Matador Fashion · Customer retention
Matador lifted email opens from 28% to 62% with personalized re-engagement videos
Matador used its founder's personality, customer names, and order history to make dormant and loyal customers feel individually recognized.
Reported outcome
28% → 62%
email open rate
Before-and-after rate reported in the supplied case study.
What they needed
Matador had customers who bought once and did not return, alongside loyal buyers the team wanted to recognize. A generic broadcast would not capture the founder's personality or make either group feel known.
What they did
BHuman turned one founder-led recording into customer-specific videos. The message could recognize a customer's relationship with the brand while introducing the next product line at scale.
Results
The supplied case study reports that open rate rose from 28% to 62%, while click-through rose from 2% to 27%. It also records dozens of positive customer replies.
- 2% → 27%
- click-through rate
- Dozens
- enthusiastic replies
Before-and-after rate reported in the source.
Qualitative volume reported in the source.
What recipients said
“Thank you for the video - that was fun to watch! I love my Meggings and am thinking about adding shorts soon.”
“I didn't expect to hear actual personalization. Thank you!”