Retention Marketing
My expertise spans across email and SMS marketing, customer segmentation, and post-purchase engagement, with a focus on adapting to customer feedback to deliver exceptional customer experiences. I strive to strategizing campaigns that not only re-engage customers but also turn them into brand advocates, ensuring sustainable success for the business. See some of my efforts below!
POST PURCHASE STRATEGY #1
This flow was created to guide the customer through a home try-on process, while upselling products and driving to future purchases. The flow is segmented for two separate consumer sets and where they are on their customer journey.
YoY day flow performance:
22% increase in attributed revenue
12% increase in open rate
6% increase in click rate
8% increase in ordered product rate
Key content:
A “When to return” chart is placed throughout the flow, this has decreased the about of inquiries for the support team
An email is sent on product delivery to educated the user on a new sewn-in measuring technique
A survey is at the end of each flow to gather feedback about the ordering process and the consumer
BROWSE ABANDONMENT
I optimized this flow by segmenting out different product categories resulting in a 6.5% increase in placed order rates YoY.
Performance:
12% increase in attributed revenue
58.9% open rate
2.7% click rate
4.3% ordered product rate
ABANDONED CART FLOWS
Optimizing abandoned cart flows lead to an increase customer retention! This resulted in a 35.09% returning customer rate, increasing 4% YoY.
This flow was set up to drive the customer directly to recover lost sales, resulting in a 5% decrease of abandoned checkouts.
YoY Flow Performance:
16% increase in attributed revenue
24% increase in open rate
31% increase in click rate
29% increase in ordered product rate
POST PURCHASE STRATEGY #2
This flow was optimized to improve communication to the customer during the long production time, while upselling products.
YoY flow performance:
10% increase in attributed revenue
7% increase in open rate
4% increase in click rate
4% increase in ordered product rate
Key content:
Friendly reminder that we’re still working on their order during the 10 week lead time
Content blocks that upsell products that have shorter lead times so they can make a repeat purchase
A survey is at the end of each flow to gather feedback about the ordering process and the consumer
SMS MARKETING
I built out and executed a new SMS subscriber strategy by incorporating sign ups in a pop up, at check out, and incorporating it across organic social, with a result of a 55% increase in subscribers in 2024.
SMS CAMPAIGNS
This campaign’s performance was promoting a new Summer Collection, resulting in 84% of conversions from the new collection with a 5.5% CR.
DIRECT MAIL
The goal of this campaign was to target the primary customer, in the last 6 months, with an incentive to make another purchase. This resulted in:
$108.2K in revenue
41% ROAS
20% conversion rate
