Rejoiner

BACKGROUND

Please describe your company and position.

I am the Sr. Marketing Manager of Freethink Media

Describe what your company does in a single sentence.

A collection of online publications that cover science, technology, philosophy, entrepreneurship and more with written and video content that educates our audience about our changing world.

OPPORTUNITY / CHALLENGE

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

• Email Marketing
• Audience Engagement
• Growth Marketing

SOLUTION

How did you find Rejoiner?

• Online Search
• Other

Why did you select Rejoiner over others?

• Pricing fit our budget
• Great culture fit
• technical capabilities

How many teammates from Rejoiner were assigned to this project?

2-5 Employees

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

We decided to work with Rejoiner so that we could take advantage of more robust and customizable email marketing reporting capabilities. Their team was very thorough in asking us what our goals were and how they could help. Rejoiner's onboarding process included: 

1. An audit of our current email marketing strategy & current subscriber lists 
2. Exporting our current subscriber lists, cleaning, organizing and importing them into the new system 
3. Working with our website dev team to connect the new system to our online forms & passing custom metadata 
4. Building out newsletter templates 
5. Building out automated subscriber journeys 
6. Training our team on how to use the platform in the most efficient way 

From there, they have provided ongoing support for any technical questions and ongoing support to help us meet any of our marketing goals.

RESULTS & FEEDBACK

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

Rejoiner has a better understanding of email marketing from a technical perspective so our audience / subscriber lists are much healthier than before. Even with 7+ unique weekly newsletters that we manage, our open rates are consistently around or above 30%. We no longer have to manually clean our list of bad contacts or inactive subscribers. 

Rejoiner has given our team greater efficiency in our email marketing workflow. With more reporting and segmentation options, we have been able to cut back on the time it was taking us to manually report on the success of our newsletter products.

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

Rejoiner has been very hands on and very knowledgeable throughout the entire process. They respond quickly to our questions, offer new and better suggestions, and never hesitate to jump on a call to talk through a problem or idea. No chat bots, no canned responses – they are knowledgable marketers that want to help you achieve your goals.

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?

Rejoiner has a very deep and thorough understanding of email marketing from both a technical perspective as well as a strategic one. The founder is very passionate and knowledgable and that shows through the tool they've built.

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

Our email marketing needs are fairly unique and the transition away from our old platform took a while but that was mostly our fault. It was a larger undertaking than we realized but they worked diligently with us on any and all questions we had throughout the process.

BACKGROUND

Please describe your company and your position there.

I’m the CMO at the Association of Executive Search and Leadership Consultants (AESC). Our BlueSteps career membership service positions senior leaders for the best board & executive roles.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

Build our onboarding welcome journey for our membership service. And fix our technical deliverability issues. Our deliverability became so poor that we were on the verge of getting blacklisted. So we needed to fix our broken sender reputation. We also needed our onboarding journey to perform well to increase our key customer acquisition KPIs.

SOLUTION

How did you select this vendor?

We selected Rejoiner after researching and speaking to many other providers. We loved that Rejoiner specialized in e-commerce and was a great fit for a subscription service like ours. We also needed a service that could not only provide the platform but also help us create the most compelling, optimized email campaigns possible.

Describe the scope of their work in detail.

They built our welcome journey & worked closely with our technical team to help us migrate our in-house email marketing tool. We had a complicated set-up because our onboarding process to our membership platform is complex, so we have different tags with a lot of metadata throughout the process so customers can get the right sequence triggered at the right moment. It’s an atypical set-up, but Rejoiner’s technical team was able to advise us all the way through.

What was the team composition?

We met with Tina & Sascha regularly in the beginning to work through our technical challenges. Then Tina, our Customer Success Manager, continued to help us with our strategy for our automation.

RESULTS & FEEDBACK

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

Our deliverability issues were solved from their new technical set-up and IP warming of our domain. Our open rates increased substantially. And our onboarding/welcome sequence got: 75% open rate, 8.2% clickthrough rate. (And 0% unsubscribe rate).

How effective was the workflow between your team and theirs?

Rejoiner was very responsive in Basecamp. Working with the team was easy and enjoyable–any meetings always yielded immediate solutions and tangible results.

What did you find most impressive about this company?

I like their dedication to their clients. We are a relatively small organization. Some agencies or vendors unfortunately can make you feel like. Rejoiner always makes us feel like a top priority and really understands our business goals. We view them now as a true strategic partner.

