In April of 2023, Klaviyo reached out to us to learn about our business because of our rapidly increasing market share with their best customers.
They inquired about our data sharing practices, consent collection, and they asked that we tag all of the data we have ever sent them so that they could review it for quality and performance.
On May 5, 2023, Klaviyo told us that they decided that after the review they would leave it up to the merchants to determine the tools they use.
Here is what we sent to Klaviyo to answer their data sharing and consent collection questions:
Who we are not:
Who we are:
How we collect consent:
If you have any questions or comments about data sharing, consent collection, or our relationship with Klaviyo, please contact support and we will answer any questions you have.
Dr. Squatch is the largest men's natural personal care brand in the United States. Its mission? To raise the bar for the men's grooming industry and change the way men approach their hygiene by providing healthy, natural products that allow you to feel like a man and smell like a champion.
Industry
Ecommerce Marketplace
Objective
Drive Revenue and List Growth
Solutions
Retention.com Reclaim, Browse, & Cart
"For Black Friday/Cyber Monday, we got over a million dollars of revenue just from customers acquired through Retention.com."
– Cody Griffin, VP of Marketing, Dr. Squatch
Performance Results
Generative Email Flow
Increase in BFCM Revenue
ROI
About Dr. Squatch.Dr. Squatch is the largest men's natural personal care brand in the United States. They make soap, deodorant, haircare, lotion, and cologne designed specifically for men with 100% natural products and no harmful ingredients. Dr. Squatch brought Retention.com on at the end of summer in 2022 with one very specific purpose: Grow their email list of bottom-of-funnel, warm leads in advance of the Q4 holidays. But they had doubts. How would using Retention.com's cart abandonment technology affect: 1. Deliverability2. Spam score, and 3. Brand reputation? Any smart marketer should be concerned about all three!
Dr. Squatch worked directly with Retention.com to unlock vast new bottom-of-funnel emails.
To gauge performance, Dr. Squatch started by turning Retention.com on for a small section of the website where the traffic was really low. They had Klaviyo perform deliverability and spam audits.
The results?
But what about the brand reputation?
"We put on our customer hat and realized that all of us receive emails every day that we don’t necessarily know where we signed up to get those emails," said Cody Griffin, VP of Marketing, Dr. Squatch. "But ultimately when they are relevant to our experience we find them valuable. So all of those were very fine with us.”
This paved the way for Dr. Squatch to turn Retention.com on for the whole site. They are now capturing a new first-party data set of highly-engaged prospects from these formerly anonymous, abandoned sessions, so they can continue to keep the core of their community connected to all their new offerings.
Retention.com was Dr. Squatch's number one generative email flow, adding over $1MM in BFCM revenue for 50x ROI. "We really wanted to deliver a successful Black Friday/Cyber Monday period and we knew that having a larger list size in advance of that would be an advantage to converting those potentially warm customers at a very high-value moment for them.” “Within less than three months we saw a huge transformative outcome... it was our number one generative flow in our email system. "For Black Friday/Cyber Monday we got over a million dollars of revenue just from customers acquired through Retention.com." We got an ROI on our investment that was greater than 50x what we paid for those emails from Retention.com, which meant pure value for us.”
– Cody Griffin,
VP of Marketing, Dr. Squatch
Did you know that improving customer retention by just 5% can increase your e-commerce business profits from 25% to 95%? Retention marketing can enhance your business’s revenue growth and customer acquisition.
Customers who are already familiar with your brand and have had good experiences buy more often. They also tend to spend more than new customers.
Additionally, repeat customers often refer favorite brands to friends and family, bringing in more business. Simply put, a well-researched retention marketing plan is essential for e-commerce businesses.
Retention rates vary by industry. So, it’s essential to research retention rates for your niche and use that data as a benchmark.
Other ways to measure retention marketing success include tracking churn rate, engagement rate, reactivation rate, and customer lifetime value.
But how do you gather this information?
This post covers five top retention marketing tools to help grow, build, and increase profits for your e-commerce business.
Google Analytics is a valuable retention marketing analytics tool for collecting visitor insights. You can discover where user traffic originates and engagement trends and track customer purchases and shopping carts.
Additionally, you’ll glean information such as demographics and various consumer behavior analytics to help improve retention marketing campaigns.
