BIOHM Health's success in reducing churn stems from a dual strategy: deeply personalized customer education, exemplified by their at-home microbiome test, and a diligently optimized customer portal for subscription management. Ecommerce operators should note how these efforts not only improve customer experience but also significantly boost retention and operational efficiency.
Key takeaways
Overhaul your customer portal to dramatically improve CX bandwidth and retention; BIOHM saw significant gains by optimizing theirs for subscription management.
Implement personalized education efforts, like BIOHM's at-home microbiome test, to deepen customer engagement and understanding of complex products.
Leverage social media to build brand presence and disseminate easy-to-understand educational content, even for science-backed products.
Proactively educate customers on product benefits and usage through multiple channels to reduce churn, especially for health and wellness subscriptions.
On this episode we’re chatting with Danielle Filip, Director of Customer Experience, and Melanie Corrigan, Director of Ecommerce Marketing, at BIOHM Health. BIOHM is a gut health company rooted in over 40 years of science. We chat with Danielle and Melanie about the personalization and education efforts BIOHM provides their customers, like their at-home microbiome test.They also share with us how completely overhauling their customer portal used for managing subscriptions dramatically improved their retention and CX bandwidth. Later in the episode, they walk us through their efforts to build their brand presence on social media and educate people with easy-to-understand content.So let’s get started!
Frequently asked about this episode
What does this episode say about content marketing?
Overhaul your customer portal to dramatically improve CX bandwidth and retention; BIOHM saw significant gains by optimizing theirs for subscription management.
What does this episode say about customer experience?
Implement personalized education efforts, like BIOHM's at-home microbiome test, to deepen customer engagement and understanding of complex products.
What does this episode say about customer retention?
Leverage social media to build brand presence and disseminate easy-to-understand educational content, even for science-backed products.
What does this episode say about subscription management?
Proactively educate customers on product benefits and usage through multiple channels to reduce churn, especially for health and wellness subscriptions.
