Overhauling Factor 75's Customer Onboarding Program

Factor 75 prepares and delivers organic, heat-and-eat meals that optimize mental and physical performance.

It’s not just food. It’s performance nutrition.

To boost Factor 75’s customer retention rates, I created a new customer onboarding program, including a script for a live new member welcome phone call, a 30-day email flow, a new member guide and “meal stories” – descriptions of each meal, with an emphasis on nutrition benefits – that are printed on Factor 75 meal boxes.

The new onboarding program that I developed had an immediate positive impact on Factor 75’s customer retention rates.

Factor 75’s investment in its new customer onboarding program turned net positive in less than two months from implementation.