Challenges

Nueva Luna was aware of the immense competition they faced, both online and outside competition. They needed something to help them standout.

As more of a one-off buy compared to products that lend themselves to repeat purchases, Neuva Luna wanted to tap into their existing customer's interests and reduce spend on trying to acquire new customers.

The biggest challenge we faced was turning their typical word-of-mouth approach into a powerful message via email to drive direct sales. The key was to take this word-of-mouth concept and digitalise it amongst friendship groups and social media.

How we helped

Having already implemented Klaviyo before, Pivot stepped in to set about creating the advanced automated email flows to target new customers and previous customers. The aim was to inform them of the new referral programme and encourage them to take advantage and earn in the process.

Here’s how we helped them develop the strategy:

• We created an irresistible referral offer (that fits the brand and customers). Offering both cash and discounts, we selected the perfect referral incentives for its community.
• New referred customers got a cleaning kit that is essential for keeping their new purchase clean – It was perfect for someone purchasing their first Hollywood mirror. This freebie also included an additional 20% discount to encourage further purchases.
• Referring friends received a £10 cash payment, which deepened their relationship with the brand.
• Each customer received a post-purchase email to let them know about the referral programme. It helps reinforce the message and turn customers into advocates.
• We simplified the way customers can share the referral programme. People don’t have the time to go through several steps. So, we added a default sharing message and an eye-catching social sharing image to every email.