E3: Brian Thomas: Co-Founder of Completing The Puzzle

Experiment Zone Podcast

In this episode, AJ chats with Brian Thomas, co-founder of Completing The Puzzle, a unique puzzle rental and subscription service launched during the COVID-19 pandemic. They discuss the business model of renting puzzles, how it’s similar to Netflix's old DVD service, the challenges and strategies of managing shipping logistics, and the importance of authentic customer engagement. Brian explains how handwritten notes and direct communication with customers have fostered a loyal community, and how they continually strive to make puzzling more enjoyable for everyone, especially in challenging times like the pandemic. He also introduces a new award program to honor customers who have completed 100 puzzles, showcasing the company's commitment to customer appreciation and fun experiences.

Brian shares insights on their website's user experience, including techniques for copy testing, split testing headlines, and the strategic use of social proof. He walks through their subscription sign-up flow, highlighting opportunities for improvement and the considerations behind their choices. The discussion touches on the balance between optimizing conversion rates and maintaining credibility with customers. Brian also mentions future rebranding plans and the ongoing challenges of shipping, especially for a small, family-run business. AJ and Brian wrap up the episode by looking at actionable recommendations and the importance of gathering real customer feedback to drive decisions. Tune in to learn more about how Completing the Puzzle is transforming the puzzle industry and enhancing family fun.

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Email: Brian@Completingthepuzzle

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