How JOLYN Increased Winback Conversions 9x with Monocle
JOLYN brought dormant customers back by letting Monocle’s AI personalize when to send winback emails and what to offer, boosting both conversions and AOV.
9X
increase in conversion rate from winback flows
+15%
lift in average order value from reactivated customers
5
winback audiences
about
JOLYN is the swimwear brand trusted by Olympic athletes and everyday swimmers alike. From its Southern California roots, it’s grown into a global name in women’s activewear, with a cult following for its bold, stay-put suits that dominate both training pools and Instagram feeds. It’s built a reputation for high-performance gear, ocean conservation efforts, and empowering women in sport.
“There’s no way we could personalize each customer touchpoint manually. This technology has completely changed how we think about reactivation.”
The Challenge
Poorly Timed Outreach, Missed Winbacks
JOLYN had a feeling their one-size-fits-all winback flow was leaving money on the table.
Some customers were ready to repurchase within months, others not for a year—yet every lapsed shopper was treated the same. Emails went out once customers hit a static “lapsed” definition, always with the same blanket offer.
The result: mistimed outreach and revenue left behind. The team suspected there could be a smarter way to optimize their winback flows but lacked the tools to adapt timing and incentives to individual behavior.
“We’ve always struggled with winbacks. Only 2–3% of first-time buyers return, so it's like trying to find a needle in a haystack.”
The Solution
Monocle Personalized Winbacks with AI Timing & Offers
With Monocle, JOLYN replaced static rules with AI that continuously learns from each customer’s behavior. The platform analyzes purchase history, browsing patterns, and preferences (like beachwear vs. poolwear) to predict the right moment and the right offer for every shopper.
When a customer’s likelihood to repurchase spikes, Monocle automatically triggers Maestra to send a personalized email—with tailored incentives and product picks—no manual segmentation or guesswork required.
The Results
9X
increase in conversion rate from winback flows
+15%
lift in average order value from reactivated customers
5
winback audiences
The Results
Smarter Winbacks, Higher CVR + AOV
JOLYN’s old winback flow treated every lapsed customer the same, which meant missed opportunities and unnecessary discounts. Monocle changed that by adapting to each shopper’s behavior in real time. The result was more efficient retention: higher conversions, stronger order values, and a process that worked automatically instead of needing constant attention.
