Client Success / Case study 04

Long-term Growth Sustained.

Client: KS Diaries
Industry: Event Photography · $5.8M
Duration: 16 Weeks

$60K

Additional Bookings, No New Hires

20%

Retention Rate Improvement

3.5×

Lifecycle Automation ROI

51%

Repeat Booking Rate (from 31%)

01 / The Problem

Revenue That Ended at Delivery

KS Diaries had 11 years of exceptional work and high satisfaction, yet repeat booking rate sat at 31%. They were funding expensive acquisition cycles to replace clients already earned. No structured retention. No post-sale touchpoints. The only path to growth looked like hiring.

02 / Our Approach

Lifetime Value Engine

Operational Automation Layer

Every recurring admin task automated via Dubsado and HubSpot. Freed 22 hrs/week, creating capacity for additional bookings without headcount.

Behavior-Triggered Upsell Sequences

Anniversary dates trigger booking prompts. Referral campaigns fire at peak satisfaction. Dynamic upsells offered at moments of highest emotional engagement.

Client Loyalty Architecture

Three-tier loyalty: priority booking windows, loyalty pricing, and retainer packages. High-NPS clients auto-routed into referral program with personalized incentives.

03 / Engagement Timeline

16 Weeks,
4 Phases

Wk 1–2

Lifecycle Mapping

Zero touchpoints post-delivery. 22 hrs/week of manual admin documented.

Wk 3–5

Retention Design

5-stage nurture, NPS logic, anniversary triggers, re-engagement tracks, loyalty tiers defined.

Wk 6–10

Automation Build

All sequences live. NPS at day 14 and 90. Upsell triggers wired. Referral program launched.

Wk 11–16

Revenue Loop

Cross-sell layer added. Loyalty tiers activated. First anniversary campaigns fired.

04 / Tech Stack

Tools
& Why

CRM

HubSpot CRM

All 5 retention stages as automated workflows. NPS, booking history, and engagement centralized.

Klaviyo

Post-delivery nurture system. Segmentation by event type, satisfaction score, and behavior.

Operations

Dubsado

Booking confirmations, questionnaires, pre-shoot comms automated: 22 hrs/week eliminated.

NPS

Delighted

Day 14 and day 90 surveys. High-NPS respondents auto-routed into referral program.

Intelligence

Attio

Relationship tracking across all touchpoints. Flags churn risk before contacts go cold.

Automation

N8N & LangChain

Cross-tool orchestration: anniversary alerts, loyalty upgrades, satisfaction triggers.

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