Lilo Social

BACKGROUND

Please describe your company and position.

I am the CEO of Bar Crawl Nation LLC

Describe what your company does in a single sentence.

We're a nationwide event marketing and production company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Lilo Social to accomplish?

• Revamp Klaviyo set up for email/sms flows
• Identify and execute new look & feel for email/sms design
• Create profitable email/sms campaigns to promote upcoming events

SOLUTION

How did you find Lilo Social?

• Online Search
• Upwork

Why did you select Lilo Social over others?

• Great culture fit
• quality of portfolio & presentation

How many teammates from Lilo Social were assigned to this project?

2-5 Employees

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

Lilo Social took over our end-to-end Email & SMS marketing from a previous entity. This was a massive undertaking that includes:

• creating aa consisten look & feel for all email & sms marketing
• opt-in optimization on our website
• creating many new standardized flows (i.e. browse abandon, anniversary, sunset)
• creating new flows specific to our company (post ticket purchase)
• creating a marketing/campaign schedule for email/sms
• designing and sending email/sms campaigns
• working with our team on any technical hurdles (updating klaviyo profiles via api)

RESULTS & FEEDBACK

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

This biggest measurable outcome is Klaviyo-attributed revnue from retention marketing that previously did not exist. Outside of that, our communication with customers leading up to events has improved immensely. Lastly, it has taken quite a bit of work off of the hands of our internal team, which saves us time and allows us to apply our resources to other aspects of the business to continue our trajectory of growth.

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

The Lilo Social team is always available to communciate via slack. We have a monthly meeting to discuss progress and future goals. A calendar is created to organize all campaigns. Deliverables are always on time.

What was your primary form of communication with Lilo Social?

• Virtual Meeting
• Email or Messaging App

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

I think the email content/design is excellent with and also fits well with our other marketing efforts.

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

Generally, we're pretty happy with everything. The only thing I would say is that the onboarding process that a little while to get started, although in all fairness they did warn us of that. I believe it took at least a month before we were rocking and rolling.

BACKGROUND

Please describe your company and position.

I am the Director of Ecommerce of SEEQ Supply

Describe what your company does in a single sentence.

Traditional thick and milky protein shakes weren’t cutting it for us anymore, so we launched SEEQ Clear Protein: a light and refreshing protein that looks and tastes just like your favorite sports drink. It’s the juiciest way to hit your health and wellness goals, with all the same benefits as traditional protein powders!

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Lilo Social to accomplish?

• Take on our notifications strategies for email, sms, push

SOLUTION

How did you find Lilo Social?

Referral

Why did you select Lilo Social over others?

• High ratings
• Great culture fit
• Referred to me
• Company values aligned

How many teammates from Lilo Social were assigned to this project?

