Guest Delights &
Relationship Marketing
Alpine IQ | Dutchie Backoffice | Excel
Goal: Create an initiative aimed at retaining high-value customers during a third-party product phase-out
Solution: Offering a thoughtful, no-cost trial of a comparable in-house or alternative product to maintain customer trust, introduce them to new offerings, and prevent churn through personalized outreach.
Identify & Segment
Product-Loyal Customers
Used purchase history and loyalty behavior data from Alpine IQ to identify customers who had consistently purchased the soon-to-be-discontinued product. Built a segmented list of high-frequency buyers and VIP members to target for the guest delight outreach.
Data: 100 brand loyal purchasers
(Identified as purchasing more than 2x brand product per month or exclusive brand loyalty)
Messaging: The campaign included a personalized email introducing the new replacement product and offering a free product redemption at their next visit as a gesture of appreciation. Sales staff were trained to emphasize the value and benefits of the new product, without referencing the discontinuation to preserve trust while encouraging natural adoption.
Execute Targeted Guest Delight Outreach
Delivered personalized messages via Voice, Email, and Push, offering a complimentary unit of a similar or upgraded product. Messaging emphasized appreciation for their loyalty and introduced the pivot product as a curated recommendation based on their preferences.
Track Redemptions &
Behavior Shifts
Monitored offer redemptions, repeat purchases of the pivot product, and changes in customer retention rates. Early results showed positive adoption of the replacement product and sustained engagement from the previously at-risk segment.
Those who received the guest delight offer through voice channels, such as notification via phone, responded at a rate of 65%, compared to 35% for those who received the same offer via email or SMS alone.
This uplift confirms that personalized, conversational channels foster greater trust and immediacy, making customers more receptive to trying a new product during a transition period.
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