Note: If you haven’t read my overview of what I do at Attentive, please do so. Otherwise, this page might not make much sense.
We work hard to retain clients, lest they churn. One client, Swank A Posh (Swank: A Posh Boutique), did churn, but gave Attentive a second chance. In May of 2022, a CSM described the situation:
They are a returning brand (brought back directly by BL) and their founder is very unhappy with the creatives they were using during their last trial.
“BL” refers to Attentive’s CEO, Brian Long. I didn’t design the client’s previous sign-up units (creatives), but it seemed like for this client, the design of their sign-up units was a dealbreaker. I knew I had a lot of responsibility on my shoulders. It was up to me to impress this client and show that Attentive was right for them.
I successfully convinced Swank A Posh to return as an Attentive client by providing them choices that were highly tailored to their brand’s voice. Below are the previous mockups (top) and my new mockups (bottom).
I went above and beyond to retain this client. For the initial set of mockups, I matched the client’s voice, font styling, and button styling. The CSM commented:
@Miles Lee these designs are AMAZING! Best I’ve seen in a long time and I think the brand is going to be very excited. Appreciate your help here 🙂
The client (via the CSM) then requested three rounds of edits.
@Miles Lee would you be able to share an updated mock using the following hex colors? #ff7832, #ff297f, #fff045. Also, the images used are a bit outdated. Would you be able to use the woman found in the asset attached? They love what you did, just want to update some colors/image.
Done.
@Miles Lee these look great! Can we please do one version of each (the two different message copys) and update to the attached logo + include a product review at the bottom of the unit?
Done.
@Miles Lee - the client loved the copy you created with “Girl sign up to enjoy” language. Their only request is to update the reviews at the bottom to all white text. Would this be compliant? From there, all set to add the units to their UI!
I let the CSM know that changing the product review text to white would not be compliant with Attentive’s best practices (AA or AAA color contrast), but if the client insisted, they would need to reach out to our Compliance team (they didn’t).
Following the mocks as closely as I could, I built out the units. Attentive’s Builder is somewhat limited in its default capabilities, but we will further tailor units with custom CSS depending on the client’s tier level. Much of the mockup, including the product reviews, the drop shadows and outlines on the headers, and the glow around the button, would require custom CSS during the build. Still, I was happy to oblige, especially if it kept the client from churning yet again.
Swank A Posh launched the units I built. Overall, the client gained 17,470 new SMS subscribers and 42,137 new email subscribers directly through these units. Comparatively, the previous units netted the client 10,399 new SMS subscribers and 22,561 new email subscribers, and the client was “very unhappy with” how they looked.
Five months later, I’m happy to say that Swank a Posh is still a client of Attentive (as of October 2022) and is currently utilizing our new spin to win sign-up units (not pictured).
Attribution
