Case Study: SurfStitch achieves 40% more opens, 65% more clicks, and a 72% decrease in churn with Windsor Circle

How Australia’s leading surf retailer sees 40% more opens, 65% more clicks, and a 72% decrease in churn from automated, data-driven lifecycle marketing

SurfStitch, one of Australia’s leading online surf retailers, needed to make lifecycle marketing more data-driven and automated to boost engagement and reduce churn. They wanted to better leverage product, purchase and customer data across key segments—new subscribers, new customers, at‑risk and churning customers—to improve welcome communications, win‑backs and overall deliverability.

By integrating their eCommerce platform and Salesforce Marketing Cloud with Windsor Circle, SurfStitch launched automated, segment-driven welcome series and predictive win‑back flows (using predicted order dates and engagement signals) and used Retention Analytics to optimize performance. The outcome: Windsor Circle campaigns produced about 40% higher open rates and 65% higher click rates versus other emails, the welcome series drove 1.6× opens and 2× clicks, and churn among customers fell by 72% over six months.

SurfStitch

Tamara Falcke

Email Channel Manager