What are your next steps?
As you close the chapter on this review session, there are a few final tasks to complete on your end, including:
- Recap the call and any action items via email.
- Implement key changes in the client's Klaviyo account.
Let’s walk through best practices for each of these important steps.
Determine what to include in your recap email
First and foremost, follow up with your client via email. This closes the chapter on this review session, and sets the tone for what you plan to discuss next time.
Summarize main discussion topics and SMART goals
To start your email, thank the client and their team for attending this call, and summarize the main points that you discussed. If you recorded the call, make sure to share the recording for anyone who may not have been able to attend.
In particular, you may:
- Highlight the top wins from the last few months, as well as any current roadblocks.
- Summarize questions or net new ideas that arose during the call.
- Link to your growth review slide deck and any other relevant resources you shared.
- Share the call recording for anyone who may not have been able to attend.
Share concrete next steps with deadlines
You should also remind attendees of any next steps coming out of that call; i.e., the actions you and your client are going to take on before the next growth review.
Don’t forget to be detailed with this messaging! You should specify:
- Exact tasks needed to be done for the 3-5 SMART goals you set together.
- Any required steps your client specifically needs to take in order for your team to action these goals.
- The measurable outcomes you aim to achieve with these goals.
- Deadlines for when each task should be implemented to stay on track.
Ask for feedback
You may optionally ask for feedback about how this growth review call went.
For instance, create a feedback form that asks the client questions like:
- Did you find this call helpful?
- Do you feel confident that our team is implementing successful strategies for your brand?
- What did you like most about this review session?
- What did you not like about this review session?
- What would you like to see next time that we did not cover today?
- Do you have any additional questions for our team?
Remind the client of the next growth review
Last but certainly not least, make sure to either schedule or remind your client of the next growth review call. Specify the exact date and time, and encourage them to let your team know if this date no longer works for their team, so that you can re-schedule sooner than later.
These calls should be ongoing, throughout this customer’s lifecycle with your agency, so make sure that both your team and their team prioritizes these meetings!
Use our email template (Optional)
We just covered quite a lot of ground to include in your follow up email. Now let’s build it together. Here is an example template you can use and customize when following up with your client:
Hi [ First name ],
As always, it was great walking through these numbers with your team. It is wonderful to see how much progress we have made in the last [ quarter, month, etc.] and how that work is paying off. In particular, in the last month we saw:
- X% increase in [ metric ] upon implementing [ strategy ].
- # more [ channel ] subscribers after adjusting [ strategy ].
- $X in revenue attributed to [ channel, strategy, etc. ].
Going forward, our team will work towards the following goals to continue iterating upon these strategies and testing out the new ideas covered today:
- SMART GOAL
- SMART GOAL
- SMART GOAL
In order to accomplish these goals, here’s what we need from you: [ Relevant task - if applicable; e.g., Confirm budget approval for implementing Klaviyo Reviews in the next quarter. ]
Share your feedback with our team. Fill out this [ feedback form ].
As a reminder, our next call will be [ Date ]. If this date no longer works for your team, please let us know. Otherwise, we look forward to chatting through progress on these goals and updated data then.
Best,
[ Your name ]
Implement key changes in the clients Klaviyo account
While the hope is that your growth review conversation uncovers mostly wins and high performing metrics, the reality of most reviews is that you will have a mix of high performing and lower performing metrics.
Let’s walk through best practices to drive impact in your client's Klaviyo account and improve these key performance indicators. Use this as a stepping stone for what to do and where to go next for step-by-step guidance.
Increase email engagement
If your client aims to increase email opens, clicks, etc. ahead of your next call, here are a few best practices to implement:
- Adjust their subject lines (e.g., adding more action verbage, teasing a new incentive, testing emojis, etc.)
- Tighten the engagement criteria for the segments you send to.
- A/B test the email content to ensure the style of the email, incentive offered, subject line, preview text, etc. is optimized for this audience
- Adjust your sending timeframes, including running a Smart Send Time test to optimize for the highest engagement timeline for this brand.
Learn more email best practices in Your strategic guide to Klaviyo email success.
Increase SMS engagement
If SMS engagement dipped since last review, here are a few adjustments to make:
- Build a virtual contact card to build trust among SMS recipients and reduce unsubscribe rates (by 3x on average!).
- Make sure SMS is added to all of your client’s high-engagement purchase flows (abandoned cart, browse abandonment, back in stock, price drop, order updates)
- A/B test SMS copy to find what resonates best with subscribers.
- Stagger the SMS segments you send to on a regular basis, turning Smart Sending on for all SMS campaigns.
- Build an SMS error segment (those who have failed to receive a text in the past) to exclude from your campaign sends to boost deliverability.
Read more SMS best practices in Your strategic guide to Klaviyo SMS success.
Increase revenue and conversions
If your goal is to increase revenue or conversions, you may implement the following best practices:
- Adjust your targeting strategy based on customer lifetime value (e.g., send new higher-priced promotions to a segment of high-CLV customers, send exclusive savings to low-CLV customers).
- Edit the flow pathways of conversion-based flows, like repeat purchase nurture series, abandoned cart, price drop, etc. You can A/B test the copy and individual pathways to make sure you are sending content that engages.
- Enhance the checkout or catalog page experience on-site. Even if the marketing messages are solid, if the browsing or checkout experience are not optimized then that can detract from conversions.
Explore more ways to boost conversions.
Increase marketing subscriptions
If your goal is to gain new subscribers, here are a few acquisition strategies to employ to boost list growth:
- Collect marketing consent at checkout on your client’s site.
- Employ new form strategies, optimizing for what resonates best using Klaviyo’s AI form optimization tool.
- Employ external list growth initiatives; e.g., employ Facebook lead ads using Klaviyo’s Facebook Ads integration.
- Configure Smart Opt-in on Klaviyo sign-up forms to remove friction from the SMS consent collection process.
Check out creative ways that other brands successfully grew their lists.