From Rising CAC to Record Retention: How Ysabel Mora Built a High-Performing Loyalty Engine

Ysabel Mora is a Spanish fashion brand focused on everyday essentials designed for real life - from lingerie and hosiery to shapewear, loungewear, socks, activewear, and swimwear. The brand stands by a clear promise: to deliver comfort you can feel, styles you’ll love to wear, and sizes that celebrate real bodies - all while maintaining an accessible balance between quality and price.

Alongside its direct-to-consumer ecommerce site, Ysabel Mora has built a strong B2B network, distributing its collections across more than 43 markets. At the same time, the brand is expanding into physical retail with company-owned stores, bringing its signature experience even closer to customers.

Despite attracting a strong initial customer base, the brand faced challenges in maintaining long-term engagement and encouraging repeat purchases. Rising acquisition costs made it essential to focus on maximizing value from existing buyers, but their tools lacked the flexibility to personalize communication or incentivize loyalty. They needed a solution to increase purchase frequency, enhance retention, and reduce dependence on paid acquisition.

To strengthen customer retention and reduce reliance on costly acquisition, the Shopify Plus brand Ysabel Mora implemented Growave’s comprehensive loyalty and engagement suite. The brand introduced a Points and Rewards program with tiered benefits, giving customers clear incentives to return while recognizing high-value shoppers.

Growave also enabled new acquisition and conversion levers. Integrated UGC galleries added authentic social proof across the shopping journey, and the Referral Program empowered satisfied customers to drive organic growth without increasing ad spend.

"Growave helped us hit our retention goals and measurably improved recurrence. The platform combines the key tools we needed - points and rewards, tiers, referrals, and UGC - in one place, with automation that saves time.”

Pau Orts

Chief Digital Business Officer at Ysabel Mora

On the operational side, consolidating points, tiers, referrals, and UGC into a single system streamlined internal workflows. Automated onboarding, win-back, and at-risk sequences reduced manual tasks and gave the team more time for testing, analysis, and optimizing the customer experience.

Together, these features created a seamless earn-and-redeem journey that kept customers engaged across multiple touchpoints, ultimately boosting repeat purchases, retention, and overall marketing efficiency.

(Jun 1 - Nov 1, 2025)

Redeemers significantly outperformed non-redeemers across all key metrics:

The impact of Growave’s loyalty and engagement tools was immediate and measurable. By creating a more compelling reason for customers to return, Ysabel Mora significantly strengthened retention and customer value across the board. Shoppers who interacted with the loyalty program far outperformed those who did not, contributing to higher purchase frequency, stronger repeat behavior, and a substantial lift in overall revenue efficiency.

These gains validated the brand’s shift toward a retention-focused strategy, proving that a well-structured loyalty and engagement framework could meaningfully reduce reliance on paid acquisition while deepening long-term customer relationships.