Case Study: Ministry of Supply boosts lapsed customer engagement and conversions with LTV.ai

How a Leading Retailer Is Using Generative AI to Increase LTV by Reactivating Lapsed Customers

Ministry of Supply, an innovative DTC apparel brand, faced the challenge of re-engaging lapsed customers beyond the limitations of impersonal, one-way "batch and blast" email communications. They partnered with LTV.ai to implement its conversational AI platform, seeking a more personalized and scalable approach to customer outreach that could improve interactions and drive sales without relying solely on discounting.

LTV.ai deployed an AI Brand Ambassador to conduct conversational, one-to-one outreach via email and SMS. This solution reactivated lapsed customers with tailored product recommendations and offers, while also welcoming and managing replies. The results were significant, with the campaign achieving a 63.36% open rate and driving an incremental $0.91 in revenue per unique lapsed customer, contributing to an 11.59% share of total brand revenue and a 20x return on investment for Ministry of Supply.