Case Study: Chicago Music Exchange achieves a 15% average increase in open rates and 1:1 personalized customer experiences with ActiveCampaign

Chicago Music Exchange - Customer Case Study

Chicago Music Exchange, a 30‑year specialty retailer of new, vintage, and used music gear, needed to get more granular with customer data and deliver true 1:1 communication across a growing audience. Mailchimp could not provide the level of personalization they wanted, so CME needed a solution to recommend relevant gear (like strings or drum heads), track customer interests after every touchpoint, and improve support workflows.

They implemented ActiveCampaign CXA with dynamic segmentation, site tracking, contact scoring, and automations (plus Zendesk integration) to run targeted welcome series, “lifestyle landmark” campaigns, and purchase- or viewing‑based messages. Within three months CME saw a 15% average increase in open rates, more personalized, timely recommendations, and a more organized, efficient support process.

Chicago Music Exchange

Will Bristol

Brand Manager