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Case study

White Rabbit.

Past Clients, Back on the Books
Retention journeys brought former clients back, including some from out of state who put down deposits.
Loyalty on Autopilot
Automated flows reach clients after a session and when it is time to rebook, with no manual sends.
One Connected System
Email ties into the same journey as the site and campaigns, so the whole relationship lives in one place.

Before

White Rabbit had built a real client base, but no way to stay in front of it. Past clients drifted after a session, including talented regulars who had moved out of state and would happily travel for the right artist if anyone reminded them. There was no system to bring anyone back and no consistent way to turn a one time appointment into a lasting relationship.

The hidden cost

Every past client who drifted was revenue the studio had already earned once and then lost touch with. The people most likely to book again, the ones who already loved the work, were the easiest bookings in the world, and no one was reaching them. Loyalty was left entirely to memory.

What we did

We set up automated trigger journeys over email and SMS that reach clients at the moments that matter, after a session and when it is time to come back. The journeys keep the studio in front of past clients without anyone having to remember to send a message, and they make it easy for someone to book their next appointment. Everything ties into the same connected system as the site and the campaigns, so a client's whole relationship lives in one place.

How they felt

What resonated most was that the studio no longer had to rely on memory to keep clients close. Seeing past clients come back on their own, including ones who booked from out of state, made the value of the system obvious to them.

Outcome

The retention journeys did what a prime location never could. They brought past clients back, including people who had moved out of state and put down deposits to book future sessions. Instead of hoping former clients remembered them, the studio now has a system that reaches out on its own and turns a finished tattoo into the start of the next booking. They are still a client today.