How Grinds’ Fresh Subscriber Experience Boosted Monthly Subscription Revenue by 173% and Increased Three-Month Retention by 22%

As of 2021, 5.2 million American adults regularly used smokeless tobacco despite the health risks. Enter Grinds: a caffeinated solution to chewing tobacco. These unique coffee pouches provide an alternative to the physical “chewing” habit, fueling your energy with no tobacco or nicotine.

Strategy

Grinds leveraged Stay’s no-code tools to create a highly engaging subscriber experience, gamifying the subscription process and delivering a better customer journey to boost revenue and retention. Here’s how they made it happen:

Implementing Flexible Bundles Gives Subscribers Control, While Cutting Back on CX Headaches: Stay Ai’s fully customizable bundle builder makes it easy for subscribers to choose specific flavors and quantities, so they can create exactly the product bundle they want each month.

Putting customers in the driver’s seat delivers more value, not just for the opportunity to try new products — it also protects brands’ current AOV and recurring revenue. Plus, every time a customer visits the bundle builder page, they’ll see the subscription’s value propositions to reinforce brand messaging.

Treating Customers to Surprise & Delight Moments Effortlessly Boosts Retention: Curious about the value of surprise and delight? Grinds is now able to quantify the retention impact of a free gift-with-purchase offer on subscribers’ second orders. After implementing the free gift, the brand’s third-order retention rate increased 22%.

Updated Rich, Personalized Subscriber Communications Drive Engagement and Loyalty: Grinds uses the power of Stay Ai and Klaviyo working together to deliver personalized notifications across the subscriber journey. With the most comprehensive lineup of triggers at their fingertips, it’s easier for the brand to engage with and educate subscribers at strategically important moments.

1. Onboarding flow: One of the first changes the brand made was to implement a two-email subscription onboarding flow to cut down on the churn that happens after the first order.

2. Order notifications: Each month after that, order notification emails go out to encourage subscribers to customize each order.

The integration between Klaviyo and Stay Ai makes sending these (fully branded, without a line of code) emails a breeze — and it’s even simpler for subscribers. With the quick actions URL builder, they can go straight into the customer portal to easily add or swap flavors anytime they want.

Results

Ultimately, switching to Stay AI has helped Grinds optimize the end-to-end subscriber experience, increasing overall subscription revenue by 48% in six months after migrating from Recharge, and boosting three-month retention rates by 22%.