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

We are very happy with the results we are seeing with the Rejoner team. We just look forward to having them on our side for the long haul so that we can run the best email marketing campaigns possible and continue to provide high value to our customers.

BACKGROUND

Please describe your company and your position there.

I’m the Founder of Ninja Mountain Bike Performance. We sell mountain biking gear & jump ramps, and we host mountain biking clinics in 36 US states.

OPPORTUNITY / CHALLENGE

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

We hired Rejoiner to build our email marketing automation from scratch, so we could capitalize on lead generation leads that we were gathering from Facebook Ads. They built our lead capture and abandoned cart automations. And they built us a new branded newsletter template so we could create & send broadcast newsletter emails easily. We wanted to increase email marketing attributable revenue to $35k per month.

SOLUTION

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

A google search yielded a variety of ‘experts’ in the email marketing arena. I contacted the 3 with the most compelling product offerings. After a call with Mike at Rejoiner, it was clear they had a solid understanding of my goals and the expertise to achieve them. They promptly outlined a reasonably priced plan to get us on track.

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

They built our automated Winback campaign, and later optimized it. They built our automation Facebook opt-in / Welcome sequence. They built our Abandoned Cart sequence. And they designed & coded our drag-and-drop newsletter template for all of our broadcast campaigns.

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

We worked with Greg Elizondo as our Customer Success Manager. Sascha helped us with the technical onboarding pieces. We spoke with Shannon Gray from the creative team. And Adrian developed our emails and email template.

RESULTS & FEEDBACK

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

Our goal when we kicked off was $35,000 per month, and over the last 30 days we pulled in $35,614 from email ! We hit the target almost exactly and exceeded it slightly. Very happy

How effective was the workflow between your team and theirs?

The workflow was easy. We met often early on as we worked through the right strategy for our unique business model. Then, once the automations + newsletter template were built, managing the email marketing channel became easy and we didn’t need as much communication / back and forth. Their team has been available for technical and strategic support whenever questions have popped up.

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

They really feel like an extension of our team. Top-notch professionalism with on-time, on-target quality deliverables. They did what they say they were going to do when they said they were going to do it. True experts in ecommerce email marketing.

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

No

BACKGROUND

Please describe your company and your position there.

I am the Director of Marketing for Worthington Direct, a educational and commercial furniture dealer. We go to market via eCommerce and direct mail catalogs.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

We hired Rejoiner to assist in our email marketing channel. They provide creative and development of weekly email broadcasts as well as occasional subscriber maintenance.

What were your goals for this project?

We wanted to improve our email reputation and maintain regular contact with our email subscribers.

SOLUTION

How did you select Rejoiner?

We felt that Rejoiner had a complete team for creative and deployment and also experience with Magento Commerce.

Describe the scope of their work in detail.

They provide creative and development of weekly email broadcasts as well as occasional subscriber maintenance.

What was the team composition?

Their team provides creative and development of weekly email broadcasts as well as occasional subscriber maintenance.

RESULTS & FEEDBACK

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

We have greatly improved our email reputation and have been able to track revenue increase via our email marketing channel over the past year.

How effective was the workflow between your team and theirs?

They are easy to work with and are quick to respond to issues or questions. We use Basecamp to coordinate our efforts.

What did you find most impressive about this company?

I am impressed by their ability to take a fairly short brief and transform it into a complete email piece. They are able to write copies and make effective decisions without needing micromanagement.

Are there any areas for improvement?

Rejoiner was not the most cost-friendly agency available, but you get what you pay for and we are happy with the results so far.

BACKGROUND

Please describe your company and your position there.

PrintGlobe is a B2B e-commerce site selling over 9K promotional products. I manage the online marketing efforts & oversee agency performance.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

Triggered email automations from browse & cart abandonment campaigns. Broadcast/newsletter program

What were your goals for this project?

We've struggled with email marketing inhouse for many years and understood that we were missing out on opportunities by not remarketing visitors this way. Started working with Rejoiner on Cart Abandonment & Browse Abandonment campaigns and had instant successes.

SOLUTION

How did you select this vendor?

Numerous interviews with various agencies and while they all had similar pitches, Rejoiner definitely stood out! The team @ Rejoiner really sold us on the partnership and have continued to be a valued partner.

Describe the scope of their work in detail.

• Rejoiner emails have influenced ~19% of total site revenue over the last year
• Rejoiner handles: Triggered email automations, maintenance, and testing, Broadcast/newsletter program, List hygiene and sender reputation quality control

What was the team composition?

