Personalizing the Customer Experience with Eric Wu of Gainful

In this episode of the Subscriptions: Scaled podcast, Eric Wu, Co-Founder at Gainful joins host Nick Fredrick from Rebar Technology to talk about his subscription-only personalized nutrition company.

The concept behind Gainful started with Eric’s unpleasant experience in college as an athlete trying to untangle the uncomfortable and confusing web of hype and snake oil sales that pervades the traditional nutritional supplement retail environment.

Telling his co-founder about his idea for a better way led to the founding of Gainful. Early on in the process, they decided to go to a subscription-only model, despite the fact that their testing showed that a la carte offerings had a much higher conversion rate. 

That decision paid off, leading them to find ways to make their personalized experience for each customer the best it could be. The result is a much higher retention rate than they would ever have achieved with a la carte sales. 

They have refined their customer experience as they have grown, and they now use all the data points they can collect—including direct customer conversations, polls, and surveys—to continue to improve on their customer experience, which has led to rapid growth and a bright future.

Click the link in the comments for the whole conversation. 

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