The challenge
Hopdoddy needed repeat visits to grow while customer acquisition costs climbed. Guest data entry was manual, so guests were not flowing into the marketing database.
Many guests sat outside the Thanx loyalty program with no personalized path in.
The team needed campaigns with measurable ROI on both foot traffic and loyalty opt-ins.
The solution
1. Guest WiFi: Send WiFi sign-ups straight into the CRM
Guest WiFi turned every sign-up into a contact without staff collecting entries manually. Customer Data pushed those profiles into the CRM through the Thanx integration and unified them across channels.
The database grew by 52,000+ customers in six months.
2. Audience Segmentation: Sort guests by what they did
Audience Segmentation ran automatically on visit history, separating non-loyalty members and lapsed guests so each group could get its own offer.
3. Email Marketing: Win new guests and win back lapsed ones
Hopdoddy ran campaigns to capture new customers, win back existing ones and promote the loyalty program. Non-loyalty members got personalized offers based on visit history.
Win-back ran as automated sequences, which returned a 4.13:1 ROAS.
4. Retargeting: Extend reach with paid media
Paid media through Retargeting delivered 1.3M+ targeted impressions at a 2.92% click-through rate.
5. Walk-Through Rate™: Close the loop on in-store visits
Walk-Through Rate™ matched ad exposure to device-verified visits, and paid media was matched to 7,000+ verified in-store visits. The team optimized campaigns in real time against that number.
The results
- 8.67:1 ROAS, return on ad spend
- 52,000+ new CRM customers, added in six months
- 7,000+ verified in-store visits, matched to paid media
- 4.13:1 ROAS on win-back campaigns
- 2.92% click-through rate on 1.3M+ targeted impressions