Case Study: Surfdome achieves smarter lifecycle marketing and increased customer retention with Emarsys

Lifecycle marketing with Smarter customer Intelligence

Surfdome is a UK-based retailer of surf, snow and skate lifestyle products—over 20,000 items from 900 brands—serving a fast-growing global customer base. Their challenge was to keep hard‑won customers coming back by sending highly relevant, timely emails and campaigns without juggling multiple systems or heavy IT support; they needed a single marketing platform that could automate campaigns, personalize product content, and segment customers by lifecycle stage.

They implemented Emarsys’ B2C Marketing Cloud with Smart Insight to identify lifecycle segments (leads, first-time purchasers, active buyers and defecting customers), automate lifecycle and recovery campaigns, and personalize product recommendations. The result: significantly faster email design and send times, clearer business intelligence on top categories and real-time behavior, automated recovery of lost revenue, and more effective targeted promotions like stock clearance, new-product launches, cross‑sells and post‑purchase programs.

Surfdome

Jon Lane

COO