With Cyber Weekend in the rearview and the new year just around the corner, the holiday shopping season has reached its peak—all the preparation and planning for the biggest quarter of the year has been done.
As we see the fruits of brands’ labor pay off during this critical time, it seemed like an appropriate time to highlight our fifth and final installment of this series.
In parts one, two, three, and four, we discussed how members of Klaviyo’s customer success team visited brands across the country to help them prepare for the holiday season. We affectionately called this “Project Elf”—Klaviyo’s Black Friday / Cyber Monday customer success task force.
In the weeks leading up to Cyber Weekend, customer success team members visited more than a dozen brands in-person to help them strategize for the highly impactful time of year.
In this final installment, we’ll highlight three different visits to see how these teammates worked with these brands and share what those customers had to say about the experience.
New York City-based brand, Dr. Brandt, is on a mission to create at-home skincare products that deliver results that mirror those of in-office cosmetic procedures. Dr. Brandt’s customer success manager, Trish Caffrey, met with the brand’s ecommerce manager and COO in-person at their office to review their current results and recommend some strategies for the upcoming Cyber Weekend season.
Since Dr. Brandt came to Klaviyo earlier in 2019, their email results almost doubled and the team was excited to continue the momentum into the holiday season and beyond. They discussed new flows to implement and their new customer nurture strategy.
What Dr. Brandt had to say about the experience:
"Trish has been very informative and presented the tool and future development in detail. Also, she’s been very knowledgeable. We started a few months ago but so far we can see an improvement, especially thanks to the fact we can better segment our emails to our database."
- Alexandre Venturino, chief operating officer, Dr. Brandt
Branded Bills specializes in made-to-order, full-grain leather hats, priding themselves on never compromising quality or customer service. Their customer success manager, Taylor Clark, made his way to the Branded Bills HQ in Tempe, Arizona to help their team prepare to hit their holiday goals, including doubling their Cyber Weekend revenue year over year.
Taylor spent time with the team mapping out their promotion strategy and schedule leading up to Cyber Weekend. They also discussed incorporating a giving back element into their promotions around the holiday season, as well.
What Branded Bills had to say about the experience:
"Taylor was able to provide us with a clear roadmap for our holiday campaigns. This has freed up our team to be able to focus on copy and quality content, rather than guessing what the best practice would be. Taylor has taken the time to review our account and provides us the new flows and campaigns to test monthly."
Dave Dickert, owner of Branded Bills
The last stop on our journey was sunny Tampa, FL where customer, Island Jay, develops unique beach-inspired t-shirts and accessories. Island Jay is not your average beach shop. They stock and ship all products from their Florida warehouse, and pride themselves on high-quality products. Their customer success manager, Matt Hickey, made his way down to Tampa to meet with the founder and discuss the critical Cyber Weekend time frame and future company plans.
Island Jay and Matt first worked together on a game-plan heading into Cyber Weekend, including plans to update their welcome series ahead of an influx of new subscribers, reviewing sending segments, and adjusting their Facebook ad strategy using Klaviyo segments through the Klaviyo Facebook integration. They also mapped out plans post-BFCM, including 2020 company goals and tactics for the company’s busy season in late spring.
What Island Jay had to say about the experience:
"Matt was great to work with. When he arrived it was clear he cared about us and our business needs. Having someone from Klaviyo on-site to see how we operate allowed Matt to give us some fine-tuning ideas on how to help with our online marketing. He shared experiences that other Klaviyo customers like us are doing to help grow their email marketing platform. Klaviyo just gets email marketing. They understand the little ins and outs that make a difference. Support is always there to help us as we grow, not only with tech questions but with growth ideas."
Jason Guarino, owner at Island Jay
With this final installment of “Project Elf,” we wish our customers and brands a successful holiday season and hope to continue helping you to be as successful as possible during this critical time of year and as you head into 2020.
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