactive webinar. Melissa is a three-time bootstrapper and entrepreneur in real estate technology. She created eWebinar to solve the problem of automating webinars and scaling content effectively, allowing businesses to engage with audiences on demand without being tied to live broadcasts. Melissa initially struggled to determine the right pricing strategy, aiming to avoid attrac...
On this episode, we talk to Matt Poleski , Regional CFO/Finance Director at Arthur J. Gallagher and Co. , a global insurance brokerage, risk management and consulting firm. Matt kicked off his career as an auditor at KPMG, working on publicly traded subscription software. In 2006, he made a move to the insurance brokerage industry. Gallagher is growing at an impressive rate, chiefly through acquisitions of smaller insurance brokers. Matt says it’s important to build solid relationships with sell...
On this episode, we talk with Jeremy King , CEO and Founder at Attest, a market research company that revolutionizes market research by offering a user-friendly SaaS platform with a microservices architecture. Their automated approach eliminates guesswork, allowing businesses to obtain actionable data to inform decisions and accelerate growth. Jeremy explores various aspects of subscription businesses, focusing on understanding triggers for cancellations, strategies for winning back churned cust...
On this episode, we talk with Kristen Baileys , Co-Founder and CEO at Bake Eat Love Box (BEL Box) , a subscription company that sends monthly boxes of ingredients to members to help them become better bakers. The idea was born out of Kristen’s desire to become a better baker, something she admits she wasn’t very good at. She searched for a baking subscription service and couldn’t find one, so she decided to start one. After doing her research in 2018, Kristen decided to use the Cratejoy platform...
On this episode, we talk with Tim Stoddart , Co-Owner at Copyblogger Media , about building businesses based on content and the importance of writing about real human experiences. Inspired by a Seth Godin interview, Tim started his first blog more than 13 years ago and didn’t tell anyone about it. He wrote about a variety of topics, and he tried to write something every day. Eventually, people found his blog, inspiring him to learn more about content marketing and SEO. He started a different blo...
On this episode, we talk with Greg Connolly , Co-Founder and CEO of Trifecta , a subscription service that ships fully cooked, organic meal options to users to help them keep their fitness goals on track. Unlike other subscription food companies, Trifecta guides subscribers through the fitness process, telling customers what to eat, when to eat it and what workouts to do, making it a total health and fitness solution that includes the convenience of delivered meals. Greg and his team have had a ...
