Case Study: Purity Coffee doubles loyalty redemptions with Skio

Purity Coffee doubles loyalty redemptions by 98% with Skio

Purity Coffee, a health-focused coffee company built on a subscription model, faced a challenge with its loyalty program. The program, run on the Smile platform, created significant friction for its subscribers, who made up the vast majority of its orders. Customers found it difficult to locate their points and could not easily apply them to subscription orders, leading to low redemption rates and a high volume of related support tickets for Customer Experience Manager Megan Bolin.

The company implemented Skio to build loyalty directly into its subscription platform. This move placed points within the portal where subscribers already managed their orders, removing the need for separate logins or reward codes. The solution from Skio led to an immediate 98% increase in redemption orders. It also drastically reduced support tickets related to loyalty access issues and revealed a 49 percentage point retention gap between subscribers who use their loyalty credits and those who do not.

Purity Coffee