The Challenge
club pickleball co. was profitably acquiring new customer from facebook and titktok but didn't believe in the power of customer retention. They thought repeat purcahses weren't much of a thing in their industry - people buy a paddle then they're set for years! Because of this belief, they spent very little time on their email or SMS marketing and ran a VERY underoptimized automation/campaign setup.
The Solution
We started out by showing them the power of customer retention with a few key email campaigns to engaged customer segments. This of course showed immediate ROI and they trusted us to build out the rest of their email & SMS marketing ststem. We designed and developed a new customer welcome flow, a post-purchase thank you and review collection flow, and a host of abandoned cart/abandoned browse flows. We also setup a campaign strategy to do a quarterly CRM clearing email offering a discoutn to customers who seemed to be on the fence.
The Results
They saw immedaite return as most email & SMS customers do. We took their returning customer rate from 5% to 20% within 3 months and gave them a new revenue channel that was more profitable than Google or Facebook Ads.
