Uncover how HER ONE tackled price sensitivity and product excess by combining loyalty with personalised save treatments.
HER ONE, a wellness brand known for its clean, science-backed supplements, had cultivated a loyal subscriber base and a strong community focus. Its subscription model was designed to make healthy habits easy and consistent - but despite high brand affinity and a well-established loyalty program through Influence, retention was slipping.
Over 1,300 cancellation attempts were logged in a short period. Standard options like Skip, Pause, or Cancel Offers weren’t addressing the underlying issues that were driving customers to cancel.
Cancellation reason analysis pointed to two dominant causes:
Together, these two reasons made up nearly 60% of all churn.
HER ONE’s loyalty program was successful at rewarding purchases, reviews, and referrals - but it was passive. Customers were earning points, but not using them at the moments that mattered most: when they were about to leave.
This created a clear opportunity - to activate loyalty points as a real-time save mechanism, giving customers an immediate, personalised reason to stay.
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.
To address rising cancellations, HER ONE introduced a new treatment - Redeem Loyalty Points - directly within Loop’s cancellation flow.
This new option gave customers a personalised incentive to stay without shipping extra product or relying purely on discounts.
Loop provided the flexible front-end experience, seamlessly displaying the new option alongside Skip, Pause, and Cancel Offers. Behind the scenes, Influence powered the intelligence that made it all work - from live point calculation to redemption logic and targeting rules.
Here’s how the system worked:
In short: Loop delivered the experience. Influence delivered the logic.
This integration transformed HER ONE’s loyalty program from a passive engagement tool into an active retention driver - one that responded to customer behaviour in the moment and offered tangible value based on the reason for cancellation.
Many HER ONE customers cited cost-related reasons when attempting to cancel - “Too expensive,” “Can’t afford it,” or “Subscribed only for discount.”
For this price-sensitive segment, Redeem Points acted as a margin-friendly discount alternative.
How it worked:
Results:
For customers cancelling due to product build-up - “I haven’t finished last month’s box” - Redeem Points offered value without adding to inventory.
Instead of pausing with no further engagement, customers could redeem their points for future discounts, product swaps, or loyalty rewards.
This approach:
When paired with Skip or Pause, Redeem Points became even more effective - offering flexibility now while keeping reactivation likely later.
Results:
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.
Redeem Points didn’t just perform well alone - it amplified every other treatment when used in combination.
The team developed targeted pairings based on specific cancellation reasons:
Weekly peak: In Week 12, save effectiveness hit 83.33% when treatment logic was fully optimised.
This proved that contextual combinations, not single interventions, delivered the strongest retention impact.
Launched in Week 8 of implementation, Redeem Points quickly became a core part of HER ONE’s save strategy.
Implementation steps:
Influence’s role:
The “Redeem Loyalty Points” treatment quickly became the dominant save mechanism within HER ONE’s retention strategy.
Overall performance:
Adoption over time:
Effectiveness by reason:
HER ONE used cancellation data to tailor redemption logic - tackling the two biggest churn drivers head-on.
Customers received relevant, non-inventory-based value (discounts, swaps, free delivery), preserving margins while enhancing perceived benefit.
When paired with other tools like Skip or Cancel Offers, Redeem Points significantly lifted HER ONE’s overall retention rates.
Loyalty became more than a customer perk - it evolved into a core retention asset, embedded directly into the cancellation experience.
HER ONE’s journey shows how loyalty and retention can work hand-in-hand when powered by the right technology.
By embedding loyalty redemption within the cancellation process, they turned Influence from a passive rewards platform into an active retention engine - one that gave every at-risk subscriber a reason to stay.
This strategy tackled key churn drivers, improved save rates, and preserved long-term customer relationships - all without leaning on deep discounts.
The takeaway: Loyalty isn’t just for engagement. When triggered in the right moment, it’s one of the most powerful levers to retain subscribers and protect revenue.
Don’t let another cancellation become lost revenue. Book your Influence demo today and start turning your loyalty data into a retention machine.
‍By adding a “Redeem Loyalty Points” option in the Loop cancellation flow, giving customers an immediate reason to stay instead of cancelling.
‍High cancellations due to price sensitivity and product excess - together causing nearly 60% of churn.
Save rates doubled to around 12%, with significant improvements for both price and product-related cancellations.
‍Connect loyalty tools like Influence with subscription platforms like Loop to trigger real time rewards and automatically save at risk customers. Influence and Loop work together to power growth by giving merchants a flexible earn and redeem experience, turning loyal customers into advocates through seamless referrals, and supporting customizable loyalty tiers that reward your most dedicated shoppers with VIP level benefits.