How Aurate drove disengaged customers to their 2nd purchase through conversational marketing
"LTV.ai helped us turn silent first-time buyers into active customers again, all led by personal conversations that truly understood the customer and paid back in spades."
13x
increase in
click-through rate
+318%
increase in
conversion rate per send
38x
iROI
About Aurate
Aurate New York is a digitally native fine-jewelry house combining ethically sourced 14 and 18-karat gold, conflict-free diamonds, and transparent pricing to deliver modern, lifetime-quality pieces that suit both everyday wear and milestone moments.
The Challenge
-
Hundreds of thousands of shoppers had purchased once and then gone silent - some for just three months, others for nearly four years.
-
Traditional one-size-fits-all win-back flows performed well but didn't blow anyone away and provided little insight into why customers lapsed.
- Aurate needed a scalable, insight-rich program that could rekindle interest, build true relationships and surface fresh preference data to power future campaigns.
The Solution
LTV.ai used an AI-driven approach to rethink Aurate's lapsed customer strategy:
- Human-First Outreach: An AI Brand Ambassador reached out to each customer with a personal introduction, referencing their city's weather and last purchase. By opening with questions rather than promotions and starting real conversations, we uncovered why customers hadn't returned and what they were now looking for, establishing trust before any sell.
- Zero-Party Data → Precision Recommendations: LTV.ai offered personalized product suggestions with contextual storytelling based on customer conversations. The AI could recommend products like "this bracelet would perfectly match your necklace to form a gorgeous gold set that perfectly catches NYC's summer sun." For customers without conversation data, LTV.ai used purchase history to create equally relevant recommendations.
- Autonomous 1-to-1 Optimization: LTV.ai automatically optimized send times, tone, and product selections for each individual customer, ensuring every message felt increasingly personalized and arrived at optimal moments for engagement.
The Results
LTV.ai's customer-centric strategy delivered significant performance across all key metrics, measured against a control group:
- 224% lift in Revenue per Send
- 318% lift in Conversion Rate
- 38x incremental ROI
- Delivered deeply relevant emails resulting in a 34% increase in Open Rate and 13x increase in Click Rate.
- Human-first emails invited two-way dialogue, generating a ≈1% reply rate and capturing rich zero-party data including upcoming occasions (anniversaries, graduations), metal preferences (yellow vs. white gold), and other preferences for future personalization.
- AI-driven conversations over email guided hundreds of shoppers to the perfect product they were looking for - turning helpful advice into incremental revenue
The partnership with LTV.ai delivered transformative operational benefits for Aurate's marketing team. The program provided unprecedented customer insight through thousands of direct conversation responses, giving the brand real-time feedback on product preferences, style trends, and purchase motivations that informed broader marketing strategy.
The AI-driven approach also dramatically improved team efficiency by automating personalized outreach at scale while maintaining the founder-led, personal brand voice that Aurate customers expected.
Most importantly, the program established a sustainable framework for ongoing customer relationship building that prioritized genuine connection over promotional fatigue, creating a scalable foundation for long-term customer lifetime value growth.
"LTV.ai helped us turn silent first-time buyers into active customers again, all led by personal conversations that truly understood the customer and paid back in spades."
Ready to increase LTV and customer satisfaction with AI enabled personalization?
Launching is a breeze with our 'set it and forget it' experience that will continuously leverage and feed data into your AI, powering revenue driving experiences while keeping your customers happy & engaged with your brand.