When connection feels personal, loyalty grows naturally. See how one of Australia’s most loved fashion brands evolved their customer engagement strategy and used SMS to turn rewards into genuine relationships, enhancing brand experience, and lifting loyalty, and ROI without flooding inboxes, one message at a time, during moments that matter.
For one of Australia’s most loved fashion houses, known for its timeless femininity and unmistakable charm, loyalty has always run deep. But in a digital world overflowing with messages, staying meaningfully connected to loyal customers takes more than just points and perks.
The Background: Reshaping Customer Engagement
The brand wanted to reimagine how it engaged its community, moving beyond inboxes and algorithms to something direct, personal, and immediate—a way to surprise and delight customers who already adored them, and keep that loyalty growing.
That’s where Tall Bob came in.
The Challenge: Turning Loyalty from Transactional to Emotional
Emails were performing well enough, but they weren’t cutting through the noise. Campaigns were polished, the offers compelling, yet engagement had plateaued.
The question became simple: how do you make loyalty feel again?
The goal wasn’t more messages; it was better moments. Reaching customers in real time, in ways that felt thoughtful, not intrusive. The team needed a way to elevate the loyalty experience, making every interaction feel personal and purposeful.
The Solution: Messaging that Moves People
Using Tall Bob’s SMS solution, the brand built messaging flows that turned campaigns into conversations.
SMS became their secret weapon, creating short, sharp, and meaningful touchpoints that connected instantly:
- Reward reminders that reignited excitement.
- Limited-time offers that felt exclusive, not spammy.
- Personalised prompts that made customers feel seen, not segmented.
Each message was crafted with intention, combining data, timing, and tone to deliver impact. Messages arrived at the right moment, speaking directly to the customer, not at them.
The Results: Loyalty that Lifts Engagement & Value
The exceptional results stitched it all together:
- 733% ROI increase
- 26.4% engagement boost
- 61.8% CTR from unique impressions
- 4.54% redemption rate with an average cart size of $95
These weren’t just numbers. They were proof that connection drives conversion. By focusing on relevance and timing, the brand lifted engagement, deepened relationships, and grew customer lifetime value (CLTV) without discounting its way to loyalty.
What’s Next: Loyalty that Feels Human
Today, messaging sits at the heart of their loyalty strategy—not just for promos, but also for building stronger emotional bonds. Next up? Using message-led touchpoints to surprise customers between purchases, such as post-sale updates, early-access drops, and personal moments that keep the experience warm and human.
Brands don’t build loyalty overnight; they earn and nurture it, one message at a time.
Curious what your loyalty story could look like?
In a world where every brand is fighting for a moment of attention, staying visible and relevant is everything. For fashion brands, that means finding ways to cut through the noise without losing authenticity.
SMS might be the secret weapon: direct, personal, and always on. With Tall Bob, it’s not about sending more messages; it’s about sending the right ones that keep your brand top of mind and close to heart.
Let’s chat, and we’ll show you how simple, smart SMS can help you connect deeper, grow loyalty, and lift value across your customer journey.