Strategist/Project Manager, Lead Developer, Designer

RESULTS & FEEDBACK

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

Rejoiner emails have influenced ~19% of total site revenue over the last year

How effective was the workflow between your team and theirs?

Extremely streamlined. Rejoiner utilzes Basecamp for all communication. Basecamp has been great for organizing all our conversation threads & strategies. They're extremely responsive & quick to act on our suggestions or seasonal marketing needs.

What did you find most impressive about this company?

I've been blown away about the level of service Rejoiner has provided. Hands-on team really tuned in to our business message and unique industry terminology to develop high-quality emails each & every time.

Are there any areas for improvement?

They're hitting on all points with us, I have zero complaints.

BACKGROUND

Please describe your company and your position there.

Worked as the eCommerce Experience Manager for one of the oldest pen manufacturers in the world. While in that position, I managed all aspects of the eCommerce user experience for Cross, Sheaffer, and Cross Corporate Gifts websites, including site layout and content, landing pages, promotions, QA, and managing 3rd party vendors: developers, PPC, SEO, product reviews, personalized retargeting, and email.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

Previously using Rejoiner at FootJoy, I knew they would be the right partner to get A.T. Cross' e-mail program turned around. They were utilizing an ESP that was built for banks and credit unions, not e-Commerce.

What were your goals for this project?

Our goals for this project were to grow email revenue, increase e-mail CR, and grow our email list.

SOLUTION

How did you select this vendor?

My past experience with Rejoiner made me know that they would be the right partner. With such a small eCommerce team, we always looked for cost-effective white-glove services.

I knew Rejoiner would be able to help us with all phases of email marketing: overall strategy, design, and development of emails, tracking, and more.

Describe the scope of their work in detail.

The Rejoiner team handles all things email. Across multiple locales and businesses (US D2C, EMEA D2C, and EMEA Wholesale), they helped get the A.T. Cross email program back to optimum performance.

They were scoped to deliver overall email strategy, design and code email broadcasts and automated lifecycle emails, provide list cleanings of current email subscriber lists, deploy 10-20 broadcast emails per month, provide email reporting, and set up necessary tracking.

What was the team composition?

Mike and Jeff led overall email strategy. Karina and Sascha handled any technical issues. Jeff handled all day-to-day connect across both US and EMEA. Since the team was across US and EMEA, we met bi-weekly to keep up to date on the latest status.

RESULTS & FEEDBACK

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

Firstly, the Rejoiner team helped get our subscriber list under control. A.T. Cross had over 250K subscribers on their email list, over 75% of that list was unengaged.

Next, they helped build out our lifecycle email automation: welcome series, abandon cart, and browse abandonment. Then we developed a working process to push out 10-20 broadcast emails, on a weekly basis.

While doing all of this, they helped us navigate the tricky waters of GDPR compliance and process. With all of the actions taken above, we reduced 76% of volume while increasing engagement rates, increasing attributable last-click revenue by 35.29% YOY and increasing overall the overall email conversion rate by 112% YOY (2.34% to 4.87%). 

How effective was the workflow between your team and theirs?

The workflow was great. We used Uberconfernce for our bi-weekly calls, so they could screen share if needed. Any communication outside of our meetings was handled through basecamp. Their responses were always lighting fast - it's one of their best qualities.

What did you find most impressive about this company?

The Rejoiner team understands email - from beginning to end. And they're able to help at all points, strategically, tactically, and on the operational level. Everyone we've interacted with was incredibly knowledgeable and always willing to help. They're easily my favorite vendor I've ever worked with.

Are there any areas for improvement?

In all honesty, no. The whole Rejoiner team is amazing. They always provided top-notch work. With such a small team, the help they provided was immeasurable.

BACKGROUND

Please describe your company and your position there.

Triumph is one of the world’s largest intimate apparel companies. It enjoys a presence in over 120 countries with the core brands Triumph® and sloggi®. As Senior Brand Marketing Manager for Triumph Australia and New Zealand, the AUNZ region we have engaged Rejoiner as partners since 2017.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

In the initial stages our Dev agency recommended the Rejoiner team and services for triggered campaigns relating to Cart Abandonment.

We engaged the team to provide the services of behavioural automations, to reduce cart abandonment and increase our interaction/touchpoints with engaged users and increase CVR.

What were your goals for this project?

