The challenge
Ursa Major is a natural skincare brand based in Vermont. Its founders moved there from New York to make forest-infused skincare, and the brand is a certified B Corp. Many of its customers buy on subscription, so keeping subscribers matters as much as winning new ones.
The team wanted to improve retention and grow the value of each customer over time. That meant moving its subscriptions to Recharge and making far better use of the data it held about its subscribers.
Solution
Using subscription data to keep more customers
We supported Ursa Major's move to Recharge, which gave the team much better data about its subscribers.
We then combined browsing, subscription, cancellation and order data to look at the whole customer journey: the purchase funnel, how groups of subscribers behaved over time, customer sentiment and the reasons people gave for cancelling.
From that analysis we drew up recommendations for the Ursa Major team, ranked so the low-cost, high-return ideas came first. We also set up cancellation flows in Recharge, giving subscribers other options before they cancel.
The move to Recharge went smoothly, and with the new cancellation flows in place Ursa Major grew its active subscribers.
32% Increase in subscribers over 6 months
