Rejoiner

BACKGROUND

Introduce your business and what you do there.

I’m the owner and CEO of an online retailer of automotive accessories.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Rejoiner?

We wanted to improve our communication with customers and maximize their value over a full lifecycle. 

SOLUTION

What was the scope of their involvement?

Rejoiner manages our email marketing and communication with clients over a full customer lifecycle. Their team first mapped the customer journey, identifying stages that customers may occupy at any given point. They then provided a fully-managed service with a platform, content, and marketing structures. Rejoiner leads ongoing campaigns for each stage so we’re always in touch with our customers. We’ve entirely outsourced that part of our business to the Rejoiner team.

What is the team composition?

Jeff (Strategist, Rejoiner) and Shannon (Lead Designer, Rejoiner) are our primary points of contact. We talk with Jeff about ongoing projects and different hypotheses we’re testing in campaigns, and Shannon is our main designer.

How did you come to work with Rejoiner?

I don’t remember how I found Rejoiner. It was either through an online search or through a recommendation from when I was taking a course on maximizing a customer’s lifecycle value. We chose their team over providers, however, because Rejoiner looked like they could handle every aspect of what we were trying to accomplish. They also had far more experience, expertise, and resources available than someone we could try to find and hire internally.

How much have you invested with them?

We’ve spent about $100,000.

What is the status of this engagement?

The collaboration started in June 2016 and is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our email channel has grown by 130%, which is a considerable amount. We’re also seeing a ridiculous return on our ad spend, comparing Rejoiner’s management fee with the revenue they’ve generated. Their team touches a huge percentage of what generates revenue for us, so it’s hard to say exactly how many leads their work has converted as opposed to our work. But the ROI has been extraordinary.

How did Rejoiner perform from a project management standpoint?

It's phenomenal. We have actually adapted Rejoiner’s way of working into our business methodology. They are the best service provider of any kind that our business has ever used.

What did you find most impressive about them?

Rejoiner is process-oriented and data-driven. We have a call every two weeks to discuss the current campaigns, its performance, the data so far, and what we might do next for a new campaign or a testable idea. Jeff makes extensive call notes to share with us so that nothing falls through the cracks. Their project management skills make sure that they follow up on new ideas and have the capacity to see them through. Lastly, and most importantly, Rejoiner’s team is made up of stellar human beings in every category—from design to technical to project management.

Are there any areas they could improve?

If anything, I want Rejoiner to offer more services. That way, I can outsource more of my marketing process to their team. They’re that good.

Any advice for potential customers?

First, let Rejoiner handle as much of your processes as possible. They’re eminently capable, and I don’t believe that even a larger company with more resources can do a better job than their team. Rejoiner will improve the level of professionalism and quality of your email correspondence with your customers, whether it’s marketing-oriented or not.

Second, be open to collaboration. Our biweekly sessions with Jeff are immensely helpful for bouncing ideas back and forth. Thanks to their data, we can test new marketing ideas and see how well they work quickly, letting us maximize our results and revenue.

BACKGROUND

Please describe your company and your position there.

I am the Chief Marketing Officer for Big Chill Appliances. We are a kitchen appliance company that specializes in beautifully designed retro appliances with modern technology.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

We hired Rejoiner to manage the vast majority of our email marketing channel. This includes: regular broadcast email strategy, design, and development; cart and browse abandonment emails; lead nurture and customer recapture emails; and other triggered email programs.

What were your goals for this project?

Our goal was to see positive ROI and regular, consistent improvement within the email channel.

SOLUTION

How did you select this vendor?

We considered several vendors and selected Rejoiner.

Describe the scope of their work in detail.

We hired Rejoiner to manage the vast majority of our email marketing channel. This includes: regular broadcast email strategy, design, and development; cart and browse abandonment emails; lead nurture and customer recapture emails; and other triggered email programs.

What was the team composition?

