Weezie Towels Boosted Winback Conversions 51% Using Monocle’s AI
Monocle’s AI optimized timing and offer for each customer, leading to a 51% increase in conversions and 46% increase in net sales for winback flows.
About
Weezie has quickly become one of the most recognizable names in modern home essentials. Famous for its plush, 100% organic cotton towels, the brand has grown since 2018 into a full line of bath and beach accessories—earning features in Forbes, Vogue, and New York Magazine.
The Challenge
When & How to Win Back Customers
Like most growing brands, Weezie had built up a pool of lapsed customers. Their winback flow was static, emails triggered off a customer’s first purchase date, with no real regard for changing behaviors or intent.
For Retention Marketing Manager Sarah Gorham Johnson, improving winback flows meant wrestling with the same questions every retention marketer knows too well:
- When is the right time to reach out?
- Does every customer really need an incentive?
- And how can we personalize without overloading a lean team?
The answers to those questions held clear revenue upside. But with the tools available, Sarah’s team couldn’t move beyond a one-size-fits-all approach, leaving potential revenue on the table.
"Updating our winback flow to reflect user intent felt like a mammoth, manual undertaking. We turned to Monocle to take the burden off our hands," says Sarah Gorham Johnson, Retention Marketing Manager at Weezie.
The Solution
From Static Rules to Real-Time Decisions
Within just a few days, Monocle was fully integrated into Weezie’s existing tech stack and delivering actionable insights. Previously, the team had grouped customers into broad segments and targeted them with the same winback offer. With Monocle, those static rules were replaced by real-time signals and historical purchase behavior, allowing flows to be timed and tailored at the individual level.
Instead of sending every robe purchaser the same offer exactly 30 days later, Monocle now decides when each customer should be contacted and what type of offer, if any, is most effective, balancing both conversion and margin. In practice, this often means lower discounts or no discount at all for high-intent customers. By adapting both timing and incentive per customer, Weezie has tightened the window between first and second purchases while protecting profitability.
"Knowing that Monocle's AI models will keep learning is huge," says Johnson. "Instead of constantly monitoring customer behavior manually, I can let AI do its thing."
Beyond improving winback flows, Monocle also delivered an unexpected benefit: visibility into Weezie’s entire incentive strategy. With Monocle's Incentive Dashboard, Sarah can track every offer being redeemed, including discounts leaked to third-party sites, in one place. What once required digging through spreadsheets is now clear in real-time dashboards, giving marketing and merchandising teams the insights they need to protect margins and optimize promotions across the business.
Monocle does so much more than optimize winback; it gives us insights into the overall health of our business. Our team has been able to substantially contribute to the company-wide goal of cutting costs and improving margins.
The Results
51% More Conversions, Without Sacrificing Margin
With Monocle, Weezie drove a 51% lift in winback conversions while protecting profit margins, turning retention into a reliable growth lever.
Here’s what the team has achieved so far with Monocle’s help:
- Higher conversion rates on winback campaigns
- More efficient use of incentives, protecting margins
- Better visibility into the brand’s overall promotion strategy
As Weezie prepares to expand into new channels, Sarah plans to take the partnership further by bringing Monocle into all of the brand’s email marketing flows.
Since Monocle has already worked so well for us, it only made sense to apply it across all of our flows.
