How a DTC Brand Used SMS to Recover 15 Percent of Churned Customers

Episode 53 of The Retention Marketing Podcast dives into how a direct-to-consumer bedding brand called Brooklinen used a strategic SMS campaign to win back nearly 15 percent of customers who had stopped purchasing for over 12 months. Lucas and Luna walk through the exact messaging sequence, timing, and segmentation that made it work — including a 'we miss you' text with a personalized product recommendation based on past purchases and a limited-time free shipping code. They also discuss the risks of frequency and how to avoid annoying recipients. The episode closes with a broader reflection on why text messages often outperform email for re-engagement among younger demographics. #RetentionMarketing #SMSMarketing #CustomerRetention #ChurnRecovery #Brooklinen #DTCMarketing #TextMessageMarketing #WinBackCampaign #Personalization #MarketingStrategy #LoyaltyMarketing #EmailVsSMS #CustomerLifetimeValue #FexingoBusiness #BusinessPodcast #MarketingPodcast #EcommerceMarketing #ReEngagement Keep every episode free: buymeacoffee.com/fexingo