When migrating platforms or building a new site, it’s easy to get caught up in all the new features you can offer your customers – but, don’t forget about those existing loyal customers! Studies show that adding friction to existing loyal customers can damage that relationship and lead to churn. In the example of your existing customers, you should aim to make this transition as easy as possible for them by
The Risk of Losing Subscribers During Migration
Migrating your subscription payment data isn’t just a technical process, and without proper care, businesses risk losing subscribers due to failed transactions, service interruptions, or the need for customers to re-enter payment information manually. Each of these points creates friction, and friction leads to churn.
A frictionless payment migration ensures that:
- Customers don’t have to re-enter their payment details: This reduces the chances of failed payments and unnecessary cancellations.
- Billing and shipping cycles persist without interruptions: Continuity is key to maintaining trust and satisfaction.
- Payment methods are consolidated into a single gateway: This simplifies reconciliation, improves reporting, and makes operations more efficient, when compared to alternative options such as running two processors.
Preventing Churn Through Seamless Transitions
A successful migration ensures your store remains fully operational during the transition. For example, directing all new subscribers to a unified platform while safely transferring existing data ensures consistency. By eliminating the risk of lost data or interrupted billing cycles, you build customer confidence and loyalty.
The Long-Term Impact on Retention
Migration isn’t just a one-time operational concern; it’s a long-term investment in customer retention. Research show that when a customer is required to re-enter their payment details, or is notified of a decline, ~27% of consumers choose to cancel their subscription or switch to a competitor.
Streamlining your subscription management reduces customer frustration and positions your business for scalable growth. Studies have also shown that a frictionless checkout experience can increase conversion rates by up to 35%, emphasizing how critical it is to eliminate pain points during key processes like data migration. With fewer cancellations during such transitions, you can focus on delivering value rather than scrambling to replace lost subscribers.
In a competitive subscription landscape, every detail matters. A frictionless payment data migration is more than a backend necessity—it’s a proactive step in safeguarding your customer relationships and reducing churn. Shopify works closely with the best subscription app partners in the ecosystem to ensure you have a seamless experience in your migration or re-platform.