Growth isn't your problem. The gap is.
Businesses that depend on customers coming back — subscriptions, memberships, or repeat purchase — rarely stall because of effort. They stall because something specific is broken: in the promise, the journey, the economics, or the accountability. I find it, name it, and help you close it.
You don't need a membership program to run your business like one.
I work with companies that live and die by one question — do customers come back? Subscriptions and memberships, yes. But also retail, media, fintech, and institutions like credit unions: any business that wants revenue that recurs instead of revenue it has to re-win every quarter.
Two decades inside the biggest membership machines on earth.
I spent seven years at Amazon leading growth for Prime, Music, and Grocery — launching Prime Music, Prime Day, and same-day grocery delivery. I spent ten years at SiriusXM building the streaming subscription business from scratch, growing digital subscribers 6x. At Walmart, I led loyalty, retention, and member experience for Walmart+. I wrote Mastering Membership because I kept watching smart companies fail at membership for the same fixable reasons — and because the framework that fixes them works far beyond membership.
I'm not a consultant who read about this. I ran it — the weekly metric reviews, the renewal math, the onboarding flows, the pricing tests. Membership was where I learned it. Lifetime customer value is what it's for. Now I bring that operating system to any business that wants customers who stay.
Watch Matt explain the Growth Gap in 90 seconds.
Every business with stalled repeat revenue has a gap in one of four layers.
Clarity
is the promise sharp enough that the right person joins for the right reason?
Momentum
do new members reach the habit that predicts they'll stay, or drift after signup?
Durability
does value compound over time, or does the relationship age in place until renewal becomes a coin flip?
Accountability
does someone own the number, with the metrics and rhythm to move it?
Most companies guess at which layer is broken. The work is knowing.
Not sure which layer is yours? The Snapshot will tell you in two minutes →
Working Together
How we close it.
1. A 30-minute scoping session.
Your business, your numbers, your constraints. You leave knowing whether this is worth pursuing — either way.
2. A diagnostic engagement.
Fixed fee, fixed timeline: the gap, the layer it lives in, and the moves that matter — plus what not to spend on this year.
3. Ongoing advisory.
The operating rhythm that makes the plan happen — for a small number of clients at a time.
Running a credit union? There's a practice built specifically for you
The playbook, in book form.
Mastering Membership: The Guide to Loyalty, Retention, and Transformational Subscription Growth — with contributions from leaders at Amazon Prime, Conde Nast, CNBC, WeightWatchers, and Northwestern Kellogg.
Learn moreBring the Growth Gap to your stage.
Keynotes and executive workshops on membership, retention, and the systems behind them.
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