2-5 Employees

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

Key Deliverables:
1. Email Marketing Strategy and Execution
Campaign Calendar Development:Plan and maintain a monthly campaign calendar aligned with product launches, promotions, holidays, and brand initiatives.
Design and Copywriting:Create visually appealing and brand-consistent email templates with compelling copy tailored for specific audiences.
Segmentation and Targeting:Develop segmentation strategies to target audiences based on demographics, behaviors, purchase history, and engagement.
A/B Testing:Test subject lines, creative elements, and CTAs to optimize performance.
Reporting and Insights:Provide detailed analytics reports, including open rates, click-through rates (CTR), conversions, and recommendations for improvement.
2. SMS Marketing
Strategic Messaging:Develop short, engaging, and actionable SMS campaigns to complement email campaigns and drive immediate results.
Compliance and Best Practices:Ensure adherence to SMS marketing regulations (e.g., TCPA compliance).
Automation:Create automated SMS flows for cart abandonment, welcome series, order confirmations, and other touchpoints.
Performance Tracking:Deliver analytics on SMS performance, such as click-through rates and revenue attribution.
3. Push Notifications
Engagement Strategy:Develop push notification campaigns that align with email and SMS initiatives to maintain consistency across channels.
Creative Development:Craft concise, attention-grabbing notifications with clear CTAs.
Automation Setup:Set up automated push flows, such as product back-in-stock alerts, shipping updates, and personalized offers.
Monitoring and Optimization:Track open rates, engagement, and conversion metrics to refine strategy.
4. Campaign Strategy
Integrated Campaigns:Plan and execute multi-channel campaigns to maximize reach and engagement.
Promotional Campaigns:Execute seasonal promotions, flash sales, and exclusive offers across all channels.
Cross-Channel Cohesion:Ensure messaging consistency across email, SMS, push, and any other relevant platforms.
5. Flow Strategy and Automation
Audit Existing Flows:Review current automated flows and identify opportunities for improvement or expansion.
Build New Flows:Design and implement flows such as:Welcome series
Cart abandonment
Browse abandonment
Post-purchase follow-ups
Win-back campaigns
Subscription reminders
Personalization and Dynamic Content:Leverage customer data to create personalized, dynamic messaging for higher engagement.
Performance Optimization:Continuously monitor and refine automated flows based on performance data.
6. Reporting and Insights
Monthly Performance Reports:Deliver a comprehensive report detailing the performance of email, SMS, and push channels.
Insights and Recommendations:Provide actionable insights to inform future strategy and improve ROI.
Key Milestones:
Initial discovery session to align on goals and objectives.
Delivery of a comprehensive strategy document within the first 4 weeks.
Implementation of new campaigns and flows within the first 2-3 months.
Monthly performance reviews and strategy adjustments.
Success Metrics:
Increased email open rates and click-through rates.
Higher SMS engagement and attributable revenue.
Improved customer retention through automated flows.
Overall revenue growth attributed to marketing channels.

RESULTS & FEEDBACK

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

1. Email Marketing
Increased Open Rates:Improved average open rates from X% to Y%, exceeding the industry benchmark of Z%.
Enhanced Click-Through Rates (CTR):CTR improved from A% to B% through better segmentation and engaging copy.
Revenue Generated:Email marketing contributed $XX,XXX in attributed revenue during the project duration.
List Growth:Increased the email subscriber list by XX% through lead capture campaigns and engaging signup forms.
Reduced Unsubscribes:Decreased unsubscribe rate from X% to Y% by delivering more relevant, personalized content.
 
2. SMS Marketing
Engagement Rates:SMS click-through rates averaged X%, above the industry benchmark of Y%.
Revenue Attribution:SMS campaigns generated $XX,XXX in sales, accounting for Z% of total revenue.
Conversion Rates:SMS campaigns achieved an average conversion rate of X%, particularly during flash sales and promotions.
Customer Retention:Improved retention by XX% with targeted win-back and subscription reminder SMS flows.
 
3. Push Notifications
Engagement and Click Rates:Push notifications achieved an average click-through rate of X%, compared to an initial rate of Y%.
Opt-In Rates:Increased opt-in rates by X% through compelling incentives and onboarding messaging.
Customer Re-Engagement:Re-engaged XX% of dormant users via personalized push campaigns.
Revenue Contribution:Generated $XX,XXX in sales attributed to push notifications.
 
4. Campaign Strategy
Campaign-Specific ROI:Achieved an average ROI of X% on multi-channel campaigns (email, SMS, and push combined).
Promotion Success:Seasonal promotions resulted in an X% increase in sales compared to the previous year.
Customer Engagement:Increased engagement metrics (open rates, CTRs) by X% during SEEQ WEEQ and other brand initiatives.
 
5. Flow Strategy and Automation
Flow-Specific Revenue:Automated flows (e.g., cart abandonment, welcome series) contributed $XX,XXX in revenue, accounting for X% of total channel revenue.
Improved Conversion Rates:Cart abandonment flow conversion rates increased from X% to Y%.
Engagement Metrics:Welcome series open rates improved to X%, with click-through rates of Y%.
Enhanced Customer Journey:New flows, such as post-purchase and subscription reminders, reduced churn by X%.
 
