Lighting Up Famous Smoke’s Retention Strategy
Industry
Tobacco and Smoke
Platform
Magento 2
Products
Loyalty, Reviews & Social Proof
https://www.famous-smoke.com/
Faster Implementation
Increase in Loyalty Adoption
Company
With a humble beginning in Midtown Manhattan in 1939, Famous Smoke has long been a destination for discerning smokers.
A big part of its success was a reputation built on personalization. Custom experiences have been a common thread throughout Famous Smoke’s journey as a company—a theme that’s carried through even to its most recent iteration as a leading online retailer.
Challenges
When a brand is built on providing a bespoke level of service, it can be difficult to bridge the gap between online and offline experiences. For Famous Smoke, growing operational complexity was getting in the way of scalability. To move forward, they’d need a platform and tech stack built with flexibility, scalability, and ease of integration in mind, particularly with their ERP and POS systems.
Famous Smoke sought to build a tech stack that could seamlessly move inventory, customer, and transactional data between systems—keeping in mind that the new tech stack would need to leverage this data for personalization, segmentation, and loyalty programs. They decided on Magento as their ecommerce platform, and chose SiteVibes and DotDigital as the cornerstones of their marketing strategy.
Solution
To build a truly seamless experience, Famous Smoke implemented SiteVibes for loyalty and reviews, integrating it with their email and SMS provider, DotDigital. With SiteVibes offering a more unified experience than Famous Smoke’s previous provider (Yotpo) and an integration with DotDigital, their retention stack could now grow and evolve alongside their customers.
"SiteVibes offered more flexibility and personalization, native and adaptable engagement tools, and a collaborative approach, aligning with our vision of where we want to take our ecommerce experience."
Results
Loyalty and reviews are foundational to Famous Smoke’s retention strategy: aside from reinforcing trust, incentivizing repeat purchases, and creating advocacy, Famous Smoke looks to SiteVibes to create tighter feedback loops. Review data shapes product and merchandising decisions, and loyalty data informs personalization across channels.
Increased Engagement
Famous Smoke’s personalized experiences and targeted incentives have done more than just strengthened retention: they’ve increased engagement across the board, including a 30% bump in loyalty adoption.
Marketing Agility
Starting with SiteVibes’ 66% faster time to implementation, Famous Smoke is now more agile than ever. SiteVibes and its integration with DotDigital allows for more control over promotions, personalized campaigns, and loyalty initiatives without relying heavily on dev resources.
Omnichannel Expansion
Famous Smoke believes that whether shopping online or in-store, customers should feel recognized and rewarded. Shoppers can now earn and redeem loyalty points on and offline with SiteVibes.
Looking Forward
With SiteVibes, Famous Smoke can now stay customer-centric, data-informed, and agile as they continue to “light up” the future.