Sustaining long-term retention
Magic Spoon runs a high-volume subscription program with a clear, ongoing goal: retain subscribers longer. The team focuses on making subscription a VIP experience with easier flavor changes, insider access to seasonal drops, and relevant add-ons that keep the experience fresh month after month.
How Magic Spoon makes subscriptions stick with Stay AI
“Stay AI has become almost an extension of our team. Their insights plus the tools in the customer portal and merchant portal keep subscribers excited month after month, whether they are swapping flavors or jumping on a seasonal add-on offer.”
– Rosie LoVoi, Retention Marketing Associate, Magic Spoon
Keeping customers engaged with every order with easy swaps in their bundles
Magic Spoon’s flexible bundles that cross categories between cereal, cereal treats, and granola make up a considerable portion of subscribed-to products. The PDP promises subscriber-only benefits and an easy mix-and-match bundle experience, which is then carried through the customer portal.
When subscribers clearly know how to change what is in their bundles, they’re so much more likely to swap flavors and products instead of just skipping altogether. Within Magic Spoon’s Stay-powered Customer Portal, clear paths to change flavors and adjust the lineup make it simple for subscribers to mix things up and swap to flavors they’re excited to try.
When customer surveys and CX tickets corroborated some subscriber confusion on how to swap flavors within a custom bundle, the Magic Spoon team partnered with Stay AI to take action. At the recommendation of their Stay CSM, the Magic Spoon team made some minor but directly impactful edits to the copy within the customer portal to make custom bundle editing even clearer than before.
Those small changes lowered confusion and turned “same thing again” fatigue into quick, confident updates. It’s a strategy powered by fixes like this that help Magic Spoon retain 41% of subscribers beyond order #3.
Making seasonal add-ons one-click
Seasonal launches bring new energy to Magic Spoons subscription program. Even small twists on familiar favorites are enough to keep customers excited! Regularly highlighting seasonal, limited-time offers builds a steady sense of “what’s next” without overwhelming the inbox.
At Magic Spoon, new flavors typically go live as ad hoc 4-packs first. For subscribers who do not purchase ad hoc, a follow-up email offers a 2-pack add-on to their next order as a low-commitment trial of the new flavor. Powered by Stay’s Quick Actions in the URL Builder and then leveraged in Klaviyo, those emails deep-link to the exact “add 2-pack” action, turning curiosity into boosted AOV in one click.
According to the Magic Spoon team, about 20% of subscribers who click on the quick action end up adding the offered 2-pack, boosting AOV with every new flavor launch.
Leveraging tools in the Customer Portal to build hype for seasonal launches
Along with their one-click add-on emails, Magic Spoon knows that add-ons work best when they are relevant, visible, and simple.
In the Stay Customer Portal, banner ads and the product carousel surface limited flavors and complementary products relevant to subscribers’ custom bundles. That context turns attention into incremental AOV, and performance is measured in the Stay AI Analytics to know who is clicking the banner ad and who is adding these products!
What Brands Can Learn from Magic Spoon
Magic Spoon has mastered the playbook for long-term customer retention, powered by Stay AI. Here is the playbook ambitious DTC teams can learn from:
- Lead with the promise, then deliver it in the portal. Use initial impressions, like the buy box and custom bundles, to promise a VIP subscriber experience, then mirror those promises in the Stay AI Customer Portal, where customers can swap with ease.
- Make novelty a habit with connected customer comms. Announce new or seasonal flavors in email campaigns (alongside the banner ads in the customer portal) using Stay AI’s quick actions, so adding the offered 2-pack turns interest into an updated next order.
- Show customers the add-ons they want. Use Stay AI customer portal banners and product carousel to surface relevant add-ons, like those limited-time seasonal offers right where subscribers can access them, so it feels personalized and AOV gets a major boost.
