5/23/24 Meeting · Operations

Churn Deep Dive (FYI)

As discussed last week, would like your eyes on the following Interview guide linked

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@Kyle Humphries

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would like to get your thoughts on whether these questions are duplicative to what you have asked in your survey + suggestions on finding 10 or so cancelled people to talk live with

Who should we look for:

Preference on supplement subscribers

Then depends on N we can reach out to non-obvious members

1-month supplement subscribers

Let’s look at non-biohackers (send

@Matt Schwartz

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the emails and he can check if we have onboarding survey results).

Action Items:

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@Garret Ma

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@Shayna Lans

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talk to Melanie on what to give to these folks.

Include Product Team in these calls w/

@Shayna Lans

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.

Action Item:

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@Matt Schwartz

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to send shayna list of emails

Updating order cadence/frequency in Shopify

Use case: customers request to update their order frequency to every other month or every 90 days.

Is there any impact to financial reporting? Any reason the team should not do this?

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Don’t offer it - let’s push people to skip. if any customers push back let’s treat them as one off cases w/ Product.

Multiple subscriptions / accounts

How are customers able to purchase multiple subscriptions?

How can we prevent members from purchasing multiple subscriptions and establishing more than one account?

Jill & Jenna: How do we treat a customer that has both a membership and a subscription in the underlying dataset? Do we treat them as both, do we treat them as subscriber?

2 categories - One-off new supplement requests put into Shopify by CSAs & duplicate orders (due to Shop Pay/Google Pay)

Scenario 1 Example:

rosemaryndevries@gmail.com

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Scenario 2 Example:

keith.snail@gmail.com

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Troubleshooting malformed customers:

Script catches them, CSAs reach out.

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Ideal Flow:

Customers only have one subscription. Double subscriptions are consolidated.

Next Steps:

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@Matt Schwartz

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/

@Jenna Feltes

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/

@Shayna Lans

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- to review existing lists to see if we are not catching all duplicate subscriptions.

Replacement test kits

Currently using: “one off” ($249) in all instances

Should we consider bifurcating product SKU and title for replacement kits issued for “membership starter test kit” v. “membership recurring test kit”? Would save from a Unit Economics perspective

Currently no way of tracking number of replacement tests accurately sent out in Shopify

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@Matt Schwartz

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to follow up w/ Nick on this to flag if this is a replacement.

Skip feature and how we treat pauses

Once skip becomes available, can the CS team start treating pauses this way in Seal as well?

@Jill Frank

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or should we continue to pause and reactivate, as we currently do?

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@Shayna Lans

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and

@Matt Schwartz

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to think through a solution before coming abck w/ a proposal.

we want to know we is active and who has skipped.

Beta member discount lapse - script in Shopify to identify impacted customers?

Can we run a script to identify all launch members who are now paying full price? Can we correct this proactively?

Context: I have received at least one cancellation request from a member who states that we ‘changed her to full-price without letting her know’ — I’m wondering if there are other churned customers attributable to this use case?

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@Nick Nathan

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needs to run this script next week.

Missing TallyAge test kit - script in Shopify to identify impacted customers?

Similar to above request

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@Nick Nathan

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needs to run this script next week.

Update on Phase 2 Failed Payment Strategy - Product?

CSAs please try to process their ordrr as soon as we know. Seal does not have this logic.

Test kit - switching between membership and supplements

Question: what is the impact to test kit cadence when a customer switches from membership to supplements (by mistake) and switches back to membership?

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@Matt Schwartz

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and

@Kyle Humphries

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to follow up on the answer on this.

Adding Email to Cancelation Survey

Email will help us link this back to customer segment.

I can do this! as optional.