Case Study: Family-oriented skincare brand
(Name hidden for client privacy)
The Challenge
Almost every dollar was coming from campaigns. The brand's list was healthy and campaigns performed well, but the account was missing entire stages of the customer lifecycle. With no automated flows built to catch behavior in between sends, the business was leaving recurring, high-intent revenue on the table every month.
- No Browse Abandonment flow to recapture on-site interest
- No Winback flow to reactivate lapsed customers
- No Replenishment or Cross Sell flows to drive repeat purchases
- No Back in Stock flow to convert waitlisted demand
Our Strategy
Starting in January 2026, we audited the account against a full lifecycle map and built five new flows to close the gaps — each one targeting a specific behavior campaigns alone couldn't reach.
- Browse Abandonment — re-engages window shoppers who viewed products but didn't add to cart
- Winback — reactivates customers who've gone quiet since their last purchase
- Replenishment — timed to typical product usage cycles to drive repeat orders
- Cross Sell — surfaces complementary products post-purchase to lift order value
- Back in Stock — captures demand the moment a waitlisted SKU is available again
Results
Comparing Jan–Aug 2026 to Jan–Aug 2025:
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