Case Study: Grenson achieves a 70% average post-purchase open rate and 60% survey response-to-click with dotdigital (dotmailer)

How Grenson leveraged its brand heritage to power post-purchase automation

Grenson, a heritage shoemaker since 1866 known for craftsmanship and attention to detail, needed its online customer experience to match the high-touch in-store service. The challenge was to expand email engagement without diluting the brand’s legacy, using aftersales communication to deliver personalized care rather than straightforward upselling.

Working with dotmailer, Grenson ran a collaborative automation build to create a customer-centric post-purchase program: a “thank you” trigger that solicited feedback, offered shoe-care content, and reinforced the brand’s values. The partnership delivered both training and a ready-to-run automation, producing a 70% average open rate and a 60% response-to-click rate, yielding actionable customer insights and stronger post-purchase loyalty.

Grenson

Ashley Hubbard

eCommerce Manager