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How A Rock Climbing Gym Has Mastered Email Marketing

We typically don’t post our case studies here on our marketing tips blog, but we thought our blog readers would benefit from learning how MarketVolt client Upper Limits has been growing its business with email marketing. Upper Limits is a one of the premier indoor rock climbing facilities in the Midwest with locations in St. Louis County downtown St. Louis and their original location up in Bloomington, IL.

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General Manager Lindsey Schaefer uses numerous components of MarketVolt for her various email campaigns, but our favorite is how she incorporates surveys, coupon and auto-triggered emails to follow up with first-time guests.

Upper Limits collects an email address from every new visitor. Lindsey and her team then deliver targeted email messages to those climbers thanking them for visiting and asking, via a MarketVolt survey, about their experience. Those who respond by taking the survey receive an automated email response (using a Triggered Email Campaign) for a MarketVolt Coupon for $5.00 off their next visit…a great way to get them back in the door for their next climbing experience.

Lindsey and her team have automated key processes of retention, follow-up and customer service, delivering over 10,600 emails to new climbers, getting nearly a 50% open rate on those emails and over a 20% click through on those who opened. The results: Numerous climbers return to Upper Limits to get their rock climbing fix.

How could you use surveys, coupons and/or automated deliveries to increase your customer service and retention?

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