Rejoiner

Please describe your company and your position there.

I am the CMO of Peak Design, a high-end product design company specializing in backpacks, bags, and photography gear.

For what projects/services did your company hire Rejoiner?

When we started, we were looking to increase website revenue through cart abandonment email marketing. As time went on, we worked with Rejoiner to greatly expand our post-purchase email strategy with a number of different campaigns and journeys.

What were your goals for this project?

Our initial goal was to increase website revenue by reaching out to website visitors who abandoned their carts. Eventually we added more goals: improve customer satisfaction, connect customers more deeply with our brand and mission, grow product reviews, and increase customer LTV.

How did you select this vendor?

They reached out to us and proposed their services, and the timing happened to be right for us.

Describe the scope of their work in detail.

Rejoiner builds and maintains our post-purchase and cart abandonment email system. They also guide our email marketing strategy and offer best practices and identify growth opportunities.

What was the team composition?

We work directly with their founder, who acts as our account manager and strategist. As the years have gone by, we've also worked with a handful of their developers who help us implement new campaigns, update existing campaigns, and troubleshoot issues. We communicate through Basecamp and the entire team is extremely responsive.

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

In 2019, our Rejoiner email campaigns brought in over half a million dollars in last-click website revenue. Factor in view-through revenue and general increased customer engagement, and we estimate that last year Rejoiner's campaigns were responsible for between $1-$2 million dollars in direct sales lift.

Our Rejoiner campaigns have extraordinary customer engagement...with AVERAGE open rates of around 70%. Customers respond to our post-purchase emails on a daily basis telling us how happy they are to learn more about our brand and design ethos.

While a lot of this success is attributable to our brand and products, it wouldn't be possible without Rejoiner's reliable service and strategic consulting.

How effective was the workflow between your team and theirs?

In short, very. We communicate with Rejoiner through Basecamp. Their team is exceptionally responsive to the barrage of requests we send them on an ad-hoc basis. The team has also been good to provide higher-level executive summaries and consulting when we request it.

What did you find most impressive about this company?

The degree to which their tools and capabilities have grown over the years. They continue to invest in their product and software. They continue to grow, yet they continue to provide a super close-knit level of service.

Are there any areas for improvement?

I wouldn't mind more proactive strategic guidance. They always provide great advice when we ask them to...moving forward I'd love them to proactively identify opportunities for us to improve.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Introduce your business and what you do there.

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

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. 

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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

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.