6. Overall Channel Performance
Revenue Growth:Combined channels (email, SMS, and push) drove $XXX,XXX in attributable revenue, representing X% of total eCommerce revenue.
Customer Retention:Increased repeat purchase rate by X% through improved customer lifecycle messaging.
ROI Across Channels:Achieved an overall ROI of X% across all marketing efforts.

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

1. Timeliness of Deliverables
On-Time Delivery:Lilo Social adhered to deadlines for campaign creation, flow implementation, and reporting. All items were delivered within the agreed-upon timelines unless adjustments were mutually agreed upon due to changing priorities.
Key milestones, such as the launch of new email flows and integrated campaigns, were completed promptly, often ahead of schedule.
Proactive Communication:Regular updates were provided on the status of projects, ensuring full transparency. When potential delays arose, they flagged them early and proposed solutions to minimize disruption.

What was your primary form of communication with Lilo Social?

• Virtual Meeting
• Email or Messaging App

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

Tailored and Data-Driven Strategies:

Lilo Social's ability to craft strategies that were not only tailored to our brand voice but also heavily informed by data stood out. Their approach blended creativity with analytics, ensuring that every decision was supported by measurable insights.
Proactive Innovation:

They demonstrated a forward-thinking mindset by regularly introducing fresh ideas and innovative approaches. For example, they proposed unique campaign concepts and flow enhancements that aligned with our goals while staying ahead of industry trends.
Customer-Centric Mindset:

Their deep understanding of our audience and focus on delivering personalized, relevant messaging across channels was exceptional. This led to a noticeable improvement in engagement metrics and customer satisfaction.
Seamless Multi-Channel Integration:

Lilo Social excelled at creating cohesive campaigns across email, SMS, and push notifications. The seamless integration ensured consistent messaging while maximizing the reach and impact of our marketing efforts.
Attention to Detail:

Every deliverable—from email designs to SMS copy—reflected meticulous attention to detail, maintaining a high standard of quality that resonated with our audience and strengthened our brand identity.

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

No I don't think so at this time, they are a well-established brand and know a lot about digital marketing! Highly recommend working wth them 

BACKGROUND

Please describe your company and position.

I am the Business Development Director of Maximum Slim

Describe what your company does in a single sentence.

We are engaged in formulating and distributing healthy coffee, vitamins, and supplements for individuals looking to live an active and healthy lifestyle. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Tequila Sunrise to accomplish?
Email Marketing

SOLUTION

How did you find Tequila Sunrise?

Online Search

Why did you select Tequila Sunrise over others?

High ratings

How many teammates from Tequila Sunrise were assigned to this project?

2-5 Employees

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

• Handcraft email marketing campaigns at every prospect and customer touchpoint to increase conversions and boost your bottom line without spending a dime on paid traffic. 
• Create a cohesive SMS Marketing strategy using cutting-edge data to send the right message at the right time. 
• Provide recommendations to improve our email marketing campaigns. 

RESULTS & FEEDBACK

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

They have increased email revenue by 70%

Increased our open rates by 105%

Increased our conversion rates by 85%

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

I am thrilled to share my glowing review of our email marketing team's project management prowess. Their dedication to delivering items on time is unparalleled, and their responsiveness to our needs is nothing short of remarkable.

From the moment we engaged with them, they demonstrated an unwavering commitment to meeting deadlines. Every project milestone was met with precision and punctuality, ensuring that our campaigns launched seamlessly and on schedule. Their meticulous planning and execution have been instrumental in driving our company's success.

What truly sets them apart is their exceptional responsiveness. Whenever we had a request or needed assistance, they were there, ready to spring into action. Their ability to address our needs in a timely and efficient manner has been invaluable, allowing us to stay agile and adapt to changing market conditions with ease.

