An upsell that works no matter how the customer logged in
Inside the Liquid+ subscription portal, we wanted banners that actually knew the customer: someone on the smaller pack sees an offer to size up, someone on one flavour sees a nudge to try the other. Not a blanket banner shown to everyone, but the right next step for each person’s real subscription.
What we did
The first version worked. It read the customer’s subscription, decided which banner to show, and let them act on it in a click. But it only worked for customers who had logged in through the store’s own accounts. Subscribers who signed in through the subscription app’s separate email-and-code login, and plenty do, saw nothing at all. Half the audience for the feature was quietly missing it.
So we rebuilt the part that fetches the data on the subscription platform’s own customer-scoped interface, the one that is present no matter how a customer got into their account. Same banners, same logic, but now driven by something that exists under every login path rather than just one.
The result
Every subscriber sees the right offer for their actual plan, however they signed in. The old version was not wrong, it was just built on a foundation that only some customers stood on. The rebuild put it on ground everyone shares.
What to take from it
When a personalised feature “works” but the numbers using it look low, check whether it works for every way a customer can log in. Stores that run subscriptions often have two account systems side by side, the store’s and the app’s, and a feature built for one is invisible to the other. The customer never reports it. They just do not see the thing you built.
