From First Purchase to Brand Ambassador: Bryan's Journey with Blue Ridge Camping Goods

July 15th, 2023

It was an ordinary summer day for Bryan, a 40-year-old avid hiker, until he stumbled upon the brand new Blue Ridge Camping Goods store during his lunch break. The shelves were adorned with gear that spoke directly to his outdoor-loving soul. Bryan couldn't resist and ended up purchasing a much-needed water bottle. The friendly cashier offered him a 20% discount at the cash register if he signed up for their mailing list. Bryan agreed, marking the beginning of a transformative journey with Blue Ridge.  Little did Bryan know that his simple purchase was the catalyst for a meticulously designed customer experience. Blue Ridge Camping Goods utilized a cutting-edge retention marketing platform, powered by machine learning and customer data, to create personalized interactions. Bryan was immediately placed into an audience segment based on his purchase history, setting the stage for targeted engagement.

August 5th, 2023

Recognizing the potential for customer loyalty, Blue Ridge launched a campaign encouraging sign-ups. Bryan, now part of an audience segment, received an email a week later offering him a Buy One Get One (BOGO) deal on water bottle accessories if he joined their Tier-Based loyalty program. "Why not?" Bryan thought as he filled out his information, providing valuable data such as his address, phone number, birthday, and interests in hiking and backcountry camping.

October 10th, 2023

Over the next couple of months, Bryan made occasional visits to Blue Ridge, each time earning loyalty points for small purchases like socks, waterproof matches, propane refills, and easy-to-pack protein bars. With each visit, the retention marketing platform continued to collect data, dynamically segmenting Bryan into new audience segments even more individualized to his preferences than the last. 

November 3rd, 2023

Then came Bryan's birthday, and Blue Ridge surprised him with a personalized email and a $25 credit. His wife, well aware of his passion for the store, gifted him a $100 Blue Ridge gift card. Excitement filled Bryan as he logged into his profile, entered the gift card number and envisioned his next purchase with the $125 credit sitting in his digital account.

November 7th, 2023

One ordinary Tuesday afternoon, Bryan was drifting off at work when he received an email that perked him up. "Let us get you ready for your next big hike," the message read, offering him a 25% discount on hiking packs. With his credit and the discount, Bryan seized the opportunity, leaving work early to pick out his dream hiking pack at the store. At the checkout counter, Bryan was delighted that he could redeem his credit and enjoy the 25% discount. As he left the store with his brand-new hiking pack, he couldn't help but think, "This store is amazing!"

November 15th, 2023

Now equipped with his Blue Ridge gear, Bryan embarked on his next big hike, spreading the word to his hiking buddies. Whether out of genuine interest or maybe a touch of exhaustion from Bryan's contagious enthusiasm, they promised to check out Blue Ridge Camping Goods when they returned home.

Bryan's journey from a casual shopper to a brand ambassador was a testament to the power of individualized experiences and innovative marketing strategies employed by Blue Ridge Camping Goods. During this journey, Blue Ridge continued to collect revenue from Bryan’s many purchases that otherwise would have gone to competitors. Now as a brand advocate, the ROI from their offers and loyalty points given to Bryan are exponential. This journey would not have been possible without the support of an AI-powered retention marketing platform.  The store not only met Bryan's outdoor needs but also forged a connection that turned a customer into a loyal advocate.