Moreover, the quality of their work is simply top-notch. From crafting compelling email copy to designing eye-catching visuals, every aspect of their output reflects their professionalism and expertise. Their attention to detail ensures that our campaigns not only meet but exceed our expectations, consistently delivering outstanding results.

In essence, our email marketing team's project management capabilities are indispensable to our company. Without them, we simply couldn't run our operations as smoothly and effectively as we do. I wholeheartedly recommend their services to any organization in need of exceptional project management for their email marketing endeavors.

What was your primary form of communication with Tequila Sunrise?

Email or Messaging App

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

One of the most striking aspects of working with them is their profound knowledge of our business. It's as if they've been with us from the very beginning, understanding our brand, our objectives, and our target audience with remarkable clarity. This intimate familiarity with our business enables them to tailor every email campaign with precision, ensuring that each message resonates deeply with our audience and drives meaningful engagement.

What truly sets them apart, however, is their boundless creativity and innovative ideas. Time and time again, they have presented us with concepts that surpass anything we could have imagined. From captivating subject lines to visually stunning designs, their creativity knows no bounds. It's like having a dedicated in-house marketing agency and design team rolled into one, only better.

What's even more remarkable is how seamlessly they integrate with our internal staff. They don't just feel like an external vendor; they feel like an integral part of our team. We trust their judgment and expertise implicitly, knowing that they always have our best interests at heart. Their level of commitment and dedication far exceeds what we could achieve on our own, and it's a testament to their professionalism and passion for their craft.

In summary, our email marketing team is more than just a service provider; they're a strategic partner who adds immense value to our business. Their unparalleled knowledge, creativity, and dedication have elevated our email marketing efforts to new heights, and we couldn't be more grateful for their contributions. I wholeheartedly recommend their services to any organization in search of a truly exceptional email marketing team.

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

No.  We are truly satisfied. 

BACKGROUND

Please describe your company and your position there.

Our company operates as a holding company. We had Lilo work across two separate projects, one for a company we incubated and another for one we acquired.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Lilo Social?

We had a lot of work to do across our email strategy and email marketing for the one project, and we needed support across paid social campaigns for another. Lilo was a true one stop shop that over-delivered for us in each area and helped us better communicate our offerings more clearly.

SOLUTION

How did you select this vendor?

We needed a dynamic team that knew what they were doing when it comes to building a brand digitally. Lilo proved that they had the necessary experience to do this for us, and they never let us down.

Describe the scope of their work in detail.

Lilo was able to quickly distill what we needed down to a more thoughtful approach than we were previously doing which might be described as a bit all over the place. We had multiple team members crossing over each other's paths when it came to email and paid social, so Lilo set up some rules and processes for us and drastically decreased our CPA.

What was the team composition?

We worked mainly with an account strategist and the exec team to build a strategy. Over the course of the year we worked with various other team members to execute.

RESULTS & FEEDBACK

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

Our CPA halved in cost in the first 2.5 months of working with Lilo. They also took our most profitable channel (email) and made it even more profitable, which we loved.

How effective was the workflow between your team and theirs?

It was great. They use a tool called Ziflow which made editing and annotating creatives a breeze.

What did you find most impressive about this company?

They were one step ahead of us. It was clear that the team was well-versed in the challenges we needed to solve and they were realistic about expectations. I liked that they provided us with true benchmarks rooted in real data.

Is there any area for improvement or anything that could have been done differently?

Not really, the delivery and communication was great.

BACKGROUND

Introduce your business and what you do there.

I’m the managing director of L'Couture, a women’s lifestyle brand.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Lilo Social?

We wanted to hire a growth agency.

SOLUTION

What was the scope of their involvement?

Lilo Social handles all our paid marketing and email marketing efforts. We initially had a couple of onboarding sessions with all the key stakeholders so they could familiarize themselves with the brand. Then, they started working on our paid marketing approach. They focus on Facebook, Instagram, and Google. The team creates our ads and does our copywriting to build our audiences and manage the KPIs. Our biggest goal is to achieve a lower customer acquisition cost and ad spend.

