Rocksbox Customer Story

Rocksbox

Spotting a diamond in the rough: Crushing data & uncovering success

Rocksbox is an interactive, hyper-personalised discovery and shopping service for fashion jewellery. For a monthly subscription fee, members gain access to rent unlimited jewellery from premium designers and brands. Stylists rely on in-house technology and customer-provided feedback to personalise each box shipped directly to the customer’s door.

How does Rocksbox work?

New members take the Style Survey to indicate style preferences.
They can also select pieces directly from the Wish List.
Rocksbox Stylists send members a curated, three-piece jewellery set to wear on loan.
When they’re ready for a refresh, members can swap at any time for a new set of jewellery.
Members communicate with their Stylist by leaving feedback, ensuring an even more personalised box next time.

In addition, Rocksbox members can purchase jewellery right out of their box using member rewards and discounts.

Growth Marketing

Member engagement is inherent in Rocksbox’s business model, with personalisation at the core of the experience. Growth marketing at Rocksbox combines user acquisition and member engagement, optimising all points of communication to maximise ROI. The team is highly experimental and data-driven, always exploring new ways to engage their members and implementing workflows based on testing outcomes.

Email marketing and member communications are key for growth, customer activation and ongoing engagement – and this is where Iterable comes in!

One-Stop Customer Messaging

Rocksbox uses Iterable for all customer messaging, including:

blast marketing newsletters
drip campaigns
re-engagement campaigns
gifting campaigns
influencer outreach
triggered emails based on customer characteristics and actions
transactional emails for purchases, forgotten passwords etc.

This contrasts with their past use of separate systems which were difficult to scale, error-prone, lacked reporting/analytics and were not easy for a marketer to set up and use without the help of an engineer.

Iterable now allows a team of two marketers to manage engagement campaigns sending well over 500,000 monthly messages to hundreds of thousands of customers and subscribers!

Iterable is our key platform for driving customer growth and engagement at Rocksbox. We can run and optimise all our campaigns just using the Iterable tools.

Amanda Nguyen
Growth @Rocksbox

Key Takeaways

Rocksbox uses Iterable for all customer engagement campaigns and messaging, eliminating the need for separate systems.

Iterable enables Rocksbox to easily run sophisticated workflows that maximise customer engagement.

Rocksbox has A/B tested every single message sent via Iterable and has achieved significant lift in metrics and ROI.

Sophisticated Campaigns and A/B Testing

Rocksbox has taken advantage of Iterable’s tremendous flexibility to create sophisticated workflows and to optimise all aspects of their campaigns.

A simple example of a workflow in action is Rocksbox’s feedback request workflow:

When a member’s return box is scanned by the postal service, they are prompted via email to leave feedback (if they haven’t done so already on the website) for their Stylist.
Rocksbox Stylists rely on this incredibly valuable feedback to curate an even more customised experience in their next box.
In a certain time period, if a member has not yet left feedback on the pieces in their Rocksbox, they will receive an email prompt upon receipt of their returned box from an Iterable workflow.
At that time, if they’ve already left feedback, they will instead receive an email notification with a secondary call-to-action, like a reminder to add new items to their Wish List.

This flow has been tested and has been found to have excellent results in terms of future engagement.

To make the most of their opportunities, Rocksbox has A/B tested every single message they send with Iterable. This includes testing bolder subject lines, sender name and title, main copy and more. Among other benefits, this testing has led to a 20% increase in email open rate across all campaigns, with similar gains for click-through rates, conversions and ultimately revenue for the company.

The growth marketers at Rocksbox have standardised on Iterable as their key platform for managing and optimising all ongoing customer engagement.

Iterable has made it extremely easy for us to execute and optimise sophisticated engagement campaigns with minimal engineering engagement.