THE APPROACH
The work focused on creating continuity both in voice and in structure. Messaging was refined across key touchpoints, and a robust, comprehensive lifecycle system, including text and email automations, was introduced to guide customers beyond the initial purchase.
Key MoveS
Post-purchase flows triggered by customer behaviors throughout customer lifecycles were designed to support product education, provide social proof, and to encourage repeat purchase within a defined timeframe.
B2C Luxury marine cleaning
This brand had big revenue goals but very limited retention infrastructure. They also didn’t have a clear brand personality. Communication after the first purchase was inconsistent, and messaging varied across channels, making the experience feel fragmented.
the results
Year over year, this client’s click rates have gone from under 1% to consistently in the double digits, with open rates averaging 70-90%. Their email-attributed marketing revenue increased over 600%.
Their repeat customer rate improved over 100%, and their brand personality is strong and recognizable.