How HER ONE Boosted Subscription Saves with Loyalty Points

Why was HER ONE struggling with subscriber retention?

HER ONE, a health and wellness subscription brand, had built a strong following and a robust loyalty program through Influence - rewarding purchases, reviews, and referrals with points. But despite high brand affinity, retention was slipping. In just a short period, 1,300+ cancellation attempts were logged. Standard options like Skip, Pause, or Cancel Offers weren’t fully addressing the core issues driving churn.

Cancellation reason data revealed two dominant problems:

• Product excess: 406 attempts (30% of all cancellations)
• Price sensitivity: 369 attempts (28% of all cancellations)
  

Together, these reasons accounted for nearly 60% of all churn. HER ONE’s loyalty points were underutilised - a passive program, not yet activated in moments of high risk. This was the opportunity: use existing points as a real-time save mechanism when customers considered cancelling.

Stop losing subscribers you could save. Book a demo now and see how Influence can turn your loyalty program into an active retention driver from day one.

How did loyalty points become a retention tool?

HER ONE introduced a new treatment, Redeem Loyalty Points, directly into Loop’s cancellation flow. Loop provided the front-end cancellation interface, displaying the new option alongside Skip, Pause, and Cancel Offers. Influence powered the intelligence behind it: calculating available points in real time, determining eligibility and offer value based on cancellation reason, and updating balances instantly after redemption. 

The result was a seamless, in-the-moment save strategy: customers saw their points and could immediately redeem them for something valuable, without shipping extra products or relying solely on discounts.

1. Price-sensitive customers: redeem points as a discount alternative

For customers selecting “Too expensive” or similar reasons, Redeem Points acted as a discount alternative that preserved margins.

Impact:

• Save rate: 12.47% (46 saves from 369 attempts).
• Pre-intervention save rate: 9.54%.
• Price-related cancellations were 28% of all attempts but made up 36% of successful saves.

Why it worked:

• Offering a tangible benefit without eroding long-term revenue.
• Activated unused loyalty points for immediate value.
• Provided an alternative to outright cancellation.

2. Product excess: using loyalty to keep subscribers engaged

For customers with surplus products (“I haven’t finished last month’s box”), Redeem Points gave value without adding inventory. Instead of pausing with no further engagement, they could redeem points for:

• Future purchase discounts.
• Product swaps.
• Other loyalty rewards.

When paired with Skip or Pause, the treatment kept customers engaged - and more likely to reactivate later.

Impact:

• Save rate: 11.08% (45 saves from 406 attempts).
• Product excess was the number one cancellation reason, but save rates rose 67% when Redeem Points was offered.

If every save is worth more revenue, why wait? Influence’s loyalty targeting can be live on your site in weeks - start turning cancellations into conversions now.

3. Combining loyalty with other save options for stronger results

Redeem Points was even more effective when paired with other treatments, creating contextual save flows:

Weekly peaks were dramatic - in Week 12, save effectiveness hit 83.33% when treatment logic was fully optimised.

How was the new cancellation flow implemented?

Launched in Week 8, Redeem Points quickly became a core part of HER ONE’s save strategy.

Key steps:

1. Integration: Embedded as a treatment in Loop’s cancellation flow.
2. Targeting: Shown only for relevant cancellation reasons.
3. Optimisation: Treatment rules refined weekly based on performance.
   

Influence’s role:

• One-click redemption.
• Real-time balance syncing.
• Precise eligibility rules.
• Attribution and reporting for every save.

What results did HER ONE achieve with loyalty redemption?

Overall performance:

• Feb: 48.72% of all saves from Redeem Points.
• March: 50% of all saves from Redeem Points.
• Save rate doubled from ~5% to ~12%.

By reason:

• Price sensitivity: 12.47%.
• Product excess: 11.08%.
• Different product desire: 18.37% (highest).

Why was this strategy so effective?

1. Precise Targeting - Offers were shown based on specific cancellation reasons, focusing on the top two drivers of churn.
2. Flexible Redemption Value - Customers got something relevant (discounts, swaps, free delivery) without shipping more products.
3. Amplified Through Combinations - Redeem Points boosted the performance of other treatments like Skip, Swap, and Cancel Offers.

What can other brands learn from HER ONE’s approach?

By embedding loyalty redemption directly into the subscription cancellation process, HER ONE turned Influence from a passive rewards program into an active retention engine. This strategy addressed the two biggest drivers of churn, delivered measurable, repeatable improvements in save rates, and preserved customer relationships without relying solely on discounts. 

The takeaway: Loyalty isn’t just for engagement - when integrated into the right moment, it’s one of the most powerful tools for keeping customers.

Don’t let another cancellation become lost revenue. Book your Influence demo today and start turning your loyalty data into a retention machine.