Search for a command to run...
Health & Wellness E-Commerce Brand
Ongoing subscription optimization and retention strategy.
After migrating the client to Shopify, the subscription base was stable but not growing fast enough. Churn was eating into new subscriber acquisition, and the team lacked visibility into why subscribers were cancelling. The goal: push past the 3,000 active subscriber mark and build systems to keep them there.
We implemented a data-driven retention strategy across the entire subscriber lifecycle.
Churn analysis came first. We instrumented cancellation flows with reason-capture surveys and cross-referenced cancellation data with order history, product mix, and engagement patterns. The data revealed that most churn happened between months two and four — after the initial enthusiasm wore off but before the product became habitual.
Retention interventions targeted that critical window:
Subscription UX optimization reduced friction at every step. We simplified the subscribe-and-save flow at checkout, added clear subscription value messaging on product pages, and built a self-service portal where subscribers could manage everything without contacting support.
Active subscribers crossed the 3,000 threshold and continued climbing. Monthly churn rate decreased meaningfully, and the average subscriber lifetime extended. The self-service portal reduced subscription-related support tickets, freeing the team to focus on growth rather than firefighting.