How Skio Helped Batch 4X Subscriptions in 6 Months

CHALLENGE

BATCH, a premium CBD wellness brand, migrated off of Recharge in July 2023. Their main issues were bulk discounts being difficult to apply, customers having multiple subscriptions leading to an increase of CX tickets, and how time consuming it was to implement things like free gifts. BATCH wanted to optimize their subscription program to reduce cancellations, improve retention rates, and maximize customer lifetime value while scaling their subscriber base efficiently. 

SOLUTION

The cornerstone of BATCH's subscription success lies in their sophisticated gifting program leveraging Skio’s Surprise and Delight feature designed to reward customer longevity while driving retention. Customers placing their second through fifth orders receive a 30% off subscription discount and a free gift on every order accompanied by captivating educational content and preview communications of higher-tier benefits. As customers advance to their seventh order, they unlock an enhanced 35% discount complemented by more free gifts.

At the heart of Skio is empowering merchants to give subscribers control over their subscription journey. With our powerful customer portal, they have options like “skip next order” which encourages an alternative to outright cancellation. Rather than forcing customers to choose between maintaining or canceling their subscription during times when they still had too much product, the skip feature provides a middle ground that keeps customers loyal while accommodating their changing needs.

Another feature that BATCH implemented was the multi-step cancellation flow that personalizes save offers tailored to specific cancellation reasons. It has proved to be extremely effective saving them $30K of potential cancelled revenue every single month. 

BATCH’s growth with Skio is impressive. We're talking a jaw-dropping 30% month-over-month increase that has their team (and their competitors) doing double-takes. The secret sauce? Giving subscribers the VIP treatment with total control over their experience, while keeping them engaged with smart retention strategies (surprise and delight) that make them want to stick around. Together BATCH and Skio have cracked the code on making customers feel both empowered and valued.