Our email marketing strategy was a blanket approach to all comms, all customers. We also wanted to:

• centralise and streamline all our customer data
• take our email marketing to the next level with full understanding of the customer lifetime value and personalise our approach
• increase triggered automations
• develop strategies for our customer segmentation

For this reason we increased our working relationship in May 2019 to be the primary ESP for the brand

SOLUTION

How did you select this vendor?

After working with a number of ESP from European and local markets, we reviewed the alternative options and after recommendation, we selected Rejoiner. As a phased approach we started with behavioural automations (Cart Abandoment) first and recently engaged the team to act as full ESP.

Describe the scope of their work in detail.

Rejoiner help us to optimise our email channel. Always a strong channel for the business, we needed help to streamline of data sources from multiple touch-points into a platform that delivered the full life-cycle overview + strategic and segmented insights + creative execution and deployment.

What was the team composition?

We work directly with Mike, the Founder and Lead Strategist for Rejoiner. The Rejoiner Team specialists provide support in the relevant focus - interface, strategy, creative & copy writing areas. From our side we have Ecommerce and Digital Marketing Specialist to manage the execution of the strategies.

RESULTS & FEEDBACK

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

Since partnering with Rejoiner, in early 2017. we have expanded the scope of work to encompass all email marketing, list management and strategic consulting. We have moved to the 2.0 iteration of the platform.

Some key metrics include:

• Last-click attributable revenue from email is up ~39% overall YOY
• Email has grown to Triumph's #1 source of last-click revenue
• CVR% of traffic from the email channel is up by 8%

How effective was the workflow between your team and theirs?

The timeliness of the team is amazing. We connect fortnightly via a call to track objectives, review performance and plan strategies. All other comms are seamless and managed via Basecamp comms.

What did you find most impressive about this company?

The team is amazing; they're experts in their fields and knowledgeable in developing innovative strategies and implemention.

Are there any areas for improvement?

We are always learning what works for us as a business and how we can improve. There has been areas that we needed support on; what is great about the team at Rejoiner is that their support is guaranteed.

BACKGROUND

Please describe your company and your position there.

I am the Editorial and Communications Lead at H.V.M.N. We make nutritional products for the US Military, professional athletes, and everyone in between. At the company, I head all email, content and PR efforts. I'm responsible for growing and maintaining our email and content channels, while ensuring our company story is also told in the wider press.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

Email communication is vital to any successful consumer brand. We saw an opportunity and need to grow this channel, but didn't have the resources or expertise to do it in house. Creating, developing and sending email is extremely complex and time-intensive, not to mention all the analytics that need reporting for all those sense.

We wanted to create a top-notch experience for our customers via email and saw an opportunity to communicate our brand, products, and mission to customers with our email channel. We turned to Rejoiner to lead not only the technical aspects of the channel, but the strategy as well.

What were your goals for this project?

Our goals for this project were to grow the size of our email list, increase conversions, and maintain a healthy and engaged subscriber base. If accomplished, the business impact would be immense—email is unquestionably one of the most powerful ways to communicate with customers. We knew email would help us become an internationally-recognized brand.

SOLUTION

How did you select this vendor?

Our VP of Growth and Engineering spent countless hours finding the right email partner. We combed reviews. We tapped confidants. We interviewed dozens of potential partners before finally realizing Rejoiner was the perfect fit.

Deciding factors included Rejoiner's platform (easy to use, all data available in one place), the expertise of the team, and vetting current Rejoiner customers who couldn't have been happier with the service.

Describe the scope of their work in detail.

We engaged in a partnership with Rejoiner that would entail the company designing, developing, sending, and reporting on all our emails. Essentially, our entire email program runs through Rejoiner. They are responsible, obviously, for all the technical aspects of the email create but I cannot speak enough about their ability to inform our email strategy. While that wasn't illustrated explicitly in the scope of work, it's something invaluable to our email channel currently. I am the head of our email program; I develop strategy, ideate what types of emails we'll send, write those emails, report on the metrics and essentially, manage our entire email channel from the top down. Rejoiner has been instrumental in this entire process. One specific campaign that illustrates our working time together is the launch of our new products. We wanted to create a series of 12 emails that'd be sent to different segments of our list on a rotating basis. It was quite complex. Rejoiner informed our strategy on when to send these emails. Rejoiner also was quick in the development of these emails which was also complex, including different conditionals, images, and moving parts. Rejoiner worked extremely efficiently, was flexible when last minute changes needed to be executed and was reliable anytime we needed consultation on the strategy of the project. Overall, this complex project illustrates Rejoiner's capabilities both from team execution and platform standpoints.