Set up Google Tag Manager, which will collect data from the visitor’s web browser. Then you can use the information to qualify and segment traffic and generate customized reports, including:
There are around 200 different metrics and customizations in Google Analytics.
Gamification is precisely what it sounds like, using competition and points to encourage customer engagement. Using gamification can improve your customers’ experience and enhance the buyers’ journey.
Some examples of gamification include:
Marketo helps you enhance customer experience with behavior tracking and easy-to-build and scale automated retention marketing campaigns.
You could set Marketo up, so your customers receive points for specific purchases. Or, offer badges to repeat customers and brand advocates.
Gamification is a highly effective retention marketing strategy paired with a loyalty program. Fitbit, Duolingo, and Grammarly all use gamification in their marketing strategies.
For example, Grammarly sends weekly writing updates and achievement medals to commemorate premium users’ consecutive weeks of writing.
CRMs help businesses build and retain customer relationships at every step of the customer lifecycle. The technology allows companies to make informed decisions using data.
You can track, analyze and store customer information to create a complete customer profile. Salesforce enables businesses to centralize all customer data sources, including emails and VOIP systems, into one location.
What’s more, you can personalize emails to target customers and make them feel as if you wrote the email specifically for them. This retention marketing tool also enables you to customize the content in the email based on your customer’s needs.
Salesforce data integrates with customer service apps like Salesforce Service Cloud, so your team can access customer requests, questions, and complaints.
Considering that 56% of customers say they stay loyal to brands that “get” them, it pays to track this data.
Klaviyo is an email marketing tool that automates marketing flows at every stage of the buyer's journey. This tool is specifically for e-commerce platforms like Shopify and Shopify Plus.
With Klaviyo, you can target specific audiences using behavior, location, profile property, list, order date, and many other metrics.
Klaviyo provides:
Email automation helps Shopify businesses increase sales with targeted emails to shoppers to encourage them to complete their purchases. Klaviyo can also help you personalize customer experiences by segmenting your email list.
Then you can send targeted emails based on a shopper’s behavior, so your business is the one that “gets” them.
Of course, there’s still the matter of the customers who abandon their carts, leaving you with no information for follow-up. Here’s the thing—statistics show over 70% of online consumers abandon their shopping carts before they complete the purchase.
Here’s how you find that missing information.
At Retention.com, we provide retention marketing solutions. Our identity resolution software helps businesses get first-party data from anonymous web visitors.
Even better? You can integrate your Retention.com account with Google Tag Manager, Marketo, Salesforce, and Klaviyo. In fact, we integrate with over 50 platforms to identify those unidentified prospects.
For example, a Retention.com and Salesforce Marketing Cloud integration will automatically send contacts acquired by your Retention.com account to the Salesforce Marketing Cloud into any list you choose.
The technology automatically suppresses existing contacts, so there won’t be duplicates. And you can set up custom filters to sync filters to send leads from various domains to different lists or ESPs.
Cart abandonment emails have a 21% click-through and 11% conversion rate. They help you find out why a customer didn’t make a purchase. Use this information to improve customer experiences and customer service and build brand loyalty.
Retention.com’s Reactivate is another powerful tool to win back customers who have gone dormant. The CEO of Science Natural Supplements, Cody Bramlett, says, “I can easily contribute 25% of our monthly list revenue to this indispensable tool!”
Science Natural Supplements wanted to email dormant email addresses without compromising deliverability to drive ROI and conversions.
The e-commerce company loaded a dormant list into the Reactivate system, then used Maropost to trigger real-time re-engagement emails. They sent inactive subscribers a six-part reactivation flow.
When a dormant subscriber opened the first email, they landed on the active list. On the other hand, if they didn’t open the first email, it triggered the rest of the email flow.
The results were 8x ROI, with a 3x return.
You’ll find more inspiration for your retention marketing campaign in the Rentention.com blog. Be sure to check out our case studies for ideas, as well.
Sources: https://business.adobe.com/products/marketo/adobe-marketo.html
https://www.salesforce.com/crm/
How do you grow your business without spending your whole budget on advertising? Acquiring new customers with online advertisements is only becoming more expensive.
That means keeping your existing customers and building those relationships is vital for your business. Retention marketing focuses on your current customers using a series of strategies to increase repeat customer rates.
