Driving Repeat Purchases & Incremental Sales Through AI Powered Personalization
“They set expectations for the service at the start, and, so far, they have exceeded all of them. Looking forward to a long-term partnership with their team.”
7.8x
increase in average conversion rate
$5.73
revenue per customer
3.3x
increase in average revenue per send
About Sachin & Babi
Sachin & Babi is a fashion brand founded by Indian-born designers Sachin and Babi Ahluwalia. Known for their luxurious and elegant designs, the brand focuses on evening wear, bridal wear, and ready-to-wear collections. Sachin & Babi are celebrated for their intricate embroidery, lavish fabrics, and attention to detail, drawing from their rich heritage and extensive experience in the fashion industry.
The Challenge
Despite a high AOV and a brand customers resonate with, Sachin & Babi faced challenges with encouraging purchases beyond the normal occasion-based shopping patterns that their customers often followed.
Their primary challenges were:
Getting relevant content in the hands of the customer: A 38% Open Rate for their winback email flows in Klaviyo meant that recipients were not even seeing that content that S&B’s email team was working tirelessly on to engage their customer base
Revenue/Send: With a baseline of $0.29/send for their winback flows, the margins of the current retargeting program were leaving money on the table.
Personalization: Their existing email workflows were variable driven, but often lacking in contextualizing customer data to explain to a customer why they should make another purchase
The brand needed a more personalized and targeted approach to not only improve repeat purchase rate but also to foster a closer relationship with their customers
The Solution
LTV.ai enabled Sachin & Babi to:
- Speak to their customers in a manner that truly resonates, at scale: through personalized content, adjusting tonality to each individual customer, and offering personalized product suggestions via email and SMS outreach.
- Get acclimated with AI before a long-term commitment: S&B was able to participate first hand in the training of their AI Brand Ambassador, Riya, who was on the front lines speaking to their customers. This allowed the brand to gain confidence in LTV.ai’s capabilities to remain on-brand, while still driving considerable incremental revenue.
- Learn about what is resonating with their customers (and what isn’t!): by leveraging LTV.ai’s AI driven conversations over Email/SMS, S&B was able to aggregate the feedback directly from their customers and learn first-hand what customers love about the brand, their products, their messaging and what areas of the customer experience could be improved.
The Results
The collaboration with LTV.ai yielded considerable incremental results for Sachin & Babi, measured against a control group.
- Customer Segment: Haven't purchased in 1 year
- Average Conversion Rate: 0.94% (+787%)
- Revenue per Customer: $5.73 (+34%)
- Email: $5.31 | SMS: $7.58
- Revenue per Send: $1.25 (+331%)
- Email: $1.16 | SMS: $1.60
By partnering with LTV.ai, Sachin & Babi was able to
- Drive an incrementally significant improvement in their repeat purchase rates and customer engagement, and by extension their owned channel performance.
- Use personalized coupon codes (eg. “AMY15”) only when needed at a 1-1 level, to both make customers feel special and protect brand margins.
- Generate and leverage actionable customer feedback and sentiment analysis, based directly off of thousands of real customer anecdotes, summarized in an easy to digest manner.
"The LTV team has been an absolute pleasure to work with. They set expectations for the service at the start, and, so far, they have exceeded all of them. Looking forward to a long-term partnership with their team.”
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