Ecommerce Subscription Playbook & Benchmarks: Operators Build (E6)

“You almost feel stupid buying the product as a one-time customer.” Why do some subscription brands retain customers and stack LTV while others lose them? Matt Bertulli (CEO, Pela & Lomi) and Cody Plofker (Advisor & fmr. CEO, Jones Road) sit down with Aidan Thibodeaux (CEO, Skio) and Bernard Meyer (AI Operations Manager, Omnisend) to ask the questions every subscription brand needs answered. Aidan argues that the offer matters more than anything else. He pushes quarterly plans and free gifts over discounts. Discounts train customers to wait for deals. He sets targets of 65% or higher for subscription take rate, 80–90% retention into the second order, and 35% at six months. Bernard lays out the post-purchase basics, including a welcome email that sets expectations and check-ins after delivery. The group also debates when to ask for reviews, roasts Winks’ current buy box, then closes with quick skip buttons, subject line tests, and win back emails built on cancel flow data. The question every subscription company needs to answer: What exactly are you promising a subscriber with recurring orders? Powered By OuterSignal https://9ops.co/outersignal Richpanel https://9ops.co/richpanel Runneth https://9ops.co/motion-runneth Skio https://9ops.co/skio-9operators Omnisend https://9ops.co/omnisend TBAR Partners https://9ops.co/tbarpartners Operators Portal https://portal.9operators.com/dashboard Operators Newsletter https://9operators.com/