Marketing Strategy & Planning
Objectives, plans, channel roles and measures the whole team can follow.
Content & Digital Marketing
Customer Communications, Automation & Retention
Keep talking to customers after the first sale.
For businesses that already have leads and customers but no clear path after the first contact. We plan who hears what and when, write the messages, plan the automated flows and keep the list clean.
Who it is for
- Enquiries come in, then nobody follows up after the first reply.
- Most customers buy once and do not come back.
- The whole list gets the same message, whatever they bought or how long ago.
- A loyalty or rewards programme exists, but members rarely hear from the brand.
- Unsubscribes, complaints or bounced messages are rising.
- Contacts collected at an event or exhibition sit in a sheet and nobody writes to them.
What it covers
- Lead follow-up: what happens after an enquiry, a form or a missed call
- Follow-up after events and exhibitions: you send us the visitor contacts collected with consent, and we send the follow-up messages
- Retention programmes: segments by behaviour and lifecycle stage
- Repeat purchase and win-back of lapsed customers
- Message testing: subject lines, offers, timing and channel
- Loyalty programmes and communication with existing customers (planning and running the communications)
- Marketing automation planned and written: welcome, post-order or post-enquiry follow-up, cart and booking reminders, reactivation, depending on your tools and data
- Contact preferences, opt-out and list quality
- SMS and app push notifications, sent through a specialised third-party provider
- Email marketing
- WhatsApp marketing
What you receive
- A customer journey map from first contact to repeat purchase, with the message at each stage
- Segment definitions based on the data you hold
- Written messages and automated flow plans, ready for whoever runs the tool to set up
- A contact preferences and list hygiene checklist
- Regular reports on what each flow and campaign did, with the next tests
What we work toward
We work toward more leads answered on time, more second purchases and fewer people leaving the list. How far that goes depends on the product, the data and how fast the team acts on what the reports show.
Specialist pages
How we work
- 01
Map the current path
We look at where leads and customers come from, what they receive today and where they drop off.
- 02
Check data and consent
We review what data exists, who agreed to be contacted and on which channel, and what the current tools can do.
- 03
Plan segments and flows
We propose the segments, the automated flows and the campaign rhythm. You approve them before anything is written.
- 04
Write, hand over and test
We write the messages and flow plans. Your team or the tool provider sets the flows up in the tool, and test messages go to you for approval before going live.
- 05
Run and improve
We report on each flow, test one change at a time and clean the list on a set schedule.
What we need from you
- Access to the email, WhatsApp, SMS, app, store or booking tools already in use
- Customer and lead data, and a record of who agreed to be contacted
- Offers, loyalty rules and what the team can promise customers
- For event follow-up: the list of contacts to follow up
- A contact person who can approve messages quickly
Not included in this service
- Building a loyalty platform. We work with the tools you have.
- Buying, selling or renting contact lists. We only message people who agreed to hear from you.
- Day-to-day replies to customer messages, within agreed scope and hours Available as its own service
- Changes to the online store itself, such as product pages or checkout Available as its own service
Quantities, formats, timing and review rounds are set for each project and written into the scope before work starts.
Questions before you decide
Do we need new software before starting?
Usually not. We start with the tools you already use and say plainly if a flow needs something they cannot do. Choosing a new tool stays your decision.
Email, WhatsApp, SMS or app notifications: which one first?
It depends on where your customers answer and what they agreed to. Many businesses combine them: WhatsApp, SMS or app notifications for short, timely messages, and email for longer content. We recommend the split after looking at your data.
Who owns the accounts and the customer lists?
Your business. Accounts, lists and files stay in your name and ownership, and we work on them with the access you give us.
Can you run communications for our existing loyalty programme?
Yes. We plan and run the messages around it: joining, reminders, rewards and lapsed members. The programme rules and the platform stay with you.
Works well with
Marketing Analytics & Conversion Optimisation
Tracking, dashboards, channel contribution and conversion tests.
E-commerce Development
Online stores from product page to checkout, built for phone and desktop.
Exhibition Booth Design & Build
Booth concept, 3D visuals, build, show days, dismantling and follow-up.
Losing customers after the first sale?
Tell us what happens today after an enquiry or an order, and we will suggest where follow-up should start.