The consequences of this were not fully understood until after it happened. Customers were not only able to explore, but they were now shopping for whatever store was cheaper through discounts, sales, or bottom of the barrel pricing strategies.
Suddenly, the war was on to win back as many customers as possible. Lionheart picked the best weapons to ensure victory: elevating customer service, having a diverse selection of the best products in the state, and Happy Marketers to bring those customers back in.
David Liberman, GM of Lionheart, worked with the Happy Cabbage team to win back their customers and implement best practices: small segments, strategic messaging, tactical discounts.
Every week, David sent texts to over 1,100 customers, welcoming them back into the store and providing them with a 20% discount to come see what was new. David’s smart, and he knows customer experience.
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I have a lot of customer service experience, and that’s what matters more than everything else. When you have $200 to spend, you want to go somewhere you know, where they know your name, your preferences, and you’re comfortable.
David Liberman, GM of Lionheart
Lionheart may have one of the most successful campaigns in Happy Cabbage history. Customers of our tools see a lot of positive ROI, but no ROI number is more dependable, more important, than Recapture.
Recapturing a customer means driving a customer that hasn’t shopped with you in over 90 days back to your store within a week of receiving an SMS or email. Keep that customer, and you’ll achieve the $7,000 LTV per retained customer.
Here are the results of all of Lionheart’s campaigns over the last 6 months (so far):
Even more impressive, Lionheart saw their total retail sales crest $12M. For a homegrown Montana retail brand, the importance of this milestone can’t be overstated.
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Everybody attributes half of our month-over-month growth to the text marketing we do in Happy Marketers. When we launched with the tool, our customers were thrilled to hear from us again.
David Liberman, GM of Lionheart
If you want to see similar success to David and Lionheart, follow his playbook:
Staying ahead of your competition starts with knowing the opportunities you need to seize. Take our roadmap today.
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