Case Details

Our client, a subscription-based wellness company, experienced high churn rates despite steady new sign-ups. Customers were leaving after the first month, limiting revenue growth.

• High churn rate within first 60 days

• Customers lacked incentives to stay engaged

• Limited personalized experiences

• Weak post-purchase communication

Our Approach

We designed a retention program that built long-term relationships.

• Engagement Campaigns: Automated welcome flows and monthly check-ins.

• Loyalty Rewards: Introduced points for referrals, renewals, and milestones.

• Personalization: Tailored wellness tips and product recommendations.

• Customer Feedback Loop: Implemented surveys and quick support fixes.

Execution

The retention program was rolled out in stages, starting with automated email journeys, followed by loyalty features. Support teams were trained to proactively resolve customer issues.

• High churn rate within first 60 days

• Customers lacked incentives to stay engaged

• Limited personalized experiences

• Weak post-purchase communication

Results

• Churn reduced by 35% in 3 months

• 2x increase in repeat subscription renewals

• Customers reported higher satisfaction and loyalty

• Word-of-mouth referrals grew significantly

Conclusion

This case demonstrates the power of a well-designed retention program. By engaging customers consistently and rewarding loyalty, the client achieved long-term revenue stability.