How We Helped a Brand Achieve a 57% Revenue Increase in Just 90 Days

Auditing the Ecosystem to Uncover Opportunities

The first step was gaining clarity. Before implementing any tactics, we conducted a comprehensive audit of their entire customer-facing ecosystem.

We examined everything:

• Their website and online store, focusing on navigation, user experience, and conversion opportunities.
• The Emarsys platform, identifying gaps in automations and areas for optimisation.
• Acquisition channels, to ensure they were aligned with long-term retention goals.
• The Click & Collect process, reviewing how seamlessly in-store and online touchpoints integrated.

This process revealed specific drop-off points, inefficiencies, and areas ripe for improvement. For example, we found that their post-purchase communication was minimal, and their Click & Collect experience didn’t align with customer expectations.

By understanding their ecosystem holistically, we could pinpoint opportunities that would deliver the biggest impact.

“You can’t optimise what you don’t measure. These audits provided the clarity we needed to create a roadmap for success.”

Revamping Automations for Seamless Customer Journeys

Next, we turned to their automation workflows. Personalised, timely communications are critical to customer retention, and their existing automations weren’t hitting the mark.

We optimised key journeys by:

• Crafting more engaging welcome emails to make new customers feel valued right from the start.
• Relaunching birthday and abandoned cart automations, creating moments of personal connection that encouraged action.
• Adding post-purchase follow-ups and targeted emails for ready-to-churn customers, ensuring continued engagement.

The results were immediate. Customers responded positively to these tailored touchpoints, and engagement levels rose across the board.

Listening to Customers: Insights That Drove Change

Retention isn’t just about tactics—it starts with knowing what your customers need. We launched a survey to gather direct feedback and were blown away by the response: over 5,000 submissions in just a few days.

Here’s what we learned:

1. Customers highly valued loyalty and consistency, wanting brands to reward their ongoing commitment.
2. A seamlessly integrated omnichannel experience was a priority, especially for those using Click & Collect.

These insights became the foundation for our strategy. They guided improvements to the online shopping experience, ensured alignment between in-store and digital touchpoints, and informed plans for a Surprise & Delight program that would target their most loyal customers.

“Sometimes, your customers already have the answers. All you have to do is ask.”

Exploring Loyalty Opportunities for the Future

While loyalty initiatives weren’t implemented in these first 90 days, we’ve outlined clear opportunities for the brand to capitalise on customer retention moving forward.

Potential ideas include:

• Offering early access to sales for engaged customers.
• Sending surprise thank-you gifts to frequent buyers.
• Launching omnichannel vouchers, redeemable both online and in-store.

These ideas are still in development, but they represent a commitment to building deeper emotional connections with customers—moving beyond transactions to true loyalty.

Collaborating for Speed and Precision

None of this success would have been possible without the incredible collaboration between our team and the client’s. Their agility and willingness to act quickly played a huge role in turning insights into measurable outcomes.

We worked together by:

• Project managing priorities, ensuring tasks stayed aligned and on track.
• Supporting their team with expert guidance, from optimising email campaigns to improving the Click & Collect process.
• Maintaining a fast-paced, results-driven approach that delivered big wins in just 90 days.

“Strategy gets you halfway there. Execution gets you results.”