E-commerce subscription brand
Turning one-time buyers into repeat subscribers with journey redesign
A subscription e-commerce brand had strong acquisition but weak repeat rates. We mapped the post-purchase journey, found the friction, and redesigned the first-60-day experience.
+22%
improvement in first-to-second purchase conversion
-15%
reduction in early subscription cancellations
+9 pts
NPS improvement among first-90-day customers
The challenge
Marketing was filling the funnel, but second-order and subscription-continuation rates lagged the category. Post-purchase communication was a generic email drip, delivery issues took days to resolve, and cancellation was easier than getting help.
What we did
- Mapped the complete post-purchase journey from order confirmation through second delivery
- Interviewed lapsed customers to understand the real drivers behind failed conversions to subscription
- Redesigned the first-60-day communication journey around product education and proactive delivery updates
- Built a save flow that surfaced pause, swap, and support options before cancellation
Services used
Facing a similar challenge?
Book a free consultation and we'll share how we'd approach it in your context.
Get in touchReady to transform your customer experience?
Join 50+ companies who have transformed their customer experience with PS360 Consulting. Book a consultation today to get started.