Starting Point: Lumin's growing subscription business sought to optimize performance beyond their custom solution
Scale: 7-figure quarterly subscription revenue
Solution: Strategic migration to Loop's subscription platform
Results: 17% revenue increase through enhanced payment recovery, retention programs, and customer engagement
The Starting Point
As Lumin Skincare's subscription business scaled to 7-figure quarterly revenue, the team saw opportunities to optimize beyond their custom subscription solution. Looking to enhance customer retention and payment success rates, they explored specialized platforms designed for premium subscription operations.
The Opportunity for Optimization
Lumin's successful trial-first approach identified several areas for enhancement:
Payment success rates that could be improved with specialized tools
Opportunities for deeper analytics and customer insights
Potential for more sophisticated retention strategies
The Solution
Enhanced Payment Recovery: 12.6% Revenue Boost
Working with Loop's Customer Success team, Lumin implemented a data-driven recovery strategy that transformed their payment process. This single optimization contributed over 12% to their quarterly subscription revenue.
Every payment now benefits from an intelligent recovery sequence:
Smart Retry Logic: Analytics revealed optimal timing windows, leading to a systematic approach where each retry attempt is positioned for maximum success probability
Frictionless Card Updates: Quick action links in communication enable one-click card updates, improving the customer experience. This simplified process has proven particularly effective for mobile users
Strategic Incentive Deployment: Preserving margins by maintaining full price through the first four retry attempts, with a 15% incentive offered only as a final retention tool.
Advanced Retention Strategies: 3% More Revenue
Lumin's approach to retention moved beyond standard offers to create genuine value-driven opportunities, securing 3% more revenue:
Data-Driven Personalization: Using Loop's analytics, Lumin identified distinct customer patterns and created targeted engagement for each
Value-First Approach: Instead of immediate discounts, the focus shifted to highlighting subscription benefits and offering flexibility options
Long-Term Success Tracking: Beyond immediate metrics, Lumin now tracks the ongoing revenue from retained subscribers, revealing significant additional value
Customer Portal Enhancement: 1.4% Revenue Added
The customer portal transformation focused on creating natural engagement opportunities within the subscriber experience, adding an additional 1.4% to quarterly revenue with zero marketing spend:
Strategic Benefit Display: The portal now prominently features subscription perks and savings, reinforcing the value of membership
Integrated Rewards: By incorporating their rewards program directly into the portal, Lumin created additional touchpoints for engagement
Targeted Recommendations: Product suggestions are now contextualized based on subscription history, leading to higher conversion rates
Zero CAC Revenue: These portal optimizations generated new revenue without requiring additional marketing spend
The Impact
The strategic platform migration delivered immediate and substantial results, adding 17% to Lumin's quarterly subscription revenue:
Payment Optimization: 12.6% revenue boost through enhanced payment recovery in just 3 months
Retention Enhancement: 3% additional revenue through advanced retention strategies
Engagement Improvement: 1.4% revenue growth through portal optimizations with zero customer acquisition cost
Total Impact: 17% increase in subscription revenue over a 3-month period
Looking Ahead
Lumin continues to build on this foundation with:
New winback campaigns
Enhanced gift communication through Klaviyo
Expanded engagement strategies based on portal success
.png)
.png)
.svg)
.svg)
.jpg)
