How Revision Skincare® Transformed Customer Experience
Revision Skincare®, a leader in professional-grade skincare solutions, partnered with Retencity to elevate its lifecycle marketing strategy through best-in-class automation and a thoughtful creative evolution. By optimizing flows, refining messaging, and leveraging dynamic personalization, Revision Skincare® saw a major uplift in customer engagement, conversion rates, and brand loyalty.
With Retencity’s expertise, Revision Skincare® achieved:
Flow-Driven Revenue
Share of Total Revenue
Click-Through Rates
“I just want to applaud the Retencity team. They’re smart, kind, solution-oriented, and great collaborators. They’ve made a huge impact.” - Khadeja Salley, Senior Director, Digital Marketing & Media, Revision Skincare®
Challenge
A Thoughtful Lifecycle Evolution
As a rapidly growing skincare brand, Revision Skincare® sought to modernize its lifecycle marketing approach while preserving its clinical, medical-grade brand identity. Key challenges included:
- Limited personalization reduced customer engagement.
- Existing flows did not capitalize on repeat purchases or customer nurturing.
- The brand’s email design did not fully align with its high-end market positioning.
To drive deeper customer relationships and increase revenue from lifecycle marketing, Revision Skincare® turned to Retencity for a lifecycle evolution, with Full Service Lifecycle Management, inclusive of Design.
“Prior to working with Retencity, we were handling everything in-house. My team was designing JPEG image blocks that were plopped into an email and sent out into the ether. We never knew how it resonated, if people were clicking through, or where they abandoned the process. We had limited SMS strategy, little follow up and a big bandwidth issue on our end.” - Josh Lehman, Senior Creative Director, Revision Skincare®
Solution
1. A Lifecycle Automation Overhaul
- Expanded flow sequences across the customer journey to drive engagement at key moments.
- Introduced browse abandonment, post-purchase, and cross-sell flows, ensuring targeted and relevant messaging.
- Optimized delay timing, messaging, and triggers to improve open and click-through rates.
“Thanks to Retencity, automations are really working! The Add to Cart flow has become our top revenue driver, but the real surprise has been the Reviews flow. We went from adding just 2 or 3 reviews to 10 to 15. That kind of lift is huge.” - Craig Horsley, Director, Ecommerce Growth Strategy, Revision Skincare®
2. A Brand-First Creative Transformation
Retencity’s refined retention strategy transformed 111SKIN’s ability to engage customers at scale, reinforcing the brand’s premium, high-touch feel, proving that personalization leads to more conversions, deeper customer relationships and higher-value transactions.
- Redesigned automated emails to reflect Revision Skincare®’s medical-grade positioning with refined aesthetics and brand-consistent messaging.
- Enhanced product storytelling with educational content, personalized recommendations, and dynamic segmentation.
- Developed high-converting Welcome & Post-Purchase Series, elevating the first impression for new customers.
“After Retencity came on, we could step back and create intentionally. The content is more targeted, and we touch fewer emails because the Retencity team has really nailed our look and feel.” - Josh Lehman, Senior Creative Director, Revision Skincare®
4. Strategic Evidence-Based Testing & Personalization
A structured test-and-learn approach informed ongoing optimization strategies, reinforcing what worked and identifying areas for growth. Key learnings applied to future campaigns and automations include:
- Segmentation-Driven Performance: Past purchasers responded best to product-specific campaigns, leading to expanded micro-segmentation for more tailored messaging.
- Optimized Resend Timing: Adjusting the delay on follow-up emails led to increased engagement, supporting refined timing strategies for re-engagement campaigns.
- Conversion-Boosting Badging: Including industry and company exclusive badges in campaigns resulted in higher open and click-through rates, influencing ongoing promotional tactics.
- Education-Driven Engagement: Customers, especially repeat buyers, responded positively to educational content on product benefits and skincare regimens, leading to deeper integration of education-based messaging in automation flows.
- Dynamic Content Personalization: Retencity used behavioral insights to deliver relevant product recommendations both in campaigns & automations based on browsing and purchase history.
“Retencity understands A/B testing better than we do. That’s been a big win. It’s helped us learn, iterate, and show progress. And showing progress matters to our team and our ownership.” - Craig Horsley, Director, Ecommerce Growth Strategy, Revision Skincare®
Results
By focusing on automation excellence and creative innovation, Revision Skincare® saw significant growth in both repeat purchases & first-time customer conversions while achieving remarkable gains across key performance metrics:
Flow-Driven Revenue
Share of Total Revenue
Click-Through Rates
Building on this success, Revision Skincare® and Retencity continue to refine personalization, automation sophistication, and omnichannel engagement strategies.
“Before this partnership, we were just moving from one email to the next without a feedback loop. Now we have structure, accountability, and dedicated time to be strategic.”- Khadeja Salley, Senior Director, Digital Marketing & Media, Revision Skincare®
About Revision Skincare®
Revision Skincare® was founded to change the way professional skincare results are achieved. We believe every product should deliver benefits patients see for themselves, whether as part of a rejuvenating regimen or an enhancement to in-office procedures. Our superior formulation philosophy is driven by an unwavering passion to provide transformative results while promoting and protecting the microbiome and overall skin health. We guarantee the efficacy of our innovative technologies and formulas by holding ourselves to the highest standards of clinical excellence, conducting rigorous, conclusive testing validated by physicians to deliver true visible results.
.jpg)
How epres™ Used Dynamic Content to Supercharge Conversions
Discover how epres, the next generation in high-performance haircare, partnered with Retencity to transform their email and SMS marketing. Through personalized content, dynamic segmentation, and strategic A/B testing, they achieved dramatic improvements.
See epres' Results
The Future of Personalization in Lifecycle Marketing
Learn how 111SKIN partnered with Retencity to double automated email revenue and elevate personalization without sacrificing luxury. Through dynamic flows, smart segmentation, and intelligent automation, they scaled a high-touch customer experience that delivered real impact.
See 111SKIN's Results
Let’s Talk Shop!
We’d love to learn more about you and your brand goals.