Harris Farm Markets drives 60x ROI and rapid SMS growth with Klaviyo
60x
Klaviyo ROI in H1 2026
8x
SMS click rate is 8x the email rate
58%
growth in SMS subscribers in Q2 2026
Harris Farm Markets is an independent grocer known across Sydney for fresh produce that's good for farmers, good for the environment, and good for their customers. They sell through their 33+ brick-and-mortar stores, their own ecommerce site and third party apps. Since migrating to Klaviyo in February 2025, they've used it as their B2C CRM.
Learn how Harris Farm Markets built a 60x ROI marketing engine on Klaviyo
Challenge
For 10 years, Harris Farm Markets ran email marketing on a legacy platform. As the team leaned harder into personalisation, matching offers to how often different customers actually shop in stores and online, segmentation and reporting became a real sticking point: building the audiences they needed, and then proving that those audiences drove revenue, took far more manual work than it should have.
"Segmentation and reporting were so much more difficult," says Alexander Chong, head of performance marketing at Harris Farm Markets.
Solution
In February 2025, Harris Farm Markets switched to Klaviyo. Chong migrated the account himself, with support from Klaviyo's onboarding team. "It was seamless," he says.
Since then, Harris Farm Markets has used Klaviyo to show the right offer to the right customer, and to tie marketing activity directly to revenue instead of guessing at its impact. Chong points to speed as one of the biggest shifts: ideas that used to get shelved because they'd take too long to build now make it to market.
Strategy
Since switching to Klaviyo, Harris Farm Markets has built a marketing strategy around personalisation, speed, and testing what's next.
- Personalising the path to repeat purchase: Harris Farm Markets built a welcome flow that nurtures new customers through their first 3 purchases with a graduated discount offer ($65 off a customer's second order, stepping down to $40 off their third), combining email and SMS into one connected experience. It's the first time the team has run a unified email-and-SMS journey for new customers, and the flow now earns 5.8x the revenue per recipient of a typical email campaign. Will Durrant, marketing and ecommerce coordinator at Harris Farm Markets, calls it the strongest flow in the account.
- Compressing hours of segmentation into minutes: With Personalisation (formerly known as Marketing Analytics), the team builds RFM-based lifecycle segments, automatically grouping customers into stages like Champions, Loyal, and At Risk, and pushes them straight into Meta in a few clicks, work that used to take hours of manual list-building.
- Growing a brand-new channel that's already outperforming email: SMS is still new for Harris Farm Markets, having launched in November 2025 as a flow-only channel. But early signals are encouraging: SMS subscribers grew 58% in Q2 2026 alone, and SMS is already outperforming email on click rate by 8x. "I think what excites me about the future for SMS at Harris Farm is just the opportunity to scale," Chong says.
Looking ahead, Chong puts real-time problem solving for customers at the center of Harris Farm Markets' next 1 to 2 years.
If you want to scale your marketing and keep up with what your customers need in real time, switch to Klaviyo, because it's one of the best decisions we've made from a business point of view.