Pore Favor was born when Oliver Dickinson was searching for a solution to his long-term skin problems. Unable to find anything on the market that tackled the root cause or guaranteed results, he decided to create his own. A self-confessed blemish veteran, Dickinson and his team offer science-based skincare 'without the bs'.
Pore Favor launched in 2020 and despite already clocking up an impressive 35,000 clear-skinned customers, the brand struggled to hold onto its active subscription base and approached Relo to help.
A large percent of Pore Favor's revenue has been built on recurring subscription customers. However, before working with Relo, Pore Favor found that large volumes of subscribers would churn after a few purchases. Although the skincare line Pore Favor offers is ideal for replenishing, the flexibility subscribers demanded and ease of editing was setting the brand back. Pore Favour found that...
Pore Favor's original subscription management solution defaulted to the usual login portal that is standard practice for most DTC brands.
This subscription experience is fairly rigid and relies on the customer creating and remembering log-in details every single time they want to access their account. As more solutions become log-in free, subscribers are becoming increasingly frustrated by this poor experience. For Pore Favor, this led to:
Something needed to change. Commenting on the problem, Dickinson says,
We knew that Pore Favor wanted to improve the subscription experience for customers and increase retention, so we recommended our Subscription Manager to achieve this.
Relo's Subscription Manager syncs with Recharge to:
The way this works in practice is:
- Skip a upcoming order
- Add a one-time product to their subscription
- Delay their order by a specific timeframe
- Swap a product out for another on subscription
Log-in is authenticated by the customers email or SMS credentials so they never need to log-in again.
By integrating Relo’s Subscription Manager - specifically its Magic Cart feature - with Recharge's upcoming order notifications, customers have complete flexibility of their subscription.
Commenting on Relo's Magic Cart feature, Dickinson says,
Since introducing Subscription Manager 3 months ago, Pore Favor has achieved a 21% decrease in subscription churn and experienced 12 x return on investment.
With these changes, Pore Favor has been able to dramatically increase subscription retention and offering a totally flexible customer experience.