Case Study: Bloom & Wild achieves higher customer engagement and trust with Braze

Bloom & Wild Lives Out Its Core Values Through a Customer-First Campaign

Bloom & Wild, the UK’s leading ecommerce flower delivery service, faced backlash when some customers found Mother's Day messaging upsetting. To address this sensitivity and uphold its “Customer First” values, Bloom & Wild worked with Braze to give recipients control over holiday communications using an opt-out email workflow.

Using Braze, Bloom & Wild sent a simple opt-out link that removed nearly 18,000 customers from Mother’s Day messaging; same-day Twitter interactions jumped to 20% (a more than 4x increase) and positive customer responses rose sixfold to roughly 1,500 contacts. The Braze-powered campaign not only reduced customer distress but inspired similar opt-outs for other holidays and helped launch the Thoughtful Marketing Movement, now joined by over 100 brands.

Bloom & Wild

Lucy Evans

Retention Lead