Case Study: Jiffy Lube boosts customer retention with Cinch omnichannel marketing

Jiffy Lube - Customer Case Study

The customer, Jiffy Lube, faced the challenge of identifying the most effective marketing channels for customer retention. Jiffy Lube needed to determine if email, direct mail, or a combination of both would yield the highest customer return rates for its service reminders. They partnered with the vendor Cinch to implement an omnichannel strategy to solve this.

Cinch's solution involved sending oil change reminders via both email and direct mail, then measuring the results. The combined omnichannel approach proved most effective, achieving a 28% customer return rate, significantly higher than using a single channel. This strategy led to a substantial increase in return rates for the Jiffy Lube franchises involved, with one seeing a 52% boost, and generated a higher net revenue despite the additional costs.

Jiffy Lube