Episode 86 | Ops, Honesty, and the Truth About Keeping Subscribers with Hattie Gilpin of Wellbel

This week, I sat down with the operations queen herself, Hattie Gilpin, to talk about what it really takes to keep subscribers around in one of the most competitive categories out there. If you’ve ever wondered why customers churn, what actually drives operational success, or how brands can earn long-term trust without leaning on discounts, this episode is for you.

We cover subscription retention, billing cycle psychology, customer experience, and why the unsexy parts of operations matter just as much as great marketing. Hattie breaks down everything from time-to-churn analysis to warehouse partnerships, plus the real story behind HAM — the analytics platform built specifically for subscription operators who are tired of messy spreadsheets and bad data.

If you’re running a subscription brand, leading a CX or ops team, or trying to understand why customers cancel in the first place, this episode is packed with actionable insights you can actually use.

Listen now for tactical advice on retention, subscription analytics, operational excellence, and why great customer experience is built long before a support ticket ever gets opened.

📲 Follow Hattie:

LinkedIn: https://www.linkedin.com/in/harriet-gilpin/

📲 Check out Wellbel:

https://www.wellbel.com/

👋 Enjoying Above the Fold?

Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

Connect with Jess on:

LinkedIn: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon