A home goods retailer transformed their customer retention strategy through sophisticated email and SMS automation, creating a predictable revenue stream.
The brand was overly dependent on paid advertising, with 85% of revenue coming from Meta and Google. Customer retention was weak, with only 15% of customers making a second purchase. They needed to build owned channels to reduce acquisition dependency and improve unit economics.
We hypothesized that by building a robust email and SMS program with personalized automation flows, we could significantly increase repeat purchase rates, reduce reliance on paid channels, and create a more sustainable business model with higher customer lifetime value.
Implemented Klaviyo with 15+ automated flows including welcome series, browse abandonment, cart abandonment, post-purchase, win-back, and VIP segments. Launched SMS marketing with exclusive offers and early access. Created a quiz funnel for personalized product recommendations. Built a loyalty program with tiered rewards. Segmented list by purchase behavior and engagement.
| Metric | Before | After | Change |
|---|---|---|---|
| Email List Size | 45K | 325K | +622% |
| Revenue from Email/SMS | 12% | 40% | +233% |
| Repeat Purchase Rate | 15% | 42% | +180% |
| Email Revenue per Recipient | $2.40 | $8.90 | +271% |
Growth trajectory showing +622% improvement in email list size
Duration
8 months
Launch Date
February 2024