The renewal that falls due, the next visit, the returning regular: a large share of your revenue is already in your customer list, waiting to be asked properly. We set up the emails and reminders in your voice, and measure who comes back when they should
The customers are there. Three things stop them being asked
Email, consent and the return date are the cheapest data the business will ever collect, and most collect none of them.
Urgency, discounts and countdowns bring the wrong customers back and are restricted in several of our markets. A reminder that a return is due, in your voice, is what people answer.
If the share of revenue from returning customers is not measured, nobody owns it and it drifts down.
Follow-up that feels like service, because it is, in the systems you already own
By offer and purchase cycle, agreed with you, automated in the booking, ordering and messaging tools you already use.
Aftercare, check-ins, reminders and membership updates, written in your voice. In regulated industries, signed off by the professional responsible.
The communication that keeps memberships and staged plans current, and the reporting that shows retention.
Lapsed customers contacted once, respectfully, with a real reason to return rather than a discount.
Coastal resort, 84 rooms, Cornwall
Previous guests received the same monthly newsletter as the rest of the database, with no use of stay history or room preference. We segmented past guests, introduced seasonal return campaigns and added direct-booking offers around previous stay patterns.
Returning guests increased from 11% to 17% of direct bookings over eight months. Revenue per email recipient increased 39%.
Pet accessories brand, UK
Most email revenue came from campaign sends, while automated journeys consisted of a basic welcome email and abandoned-cart reminder. We added post-purchase cross-sell, replenishment, browse abandonment, review and win-back flows based on product category.
Revenue from automated email increased 37% over six months. Total email revenue grew 25% without increasing campaign frequency.
Vehicle servicing group, five sites, Midlands
Customers received an invoice after servicing but little communication until they remembered to book again themselves. We introduced MOT and service reminders based on vehicle records, seasonal maintenance campaigns and follow-up after completed work.
Returning-customer bookings increased 18% over nine months. Reminder campaigns generated 14% of all online workshop bookings.
What is changing in the markets we work in, and what it means for your numbers
HotelsThe guest jumps from your site to the engine and the trail breaks. The five-step fix, in payback order, and the one setup that cannot be fixed.
ClinicsPatients per surgeon are up a fifth since 2021, women's share is rising, and 59 percent of surgeons report black-market clinics in their city. What a hair clinic, at home or in Istanbul, should publish to be named.
AIMIT found 95% of generative AI pilots deliver no measurable P&L impact. McKinsey and BCG data show why, and what the successful minority do instead. The sequence an owner should run.
Key shifts, emerging trends and what they mean for business
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