Education, Winbacks, and Direct Mail: Dirtea's Retention Strategy

Jade Moffett from Dirtea joins the show to break down how they use education-first onboarding, segmented winback flows, and direct mail to retain and re-engage subscribers. We dig into why they wait to cross-sell, how their CX team shapes retention messaging, and the 200% lift they saw from Paper Run.

What we cover:

• Why education-first onboarding drives long-term retention
• Segmenting winback flows by cancellation reason and product
• Using direct mail (Paper Run) to re-engage churned and opted-out customers
• Cross-sell timing: why waiting until after the first subscription cycle matters
• How feedback loops at every touchpoint improve the customer experience
• Balancing short-term revenue with long-term customer value
• Letting your CX team sense-check retention messaging

Guest: Jade Moffett
Her LinkedIn: https://www.linkedin.com/in/jade-moffatt-42ba35199/
Website: https://www.dirtea.com

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