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 APPROACH
The work focused on creating continuity in both voice and 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 the customer lifecycle were designed to support product education, provide social proof, and encourage repeat purchases within a defined timeframe.
the results
Year over year, this client’s bot-filtered click rates have consistently been in the double digits, with open rates averaging 70-90%. Their email-attributed marketing revenue increased over 600% since Madeleine’s involvement.
Their repeat customer rate improved by over 100%, and their brand personality is strong and recognizable.