Keep customers coming back

Email & SMS Marketing

Stay useful between one purchase and the next.

We plan and manage communications that give your existing audience a relevant reason to hear from you, with messages timed to the relationship.

Discuss this service Explore the scope ↓

Our booking page calls this a Growth System Review. You can use the session to discuss and buy this service on its own.

Customers may need you again without remembering to call.

A timely service reminder or helpful update can keep the relationship active. Someone needs to plan that communication, maintain the audience and decide what happens when a customer replies.

Why this work matters

7.4% higher modeled five-month retention likelihood after two extra emails in a US car-wash field experiment.

Plan useful communication around the existing customer relationship and measure response, rather than applying a universal cadence.

Wang, Lu and Shi randomized 4,077 new US car-wash subscribers; the treatment group received two additional emails 15 days apart. Their model found 7.4% higher likelihood of retention over about five months. The authors also discuss fatigue and differences by customer tier. This is an email finding in a subscription setting, not an SMS result or former-customer win-back rate.

Source: Wang, Lu & Shi, randomized car-wash email study, 2022 · Study context and citation →

Why this work matters

Your customers No benchmark needed. The number is how many customers you already earned and how long it has been since they heard from you.

Plan useful reminders around known customer needs, permissions and response ownership.

This is a count to establish from your own customer records, not an external benchmark.

From your own records · No external benchmark

The managed work

What we take care of

Audience and communication planning

Group contacts by their needs and relationship with your business, review permission records and agree useful reasons for contact.

Newsletters and useful updates

Prepare approved communications that share practical information and relevant business news.

Reminders and customer messages

Scope service reminders, recall or rebooking messages, and referral invitations where appropriate.

Sending and response coordination

Manage agreed campaigns, respect opt-outs and route replies to an owner with the context needed to respond.

Working together

How the service runs

Choose the reasons to write

Review your audience and service cycle, then agree a useful communication plan and frequency.
Prepare and approve

Create messages for each customer group and confirm the details, links and reply destination.
Maintain the programme

Review delivery, responses and available booking signals, then adjust the plan and audience records.

Illustrative example

A service reminder with somewhere to go

Fictional example of an existing-customer communication.

Reason for contact

An existing customer receives a recurring service reminder as part of the ongoing communication plan.

Useful reminder

“Hi Morgan, it may be time for your next service. Would you like help finding a suitable appointment?”

Reply destination

The reply reaches the agreed owner or booking process; the contact record reflects the response.

A clear scope

What to agree before we start

This service communicates with an existing audience. New B2B prospecting belongs to Cold Outreach.

Active-enquiry and open-quote follow-up belong to Lead Follow-Up. Dedicated recovery campaigns for dormant enquiries or former customers belong to Database Reactivation.

Channels, frequency, audience volumes and messaging charges are agreed in scope. Contact permissions and opt-out handling are reviewed before sending.

Standalone pricing, timing and service commitments are set out in your proposal. The Growth System’s package timing and guarantee do not automatically apply to an individual service.

Useful details

Questions about Email & SMS

Can we use email without SMS?

Yes. The channels are agreed around your audience, contact permissions and the type of communication.

Is this the same as following up a quote?

No. An active quote belongs to Lead Follow-Up. This service covers planned communications with your existing audience.

Who handles replies?

We agree the reply owner and routing as part of the campaign. Broader answering coverage is scoped separately when required.

Connected work

Prefer one managed package?

The Growth System connects work across the customer journey. We plan the work around what your business needs. Capabilities you already handle do not automatically reduce the package price.

Explore the Growth System

Your next step

Let’s talk about Email & SMS.

Bring the updates and reminders your customers would find useful, along with your current audience records.

Book a discovery session View all services

Use our Growth System Review booking page to discuss this service. You can buy it on its own.