On the other hand, they do our email marketing using Klaviyo. They build the audiences for our email, send 2–3 emails a week, and manage the click-through rate, open rate, and more. Lilo Social also works on setting up all of our pop-up ads on our e-commerce site to make sure we’re capturing customers. 

Additionally, Lilo Social has created landing pages for us. When customers click on the ad, they go to a landing page versus the website

What is the team composition?

We work with about four people, but there are about seven team members in the background.

How did you come to work with Lilo Social?

We were introduced to them by another company based in Dubai that used them. We went with Lilo Social because they were a full-growth agency. Most paid ad agencies only run paid ads; they don’t look at anything else. However, Lilo Social offered 360 services, so they had a level of accountability. Additionally, they were responsive and easy to work with.

How much have you invested with them?

We’ve probably spent around $500,000.

What is the status of this engagement?

We started working with them in June 2022, and we’ll continue to partner with them for the foreseeable future.

RESULTS & FEEDBACK

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

In general, the results have been really strong. Our biggest success is a lower customer acquisition cost. Also, the ROI has been steady at 200%, which is really important. For Black Friday and November, the biggest month for us, they were even able to beat it.

How did Lilo Social perform from a project management standpoint?

They perform well; we do everything through Slack and Notion. Although there’s a nine-hour difference, everything is very streamlined. Moreover, they offer guidance to us. If we have questions about how to do something, they’re more than willing to answer, even if it’s outside their scope. They’re a true partner.

What did you find most impressive about them?

They’re genuinely committed to growth. Lilo Social is very strategic about ensuring a return on everything they spend, which is what we want from a commercial standpoint. Secondly, they’re just nice to work with. The team is open and transparent; we have a good working relationship.

Are there any areas they could improve?

No, I can’t think of anything. We’re quite happy with them.

Do you have any advice for potential customers?

Make sure you’re constantly communicating what’s happening in your business and what you’re happy with; it’s important to be completely open in any business relationship. The more you share, the more you’ll get back.

BACKGROUND

Please describe your company and your position there.

I'm the owner of a small novelty pin and game company. I manage all day to day operations including marketing

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Lilo Social, and what were your goals?

We hired Lilo Social to get our Facebook, Instagram, and Google ads under control after struggling with several other marketing firms. We'd been paying too much for inconsistent results. Lilo pitched us newsletter and SMS creative and management and we added those as well.

SOLUTION

How did you select this vendor and what were the deciding factors?

I interviewed 4 digital marketing agencies (having worked with three others in the past). Lilo was clear, didn't over promise, and seemed confident and competent. Their price was a little lower than other options, but that was not the deciding factor.

Describe the scope of work in detail, including the project steps, key deliverables, and marking tools used.

Lilo ramped up quickly - taking over our current campaigns and designing lots of new newsletter templates. Within 2 months they had stabilized our marketing spend and were getting results. They also dove into our financials with me to help figure out our goals and keep them updated as the holidays approached.

How many resources from the vendor's team worked with you, and what were their positions?

I work directly with one of the owners and a project manager, with other team members contributing design, copywriting, and strategy. I've never had to figure out who to talk to about a problem - they work as a team and clearly communicate with each other well.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

To keep it simple: I need a 10%+ profit to make my company work and Lilo helped me take our monthly budgets and projections and turn them into goals for ROAS, newsletters, etc. so that we meet those goals consistently. When we don't meet goals, they are proactive and never make excuses - they just come up with new things to test and make them happen. Is less stress a measurable outcome? if so, that's the key one for me.

How effective was the workflow between your team and theirs?

We got more than we bargained for with Lilo: they are on top of every aspect of our social media ads and newsletters, but they also are a real pleasure to work with. They've stabilized our media spend and they give clear feedback to me and take feedback from our staff without friction.

