Personalized Customer Communications.
Led retention strategies using customer health data and proactive, personalized communication — a “month-in-review” email and personalized video that drove a 2× click rate over plain text.
Led innovative retention strategies that leveraged customer health data and proactive, personalized communication throughout the lifecycle. Developed a “month-in-review” email and piloted personalized video campaigns as a way to deliver Customer Success and/or EBRs at scale.
Outcomes included a 2x click rate on emails with personalized video vs. text. We measured health scores of accounts before/after monthly emails and found positive correlation, plus a significant number of positive comments.
My role was in conceptualizing these channels as potential options, evaluating the technology and automation options, and ultimately creating the formal requirements to build a v3 internally with greater personalization. Internal design resources created the assets.
Tech stack included: Hubspot, Churnzero, Zapier, Pirsonal, and bespoke backend processing.
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