What was the team composition?

We had complete coverage from Rejoiner's team. Mike was involved from a strategic perspective. Karina was an expert at project management and technical issues. Shannon was an extremely good designer. Between these three members of Rejoiner's team, I felt confident about the work being executed.

RESULTS & FEEDBACK

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

This particular project was a pre-sale launch, resulting in several hundred orders of the products. Opens, clicks, and other important email metrics were also high, illustrating smart strategy, eye-catching design, and an engaged audience. Results exceeded expectations. Customers were excited at the opportunity to purchase products before they launched.

How effective was the workflow between your team and theirs?

Workflow between H.V.M.N. and Rejoiner has been airtight since the start of our partnership. Project management from Rejoiner's side is always timely, courteous, professional and efficient. We meet weekly, and they're always available either via Slack or through Basecamp. Feedback was always implemented quickly. We have a relationship with Rejoiner where our creative process is an open dialogue; we communicate and iterate to make the best possible projects.

What did you find most impressive about this company?

From top to bottom, Rejoiner has continued to exceed expectations. The combination of creativity, project management, and strategy has been unparalleled. Other vendors don't seem all that interested in our success as a company. They simply clock in, do the work, and clock out. Rejoiner is the complete opposite. They're invested in H.V.M.N. doing well, and the quality of their work showcases that. Rejoiner has helped our company succeed.

Are there any areas for improvement?

From a high level: no. As mentioned, all aspects of the platform have been executed at a high level. We sometimes struggle with wanting to implement more complex email designs, but I'm not sure how much of that falls upon Rejoiner.

BACKGROUND

Please describe your company and your position there.

I am the Director of Marketing at a company called Momentous. We sell premium sports nutrition supplements. My role is to oversee our marketing department and strategy across content creation, social media, email, paid media, influencer marketing, and general branding.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Rejoiner?

We hired Rejoiner to help us improve our email marketing strategy and implementation. We were previously using Mailchimp and felt we were outgrowing their capabilities.

We wanted to use the Rejoiner Team's expertise and their platform to create a more streamlined, customizable approach to our email strategy that allowed us to segment our audience and keep our customers engaged for the longterm. We needed this to be scalable and easy for our internal team to manage.

What were your goals for this project?

We wanted to tackle two categories: low-hanging fruit and more complex segmentation. We wanted to make sure we weren't losing out on converting customers who were already interested in making a purchase from us, while also targeting those who needed more touchpoints from our brand before becoming a likely customer.

SOLUTION

How did you select this vendor?

We selected Rejoiner based on the feedback we heard from other Rejoiner clients as well as great online reviews. After taking several informational and demo calls from other services, we were the most excited about Rejoiner's team, their responsiveness and hands-on approach, as well as their ability to be agile and take our feedback as they develop new iterations and advancements in their platform.

Describe the scope of their work in detail.

We initially hired Rejoiner for two month's of onboarding and transferring our existing email program over to their platform. During that time, we improved our identification process, abandoned cart strategy, post-purchase email sequence, and ongoing newsletter template.

After the 2 months of close work with the Rejoiner team, they trained our internal team on how to use the platform and build more programs ourselves (should the need arise). Since that time, we've been managing the Rejoiner platform on our own, while still being able to reach out to the Rejoiner team when anything arises that we need support on.

What was the team composition?

We worked with several team members from Rejoiner. We had direct contact with the CEO through the demo and onboarding process. We were then assigned an account manager who is always incredibly helpful, responsive, and creative in her approaches to solve problems. We also worked with two other Rejoiner team members who helped us solve more technical challenges throughout the onboarding process.

RESULTS & FEEDBACK

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

Two strong results we're proud of in particular:

• We've improved our abandoned cart conversion percentage from approximately 8%-13% while using Rejoiner
• We have been able to increase our newsletter cadence while maintaining our open rate % (~20%) by providing beautifully crafted emails with a strong delivery strategy

How effective was the workflow between your team and theirs?

Incredibly effective. They use Basecamp as their project management tool, and I receive responses from them on my inquiries within the hour (and usually much faster). They're also always willing to hop on the phone and answer questions.

What did you find most impressive about this company?

Their team is very knowledgable, creative, and lovely to work with. I like that their team is still small enough to give you very hands on attention and take feedback to improve further iterations of the Rejoiner platform.

Are there any areas for improvement?

I'm really happy with this service.