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

They are far more humble than any marketing team I've worked with, especially considering the level of skill they display. They allow me to focus on the many other aspects of our business – I know they have our marketing in hand and I know they will not hesitate to tell me when there are issues I need to weigh in on.

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

Occasionally, I need to tweak copy to get the voice of our company just right. When I have an area I want them to improve I tell them and they respond quickly and without blame or excuses.

BACKGROUND

Please describe your company and your position there.

I am the Founder and GM of the business. Because we are so new, I handle everything from developing our creative to implementing CRO tests, email campaigns, product fulfillment, CX, etc.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Lilo Social, and what were your goals?

We needed to build a predictable and robust DTC revenue engine. I worked closely with Lilo's team to build our entire paid media program from scratch. We set up our creative and reporting process, determine the best channels to start with, and executed on the plan. They were truly partners in every way. We ended up building the business almost entirely on Meta, and began layering on email campaigns.

SOLUTION

How did you select this vendor and what were the deciding factors?

We initially considered Lilo because of their stellar reputation. We had a call and I immediately knew they were the right partner. Understanding and knowing platforms is almost a commodity-what sold me on Lilo was their flexibility, broad range of expertise, and fantastic roster of clients. I also was impressed that we were speaking directly with the founder, who has personally led the engagement.

Describe the scope of work in detail, including the project steps, key deliverables, and campaigns.

They ran an audit of our analytics, email and ad account and proposed a plan that prioritized focusing on paid Meta campaign, with the option to expand channels into affiliate and eventually email campaigns. We then brainstormed on different kind of creative to experiment with, the appropriate budgets, testing allocation, and parameters needed to arrive to our (aggressive) target CAC. Every week, they monitor the ad account and report back with insights. They've also taken the initiative to mock up emails and affiliate ideas as we began exploring the possibility to expand beyond paid media.

How many people from the vendor's team worked with you, and what were their positions?

As the GM, I worked with them and brought in a director of growth from a partner brand. On their end, I worked directly with one of the founders as well as one of his team members. For better or worse, I slack them all day, and the founder and I speak on almost daily basis, usually over the phone and occasionally on weekends.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Within 4 months of launching, we had hit $1MM run rate. We've also managed to build an entire paid media program, which continues to exceed our very aggressive CPA goals. Their deliverables are always fantastic, and their work continues to exceed expectations.

Describe their project management style, including communication tools and timeliness.

Their team is very communicative. We meet on a weekly basis, but they also have a shared slack channel, which we use multiple times a day. I also speak to the founder on the phone almost daily, including weekends...They're usually very quick and flexible when developing deliverables, and are quick to address last minute requests. Sometimes, it feels like I'm their only client, and for better or worse, it's easy to forget that we're not!

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

It's almost the standard to praise them for industry knowledge and professionalism. What sets Lilo apart is their willingness to roll up their sleeves and become partners. Having been on the agency side, I am constantly shocked by how good at they are making us feel like we are their only client, and how they seem to genuinely care about our business. There are thousands of great agencies that can help strategize and execute, but this is the first that truly feels like a part of the team.

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

Honestly, no. Nothing comes up.

BACKGROUND

Please describe your company and your position there.

I'm the director of marketing at an eCommerce apparel company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Tequila Sunrise?

We hired Tequila Sunrise to create email flows and campaigns on Klavyio.

SOLUTION

How did you select this vendor and what were the deciding factors?

They were recommended.

Describe the project in detail and walk through the stages of the project.

We did the package of about 6 flows and ~10 campaigns.

How many resources from the vendor's team worked with you, and what were their positions?

We worked mainly with the service agent who would relay designs and copy ideas. We worked with a strategist maybe 2~3 times over a year

RESULTS & FEEDBACK

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

The flows they created simply didn't work. They created a Sunset flow that never triggered once. The welcome flow also had bad logic so tons of profiles never got out brand's messaging. After we first had them configure the flows there was never a review to see if they were working. We continue to find errors in their configuration now that we have moved on. But the opportunities and revenue lost over from their work is outstanding.

