10 Answers New Subscribers Need

Help Your New Subscribers Succeed by Setting Expectations Early

When human beings better understand how things will progress and how they need to engage with an experience, the outcomes are generally more successful for everyone involved.

So while the element of receiving a surprise is often welcome, knowing more about the overall experience is comforting.  Here are 10 questions you should make sure that your subscription customer understands before they receive that first order.

1. When will my first order arrive?
2. Do I need to be there when it does?
3. How much will it cost after the first order and when will I be billed?
4. Is there anything I need to do when it arrives?
5. If I have any issues with my order, how will they be resolved and is there a guarantee?
6. Do I need to return or recycle my packing materials - or are there other creative ways I can re-use or upcycle them?
7. Are there ways I can personalize the subscription for me?
8. How is this solving my problem?
9. How can I share the experience with my friends and family?
10. When will my second order arrive?

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​Some of these are very stupid, simple - I know.  But especially when you are elbow-deep in “your” business - you sometimes take for granted what is obvious to one person might not be to another. This is especially true depending on their previous experiences, either with other subscription companies or never having tried one at all.

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Where & When to Answer:
Now that you’ve gotten your list of answers to the questions above - think about creative, relevant and timely ways to distribute these answers.  Try not to bombard the customer with all the answers in one go or they will be overwhelmed (unless it’s in your FAQs).  

Perhaps you confirm their first order arrival date in several places - on site throughout the checkout process, in a confirmation email, in a reminder email if there will be some time between placing the order and when it arrives. 

Can you send a shipment confirmation email when the first order is on the way that helps them with the logistical questions of their first order and reinforces how it’s going to help/benefit their goal to solving a problem?

Can you include a welcome note that while making them feel good also helps them with a few more of the questions above? For instance tells them how they can benefit by referring their friends and family.

Can you send a follow-up email to check in on how they liked their first order and remind them about the timelines for second order delivery and billing?

By making it very apparent what is happening each step of the way and how you will help your customers they will see that your brand goes just a little bit beyond other brands and they will give you their loyalty because the experience is easier and more comfortable than elsewhere.

Not sure how to craft this messaging in a way that will nurture those customers along or create processes to make this doable for yourself - schedule time with an expert in new customer onboarding.

Stay tuned for our next blog: "5 Ways to Win-Back Lost Customers"

For an evaluation of your current new customer onboarding experience and where to focus, fill in our New Customer Insights & Action Plan request. There are often two or three quick wins you can implement within a few weeks to lower churn immediately. Let’s get started finding some revenue opportunities for you.