Thought Leadership
Subscriptions, Retention, and “The Last 20%” in Pet CX
Subscriptions are sticky - but retention, not acquisition, drives 2025 growth. Industry watchers note the subscription stack is shifting to churn mitigation and flexible billing, with the subscription management market projected to hit $9.16B in 2025.
Weekly plans in particular show ~65% 30-day churn if not managed with upsells and education. AInvest+1
For pet brands, the last 20% (feeding concerns, flavor fit, travel holds) demands human nuance.
Offer swaps/downsells without friction and route complex cases to trained agents. Pair that with clear, compliant cancel and renewal flows given ongoing federal scrutiny - even with click-to-cancel vacated. Sidley
Tactics:
Usage-based nudges (“You have 10 days left; shift your ship date?”).
Nutrition Q&A macros + human fast-path.
Subscription health score in the CRM to trigger saves.
Refund/courtesy credit rules aligned to junk-fee expectations.
Book a 20-minute planning call with Sirius Support CEO Craig Mills to map a retention-first support flow.
Talk with Sirius Support about scaling customer service without adding fixed overhead.
Book a meeting
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