OSEA Malibu Seamlessly Transitioned to Loop

About OSEA Malibu

Founded by the mother-daughter duo, Jenefer and Melissa Palmer, in the heart of California in 1997, OSEA Malibu has been championing clean beauty long before it was trending. They are dedicated to creating clean, seaweed-infused skincare that honors the natural world while making skin look and feel its absolute best.

OSEA, which stands for Ocean, Sun, Earth, and Atmosphere, has cultivated a substantial following with over a million social media followers across all platforms. This family-run company continues to lead the way in clean, effective skincare.

Challenges with the Previous Solution 

Before selecting Loop, it's important to understand the context of OSEA Malibu's previous experience with subscription management. The brand encountered several challenges with its former app, Recharge Payments.

• High Churn Rate (10%): A significant churn rate indicated a need for better subscriber engagement. OSEA Malibu wanted to understand the cancellation reasons and run targeted interventions. 
• Limited Analytics Capabilities: The absence of analytics tools hampered the ability to make data-driven decisions, limiting insights into subscriber behavior and performance metrics.
• Lack of Gift Subscriptions Capabilities: The absence of gift subscriptions hindered the app's ability to capitalize on a growing customer preference in the beauty industry. This meant missed revenue opportunities.
• Confusing Customer Portal: The old customer portal was confusing and difficult to use, leading to an influx of support tickets and increasing the workload on OSEA Malibu’s customer service team. 

Why OSEA Malibu Chose Loop Subscriptions 

The OSEA Malibu team, including Rachel Mack, Erin Wilder, Cora Cowan, and Allison Bennett, generously shared their decision-making process for choosing Loop. Here’s their insight into why they made the switch.

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In a nutshell, several factors influenced OSEA Malibu’s decision to migrate to Loop Subscriptions, including:

• All-in-one subscriber lifecycle management: Loop offered all functionalities OSEA Malibu needed, including advanced analytics, smart upselling, bundles, and a user-friendly customer portal.
• Glowing merchant reviews: Strong recommendations from other DTC merchants boosted confidence in Loop's performance.
• Seamless integration: Whether running SMS campaigns with Postscript or other integrations, Loop’s compatibility with their existing tech stack made the post-migration process smooth. 
• Robust flow capabilities: OSEA Malibu wanted to offer value-added perks, not simply discounts. Loop flows came in handy here. 
• Hands-on support team: A deciding factor for OSEA Malibu was the 1:1 Slack channel setup with Loop's merchant experience team. 

Choosing a subscription app is just one piece of the puzzle. Migrating a subscription program is a whole different challenge. For the migration, we took full responsibility for ensuring a smooth transition.

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Most Loved Use Cases 

Let’s dive into the top use cases for OSEA Malibu.

1. Personalized Upsell Recommendations

OSEA Malibu has utilized Loop's personalized upsell feature to enhance upsell conversions, resulting in an additional ~$36k revenue in the past 3 months with no marketing spend.

2. Gamified Rewards Display

Additionally, OSEA Malibu has implemented a gamified banner to showcase upcoming rewards, keeping their subscribers hooked and LTV boosted.

3. Turning casual shoppers into loyal subscribers 

Instead of opting for a standard subscription widget, OSEA Malibu has been acquiring new subscribers through a cart drawer.  

4. Customer Portal 

OSEA Malibu made customizations to its subscriber portal, enhancing the overall user experience. With the introduction of a magic link, accessing the customer portal became effortless, allowing subscribers to self-serve their subscription management. Additionally, the portal worked seamlessly with Postscript and Klaviyo, their preferred solutions for SMS management.

Parting Thoughts from OSEA Malibu 

In the coming months, OSEA Malibu will focus on subscriber acquisition and revenue retention through promotional checkout links. 

All things considered, here’s the final word from the team at OSEA Malibu.