Challenges: Retaining loyal customers & encouraging repeat purchases
Like many brands, Black Bananas grappled with the challenge of retaining loyal customers and encouraging repeat purchases. And while our Performance Marketing team had already implemented a top-funnel strategy that stimulated new buyers, the importance of sustained growth through CLV (Customer Lifetime Value) and customer engagement is vital to any brand wanting to grow.
While Black Bananas occasionally organised community events and offered gifts with orders on their webshop, these isolated touch-points increased the workload for site operations and development, whilst not yet fitting into a cohesive strategy.
E-mail marketing and automation through Klaviyo was also an existing channel delivering great results. However, Black Bananas wondered if a portion of their customers preferred another type of communication over e-mail marketing.
Therefore, it was time to explore new channels by combining SMS and email marketing to target a broader audience. That’s when the addition of Yotpo’s SMS and Loyalty features presented an opportunity to bolster customer loyalty by diversifying channels and implementing a retention strategy across them all.