Yoga International is a high growth, subscription-based online yoga studio, on a mission to share yoga with the world. The high quality and extensive yoga content on their site and app make the benefits of yoga more accessible, available, and inclusive for a wide range of people. By focusing on the customer and the insights they provide, Yoga international has decreased churn by 20%, increased customers in refer-a-friend program by 5%, and deflected 1,000 emails / tickets per month.
Building a High Growth CommunityMuch of Yoga International’s success can be attributed to the growth of their massive network - around 300,000 yoga enthusiasts from all over the world. These yogis come back to the site often to learn and practice and they bring with them a wealth of information -- information that Yoga International has been using to help grow.
As a membership site we’re always focused on reducing churn and increasing satisfaction. We know that collecting feedback from customers throughout the customers lifecycle has allowed us to achieve both. It’s what fuels our business.
- James Bake (VP Marketing at Yoga International)
The information customers provide to the company is captured via the Feedback survey tools soon after a member joins, when they have an issue, or if they decide to leave. The team tries to respond to each member individually to dig into their feedback.
Yoga International is a great example of how a being laser-focused on your customer and building a flywheel around them can grow your business. Their commitment to engage, guide, and grow their customer base has given Yoga International a strong flywheel motion and created a legion of happy customers.
Finding Strength Through Service Hub