Til you Collapse was founded in 2013. It is a family-owned brand that specializes in high-quality workout leggings, tops, and shorts. To compete in the saturated retail market, Til You Collapse has increased its focus on providing the best products and value for every customer to help them fulfill their mission to support and empower people and create a fun environment.
Challenge
The main takeaways
Til You Collapse desired a platform that would enhance their customers’ experience. It would allow them to manage their subscriptions and reduce churn.
The brand wanted to create deep personalization strategies that would appeal to both new and loyal customers.
Their top priorities were to increase customer retention, revenue and lifetime value in a saturated market.
Til You Collapse spent much time developing the best product possible, similar to other well-known brands. However, they had to increase awareness to stand out in a saturated market. They used reviews to build brand consistency and increase awareness. Then they implemented SMS to provide a customized experience.
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Anthony Ridley, Marketing Manager at Til You Collapse wanted to work with his team on customer retention, increasing customer returns rate and building customer loyalty while increasing profitability.
Ridley’s team had to engage new customers, drive brand loyalty and encourage repeat purchases in a tough market. All while keeping the family-owned feel they have always had.
Til you Collapse’s last provider had limited options and required a minimum 3-month subscription. This actually caused dissatisfaction and increased churn after three months. It was not a pleasant customer experience, leading to a lot of cancellation requests and support tickets.
”Our number one focus is retention. Just being able to keep the people that we do have is really important because if we just continue to churn through people, it’s going to become increasingly more expensive…[our customers] were really frustrated with mandatory commitments with our old platform and there wasn’t much we could do about it.”
Anthony Ridley Marketing Manager
Solution
The main takeaways
Flexibility equals retention Migration from another subscription provider was easy and painless. Customers had full control of their subscriptions and required less support after the process was completed.
Integrated campaigns drove immediate results. To ensure that each interaction was personal, the brand developed SMS messaging.
Yotpo’s synergies used user-generated content (including customer photos) as social proof to show customers the value of their products.
“It was daunting to think about migrating to another provider, but the Yotpo team took it on board. Ridley says that the Til You Collapse team was completely onboarded.
Bold was acquired by the brand, enabling them to launch two subscription club offerings. They now have more options for customers and can leverage unified checkout. They also reduce customer support tickets using passwordless login. This has helped to improve their website speed.
The club was a hit with customers because of its flexibility.
“I cannot thank Yotpo enough. My biggest concern was the transition to a new platform. But the fact that Yotpo took it head-on, and were so responsive, saved my team so much pain. It was the best platform switch experience I have ever had. It was seamless.”
Anthony Ridley, Marketing Manager
Results
The main takeaways
Til You Collapse’s subscriber count has increased by 27% in just one quarter.
They were able to sign up 65 new subscribers by using SMS and Subscriptions together. This increased their subscriber count by 20%.
With SMS and subscriptions, the team now drives over 2x ROI.
After moving to a subscription platform that aligns with their goals Til You Collapse can now focus on growing their subscribers rather than managing their subscriptions.
Ridley’s team has reduced the amount of time and resources required to support subscriptions by integrating Yotpo with Shopify.
Once they have addressed their main pain points, the team can now focus on motivating new subscribers through Yotpo SMS. Til You Collapse can grow their subscriber base using Yotpo SMS and Yotpo Subscriptions in a way Bold couldn’t.
source https://www.yotpo.com/case-studies/til-you-collapse-case-study-subscriptions/