Case Study: Teleflora achieves up to 25% revenue-per-user lift with Custora's churn-prevention program

Teleflora gained 25% revenue per user lift with churn prevention

Teleflora, a Los Angeles–based floral delivery company working with 13,000+ florists, faced a commoditized market where gift buyers often didn’t remember which service they used. To boost top-of-mind awareness and repeat purchases, the team needed a way to re-engage customers who were slipping out of their normal buying patterns.

Using Custora’s predictive churn stages, Teleflora built a churn-prevention program that sent segmented, stage-specific emails with escalating offers and tested dollar-off vs. percent-off promotions (finding preferences varied by stage and season). Launched over Holiday 2016, the program drove immediate lifts: +17% RPU in “cooling down,” +3% in “at-risk,” +21% in “highly at-risk,” and +25% in “lost” customers, with ongoing monthly, quarterly, and annual optimization planned.

Teleflora

Tommy Lamb

Director of Loyalty & Retention