How effective was the workflow between your team and theirs?

In our initial meetings we were told we'd be working with a North American rep. That did not happen. The rep we worked with was nice, but she was clearly overwhelmed with all the clients they must be trying to juggle.

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

Some of the designs of the campaigns were good. However, it looks like they improved their designs since we started working with them. They added very little brand customization.

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

I asked repeatedly for their overall strategy for our brand and was met with silence. Also asked for their copywriting guide to see why they often missed our brand's voice. Looking back on it I imagine they didn't have a process in place. At the very least, they should review the performance of flows based on the flow's triggers, not overall performance. They should also map out the customer journey and get on the same page. If your brand is trying to tell a story, this is not the agency you want.

UPDATED REVIEW

The vendor responded on November 2, 2022.

Hi Warren,

You began working with us April of 2021 and, after signing on for multiple projects.

Your Sunset flow was set live on January 25th, 2022. 
 There were miscommunications and scope-creep, including an admission that your team did not hold up their end of the bargain to allow us to do our work properly as agreed. 

From the client: “No worries. To be honest, my email probably came off more curt than it should have. It's on me and my side for not putting more into working with EA. We are interested in continuing, I just want to make sure that we don't have an empty campaign calendar, which has been consistent all summer and has surely cost us (tens of) thousands; the majority of the issue is that internally my team never had a full fleshed out strategy, but we are working on it.”

From our team: “I’ve confirmed that the first package (initial flow set up + campaigns) does not have monthly strategic ops, CRO testing, monthly maintenance, and monthly strategy calls to plan for the succeeding months yet as these are typically inclusions and/or additions to our retainer packages.”

We made the exceptions to waive many fees – 
 Management fees: $500 x 5 months = $2,500 + overtime.
 Edit Hours: 52 hours x 75 = $3,900
 Total waived: $6,400

We hopped on many calls to address your contradicting concerns. You would ask for something to be done, then say the opposite in the next sentence. You were incredibly rude to our team (this was noticed and aired by multiple members). 

We sent many progress reports with how well the emails were performing and received your buy-in and agreement. So we are baffled as to why you are leaving us this review as opposed to mentioning this earlier.

BACKGROUND

Please describe your company and your position there.

I started PEDAL industries a few years back. At the time, I did everything. Slowly I've replaced myself with everything but the Email component. I enjoy creating content, but my strategy and tactics have cost me a lot of customers and time and money. Rookie mistakes.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Tequila Sunrise, and what were your goals?

The challenges are many: rewrite all my flows, reformat the the flows, create new engaging segments, and most importantly reengage thousands of customers who have been suppressed.

SOLUTION

How did you select this vendor and what were the deciding factors?

We were referred by a trusted friend and mentor.

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

We initially reviewed our current strategy and then the team dove into the mechanics of what we were doing with email. We learned we were firehosing our customers and need to create segments based on engagement. We also needed to update our email templates. We also revisited all the flows and reformatted and set up new triggering events.

How many people from the vendor's team worked with you, and what were their positions?

We worked directly with Karly, the founder.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Average engagement has gone from 20%, to 40%. Some campaigns have seen engagement over 60%. It is still too early to determine the effects on revenue, but we are hoping to double our sales via email and feel we are on the right track... from 20% of ecomm sales to 40%. That's a big goal, but we have a lot of areas we can improve.

Describe their project management style, including communication tools and timeliness.

The style is hands on, with live zoom calls to go over the scope and required work to be performed on our end. All questions we handled patiently and answered thoroughly.

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

The knowledge and expertise was what you would expect from a leader in this industry, but what made it so impressive was that they had empathy for our situation and the ability to quickly bring us to a new level of performance.

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

Nope. Great people.