Art of Skincare:

Retention Project

Results:

  • Accounts with at least one purchase: 11% increase

  • Accounts with 2+ purchases: 6% increase

  • Accounts with 3+ purchases: 6% increase

  • Accounts with 4+. purchases: 5% increase

  • Winback Journey flow: $81K in revenue

  • Welcome Journey: $100K in revenue

  • Second purchase nurture: 19K in revenue

  • Skincare Checkup service is now the most valuable asset for the company in maintaining customer loyalty and repeat purchases.

Problem:

In January of 2022, Art of Skincare invested deeply in improving their data analysis and reporting. Through that, they discovered that their retention rates were not where they wanted them to be.

Solution:

  • Analyzed data to identify areas of drop-off and designed a multi-faceted strategy to solve the problem.

  • Overhaul of key email flows plus creation of additional flows and post purchase emails.

  • We strategically timed these emails to start by engaging the customer with educational and supportive content and gradually increased the calls to action for another purchase at the expected re-order dates. This provided value for the customers to stay subscribed and engaged without forgetting about the company.

  • Created a system for new and returning customers to be able to submit the current skincare products they had on hand and receive custom guidance from one of the company's skin care consultants. This program helped customers find better suited products from the start which increased satisfaction, led to re-orders, and reduced returns.