Case Study: Birchbox achieves personalized mobile experiences and higher retention with Upland Localytics

How Birchbox Uses Their Mobile App to Create a Personalized Customer Experience

Birchbox, a pioneer in the beauty subscription-box space, built its business around highly personalized customer experiences driven by subscriber profiles, reviews and purchase behavior. As mobile became the primary touchpoint, the company faced the dual challenge of collecting rich user data and delivering timely, relevant experiences on devices where users are often distracted — plus measuring cross-device conversions and improving early app retention.

Birchbox addressed this by making the mobile app central to the customer journey: users can track and customize boxes, shop with quick checkout, and consume a personalized Discover Feed, while a triggered onboarding push-series and targeted notifications drive engagement. Using Localytics for event tracking and dashboards, Birchbox boosted one-month retention above industry benchmarks, increased repeat app visits and engagement, and gained clearer insight into KPIs to refine personalization and product roadmap decisions.

Birchbox

Avantika Agrawal

Product Manager