Boost Repeat Sales by +40% with Effective Customer Engagement
Learn how strategic customer engagement drove more repeat sales and Average Order Values (AOV) for B2B businesses
CASE STUDY - WHAT WE DO
House Of Print Sydney is a leading print manufacturer dedicated to providing high-quality printing solutions across Sydney. They focus on providing retail and service businesses with high-quality custom apparel, B2B printing & embroidery.
Our CUSTOMER CO-LAB team developed a 5-Stage Automated Customer Journey to enhance client engagement across key moments.
Challenge
House Of Print faced common business challenges - As they grew, they recognised the opportunity to retain existing clients, improve customer experience, build repeat business, and generate more revenue without increasing their workload.
They sought a streamlined solution to engage customers, enhance loyalty, and maximise cross-sell and upsell opportunities. Their goals:
- Boost revenue and engagement, reducing customer churn
- Build loyalty and Google reviews from local B2B businesses
- Customer retention strategy which brings repeat business
- Maximise upsells and repeat sales through automation
Solution
1. Upselling at ACQUISITION
During and right after a sale, customers received personalised product bundles to increase Average Order Value (AOV). This included special offers cost-effective for the business.
2. Reviews at ONBOARDING
New customers were guided to leave positive reviews, while receiving useful content that improved their onboarding experience and proactively addressed potential questions, reducing complaints.
3. Cross-sells at MILESTONES
Special offers at key moments like seasonal changes and before industry events drove cross-sells and provided incentives to refer House Of Print to others. An automated calendar was created to simplify this.
4. Repeat Sales at MATURITY
Exclusive offers encouraged repeat sales by reminding businesses to replenish stock and encouraged referrals from similar businesses at key moments.
5. Churn reduction at RETENTION
Win-back campaigns with tailored offers helped maintain long-term loyalty and keep House Of Print front-of-mind for all future sales and business.
Results
+15%
Average Order Value
From selling and bundling complementary products
+40%
Repeat business
Through offer reminders at the perfect times
+10%
Email-to-sale rate
On email campaigns, with 25% open rates
+20%
Google Reviews
Increasing SEO, credibility and referrals
FAQ
How does retention outperform digital marketing in long-term growth?
Retention creates dependable revenue without the constant expense of digital marketing. Customers who return consistently are easier to manage and spend more over time. While ads offer short-term gains, retention secures your long-term growth.
What tools help small businesses measure customer retention success?
Retention success can be tracked through metrics like repeat purchase rate, customer lifetime value, and churn rate. Email open rates, review growth, and referral activity are also excellent indicators of customer loyalty.
How can Australian businesses improve their customer engagement?
We help Australian businesses stand out by personalising their communication, rewarding loyalty, and being proactive about addressing customer concerns. Strategies like seasonal offers, tailored bundles, and encouraging reviews can create a competitive edge.
Why are positive customer reviews important for small businesses?
Positive reviews boost credibility and improve SEO rankings. They make your business more discoverable online and influence purchasing decisions. By guiding customers to leave reviews, House of Print Sydney increased Google reviews by 20%, leading to more referrals.
How does proactive engagement help reduce complaints?
Proactive communication anticipates customer needs and addresses common concerns before they arise. For House of Print Sydney, this meant sharing helpful onboarding content, reducing complaints by 30%, and creating a smoother customer experience.