Who are Create?
Create, founded by Dan and Sienna McCormick in 2022, is pioneering the creatine supplement space. Based in New York City, the company’s mission is to reshape perceptions of creatine and make its benefits more accessible. By leveraging educational content and transparent branding, Create has positioned itself as a leader in the creatine supplement industry, offering NSF-certified and third-party-tested products <- backed by a highly loyal customer base.
Create's DTC subscription offering is powered by our friends at Recharge and allows customers to receive a monthly supply of creatine gummies.
Unreachable Canceled Subscribers
Like with all subscriptions, many customers cancel at some point because they “need a break,” “have too much stock,” or are “traveling.” One of the most valuable things any subscription brand can do is get those customers to restart their subscriptions again.
Unfortunately, brands like Create are limited in the channels available to communicate with their customers. Digital channels can be saturated, and momentum is lost. With average email open rates at 40%, Create, like many brands, can struggle to get their messaging in front of once-loyal subscribers.
Paper Run x Recharge
Using Paper Run’s integration with Recharge, Create launched direct mail as an additional touchpoint for their subscription cancellation flows. Customers who aren't opening emails automatically received a personalised, beautifully-branded postcard. The opportunity was clear: remind previous subscribers why they loved Create in an authentic, personal way that is guaranteed to be seen.
The Create team are focused on incrementality. They wanted to know that it was truly the direct mail driving the outcome, so they used Paper Run’s Holdout testing tool to design a test that measures the precise impact of direct mail flows.
🧪 Test group: Received a postcard
❌ Control group: Did not receive a postcard
Customer Reach-arged
The results are phenomenal. On integrating Paper Run directly into their Recharge subscription flows, Create is now winning back 2x as many subscription customers. The most valuable customers Create can convert, being won back at scale with a direct mail touchpoint. Fully automated, utilising custom ReCharge events, and requiring zero ongoing maintenance from the Create team.
Director, Growth Marketing, Create
More CASE STUDIES
Read more about how the world's best DTC brands are converting customers who don't open their emails.
