Upsell Strategy Built on Smart Framing and Loyalty Wins.

In our client’s industry, price increases make many customers strongly question their loyalty, especially when cheaper competitors offer short-term discounts. With a price increase becoming inevitable, we wanted to help customers make confident, informed decisions to stay with us.

Insight: Perceived value over price focus

A customer’s decision to stay or leave was not about price. It was about how they perceived value. Behavioural biases like hyperbolic discounting led them to:

• Overvalue immediate savings over long-term benefits
• Ignore hidden risks of switching
• React emotionally to price hikes instead of weighing options

The Solution: A redesigned renewal journey

We transformed the renewal journey to shift focus from price to value and trust:

• Social proof: showing that most customers renew boosted confidence
• Value framing: positioning renewal as securing unique value, not just paying a bill
• Radical transparency: clear, upfront explanations of price changes built trust

The Results

• 33% reduction in churn
• 58% boost through a targeted upsell strategy
• Customers felt more confident and informed in their renewal choices

Big Takeaway

Price alone doesn’t drive retention. How you communicate it does. The right upsell strategy turns price hikes into growth.