Cover for the PYMNTS and sticky.io August 2023 “Decision Guide: How Retail Subscription Merchants Can Win and Retain High LTV Customers”

How Retail Subscription Merchants Can Win and Retain High LTV Customers

Cost Isn’t the Real Reason Consumers Bail on Retail Subscriptions 
Sure, when asked why consumers cancel retail subscriptions, many say cost. But dig deeper and you find that it really isn’t that at all, even for discount seekers. At least that’s what PYMNTS’ latest study of 2,094 U.S. consumers on retail subscriptions, “How Retail Subscription Merchants Can Win and Retain High LTV Customers,” a collaboration with sticky.io, finds.

Inside the August Decision Guide

  • 28%: Portion of loyal consumers who would cancel if the merchant renewed their subscription without their permission
  • 20%: Share of bottom-performing merchants that offer guarantees or refunds, compared to 100% of top performers that do
  • 7%: Portion of bottom-performing subscription merchants that allow changes to product selection, compared to 93% of top performers that do

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