The idea is to build a loyal customer base for your brand. These loyal customers make repeat purchases and are less likely to shop with your competitors.
Implementing retention marketing strategies can be an incredible asset to your company. After all, it's much more cost-effective to keep repeat customers than to find new ones.
Retention marketing also increases your customers' lifetime value because happy customers often return to make purchases. Also, loyal customers frequently spread the word, enabling your business to gain new customers without as much paid advertising.
Ultimately, retention marketing is how you grow your business. This post covers seven retention marketing strategies you can implement now.
Read on to learn more.
Customer retention is about communication. Improve communication, and you will improve customer retention.
When you ask for customer feedback, you illustrate that their opinion matters. Feedback lets your business learn what your customers like and what they don't like.
Get your customers involved and use this information to boost customer service.
Understanding customer likes and dislikes places your business in a better position to strengthen the areas they love. It also enables your business to improve on things that negatively affect the customer experience.
When customers see your business use their feedback, it builds loyalty.
The trick to effectively using social media is knowing where your customers spend their time. Find your audience on social media. Then make your business easy to find with a consistent username across all platforms.
For example, 2022 data indicates 18 to 29-year-olds make up 86% of Facebook users, while 7% are 30 to 49. You'll find 51% of people ages 50 to 65 on Facebook and 34% who are 65 plus.
If you're marketing to customers who are in the 30 to 49 age range, you'll find 47% of them on Instagram.
You can use social platforms to engage with industry influencers and locate potential brand ambassadors. You'll find many social media listening tools and analytics that offer insights.
Develop content specifically for the platform and give your customers a reason to follow you with exclusive promotions.
The bottom line?
The more places your customers can find your business online, the better chance of building long-term relationships.
Improving customer support services means customers can get their questions answered on your website, through social media, or via email.
Customer support systems such as live chat, a help desk, and an FAQ on your website enhance effective communication. Include an accessible email address so customers can quickly contact your business when they need support.
It's essential to respond to negative comments and acknowledge them. Don't hesitate to apologize if the company makes a mistake.
It's best practice to concentrate on your customers' initial experience. To that end, offering an option to create a customer account with the first purchase is an opportunity for retention.
An account gives customers access to their previous orders. It also makes ordering more convenient with pre-filled shipping information.
You can gain valuable data to inform you about the best offers and incentives for your customers. Ultimately, customer accounts can increase purchasing.
Customer loyalty programs are a retention marketing strategy meant to increase the frequency with which your customers make a purchase.
Customer loyalty programs, such as a referral program, motivate your customers to purchase more often to earn rewards. This loyalty strategy offers an incentive to current customers to refer new customers.
For example, you could offer a discount code or value match like give 10% off, get 10% off an item.
Personalization makes customers feel special. They know your business cares about them when you offer services such as:
Set up email triggers and follow-up messaging to engage your customers and encourage repeat business. Not only that, but emails allow you to build good customer relationships before and after they make a purchase.
For instance, send your customers a thank you email after they buy something. Sending a discount code offer for a follow-up purchase is another good retention strategy.
Follow-up emails can keep them coming back and build brand loyalty. Another idea is to send emails to customers who haven't made a purchase for a while.
Sometimes a simple reminder is all they need. If they didn't return because they were unhappy, you could rectify the situation and gain a loyal customer.
Finally, consider what happens when an unidentified customer browses your website or abandons their shopping cart. You can grow abandonment revenue five to ten times by leveraging Retention.com's Reclaim Identity Resolution technology.
We offer quick-and-easy onboarding to increase browsing, product, and cart abandonment SMS and email flow. Our technology allows you to scale up available abandonment emails, and you only pay only for incremental performance.
Ryan Pamplin, CEO of Blendjet, says, "Retention.com is money falling from the sky. If you're not doing it, you're just leaving money on the table."
If you operate one of the over 14,000 innovative brands that use Shopify Plus, retention.com is here to help.
Retention.com is a retention marketing solutions provider. We offer an array of services like identity resolution.
In other words, we can help you turn those anonymous web visits into first-party data. With that information, you can target customers who are already interested in your business.
Are you ready to get serious about your retention marketing strategy? Retention.com is here to help.
