Three Keys to Increasing Subscriber Loyalty

Listen to subscription experts Darryl Hicks and Robbie Kellman Baxter discuss how to build and maintain higher subscription customer loyalty

Darryl Hicks (FlexPay) and Robbie Kellman Baxter (Subscription Expert and Best-Selling Author) explore methods to increase customer loyalty and reduce involuntary churn.

The conversation covered three ways to build and maintain subscriber loyalty, and how these tactics increase retention, and revenue growth, and lead to higher company profitability.

Speakers covered, how to:

  • Keep subscriber relationships fresh
  • Identify false declines to avoid involuntary churn
  • Fill operational holes that typically lead to lost subscribers
  • Calculate the financial value of a recovered customer vs a single month’s recovered transaction
Darryl Hicks Headshot

Speaker Bio

Darryl Hicks

CEO/Fouder, FlexPay

Darryl has been active as a successful serial entrepreneur and technology expert for more than 20 years. A pioneer in Card Not Present sales, Darryl has extensive experience building and managing technologically complex online and offline Direct Marketing businesses. Darryl is the CEO, and Founder of FlexPay, a transaction processing gateway that leverages machine learning to reduce credit card declines, as well as performing transaction cost and risk arbitrage. FlexPay was born out of necessity to optimize the significant volume of credit card processing within his Marketing and e-commerce businesses. Darryl has founded or co-founded several successful B2C and B2B businesses in the past, servicing millions of consumer customers across four continents, successfully exiting from two larger companies (2006, 2011). He has also served on the boards of multiple early-stage companies, holds technology patents, and serves as an active advisor to many e-commerce and Direct Marketing entrepreneurs.

Robbie Kellman-Baxter profile

Speaker Bio

Robbie Kellman Baxter

Robbie Kellman Baxter is a consultant, author and speaker. She wrote both The Membership Economy and The Forever Transaction, and hosts the podcast Subscription Stories. Robbie has more than 20 years of experience providing strategic business advice to major organizations, including Netflix, Microsoft and the Wall Street Journal. She has been focused on subscription and membership models for the past twenty years. She earned her MBA from the Stanford Graduate School of Business, and she graduated with honors from Harvard College.

For more about Robbie go to