Cancel-Intercept Wireframe for Curls Monthly (churn reduction)
Oge Alamata
Cancel-Intercept flow : Curls Monthly
Why the CurlsMonthly Cancel-Intercept Flow Works
This cancel-intercept flow works because it does three things exceptionally well:
1. It makes the customer feel understood, not pressured
The tone is warm, friendly, and “curl-coach” supportive — not salesy. This lowers frustration and keeps trust high at a moment when most brands sound defensive.
2. It gives the right solution for the right cancellation reason
It doesn't offer the same generic discount to everyone. Instead it diagnose the real reason and respond with a matching solution:
Too expensive → temporary discount
Too many products → pause or reduce frequency
Doesn’t know how to use products → 1:1 curl coach session
Didn’t love products → “Reset Box”
Didn’t see results → Results refresh + technique check
Shipping issues → Shipping guarantee + replacement
This personalization is what stops churn — it solves the actual problem.
3. It keeps the brand’s personality intact.
Everything sounds like a friend helping you with your hair, not a company trying to keep revenue. That emotional connection is the real retention engine.
It works because it’s empathetic, personalized, and solution-first — not pushy
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Posted Oct 21, 2025
Designed a cancel-intercept wireframe for Curls Monthly to enhance retention with brand authenticity.
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