On the Rejoiner side of things, we mainly work with our Customer Success Manager, Greg Elizondo and Design Lead, Shannon Gray. There are a number of folks that work "behind-the scenes" but those two are our main points of contact.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our email channel has grown significantly since we started working with Rejoiner. Email-attributable revenue is up approximately 80% YoY. Nearly our whole email program—including regular broadcasts and automated campaigns—is executed by Rejoiner and we receive regular program improvements and updates.

How effective was the workflow between your team and theirs?

It is excellent. I find they are the easiest of all of my agency partners to work with. They have strong project management but are able to be quick and nimble.

What did you find most impressive about this company?

The strategic approach and consistently strong creative are most impressive. They are always a joy to work alongside.

BACKGROUND

Please describe your company and your position there.

Mother Dirt creates personal care products that restore and maintain the delicate balance of the skin biome. I'm the Editorial Director, focusing on email marketing, content & retention

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

We're a very small company and each member of the team has multiple responsibilities. Mine are: all copy writing, content strategy, email marketing, social media, and all retention efforts. We're a digital business and email is a huge part of our marketing strategy. But as someone who has to literally do all aspects of everything I own, I needed help. Rejoiner has helped me a great deal with setting up email templates for my broadcasts, and strategizing email journeys for new and existing customers, and doing the creative and coding for them as well. It's an ongoing process where now we're iterating and adding more sophisticated layers to these journeys.

What were your goals for this project?

Growth in retention and revenue.

SOLUTION

How did you select this vendor?

There's a lot of companies out there with great technological offerings, but we needed more than technology. We needed support. Rejoiner services are truly an extension of the Mother Dirt team. They are proactive, and know that if we're successful, they're successful. It's hard to find outside vendors who actually operate with the same goals and values you do. They're the only company/agency we've worked with who totally understands our brand, and nails the creative and the copy. That's HUGE.

Describe the scope of their work in detail.

Rejoiner powers our entire email channel spanning lifecycle automations (cart abandonment, browse abandonment, new subscriber activation, win back, replenishment) and newsletter campaigns. We use both their software to power all of these initiatives and we work with services to define strategy and execute on creative.

What was the team composition?

Work directly w/ Mike the Founder and have for the duration of the project. Designer + Email Developer as well

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Since migrating to Rejoiner 2 last-click revenue from the email channel is up by 36%.

How effective was the workflow between your team and theirs?

Workflow is almost flawless. Their crew lives on Basecamp and is always available. If I post something there that needs immediate attention, they're such a tight-knit team that they chip in and help if the specific person I need isn't available. My needs are always taken care of, and they're very proactive. Couldn't be happier with their availability and the overall workflow.

What did you find most impressive about this company?

I get to work with designers, developers, account management, and the owner of the company. Every single person in that company is as invested in the customer's success as the owner of the company. They have all have such strong work ethics. They're an amazing team of people.

Are there any areas for improvement?

Whenever I come across something that I feel could be improved, I let them know and they actually get it on the roadmap and get it done.

BACKGROUND

Please describe your company and position.

 I am the Chief Marketing Officer of an education company 

Describe what your company does in a single sentence.

We provide affordable online and in-person corporate training. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Rejoiner to accomplish?

• Design, build, and deploy a segmented email drip campaign

SOLUTION

How did you find Rejoiner?

Online Search

Why did you select Rejoiner over others?

High ratings

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired Rejoiner to build, deploy, and measure a complex email drip campaign to test a predictive model.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Rejoiner was an absolute pleasure to work with; they are knowledgeable, responsive, and work extremely quickly. Their design work was also top notch. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They worked very quickly and delivered everything on time if not ahead of schedule. 

What was your primary form of communication with Rejoiner?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

How fast they were in terms of responding to questions and to executing the project in general. 

Are there any areas for improvement or something Rejoiner could have done differently?

We no longer have the need for an third party email sending platform, but if we did, we would be using Rejoiner!