Keeping subscribers who were quietly leaving
Sector Subscription e-commerce brand.
The situation
Growth was fine at the top of the funnel, but subscribers churned quietly a few months in. The experience was the same for everyone, so nothing kept a wavering customer engaged.
What CAPIO did
We built a personalisation pilot that recommends the right products and content to each subscriber based on their own behaviour, and flags accounts showing the early signs of churn so the team can act before they cancel. A recommendation layer over their order and browsing data, feeding both the storefront and lifecycle messaging.
The outcome
- Monthly churn down by a couple of points, which compounds hard on lifetime value *representative*
- Higher repeat purchase and larger average orders from better recommendations *representative*
- Retention spend aimed at the accounts actually at risk *representative*
A few points of churn does not sound like much until you do the maths on a year.
- Turning AI activity into a governed programme
- Compliance and competence as the growth engine
- Seeing the whole field, not five percent of it
- An expert made available at scale
- The support desk that answers itself
- An expert on tap for a small firm
- Fluency across a whole small company
- Catching fraud before it lands
- Contracts read in seconds
- More jobs per van, fewer miles
- Cutting the energy bill on what you already run
- A small dev team that ships like a bigger one
- Lifting the whole field, not just the top performers
- Buying at the right moment, not out of habit
Case studies are anonymised. Representative outcomes are benchmarked to independent research and illustrate typical results rather than a specific client figure.