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InboundAV identified key growth initiatives for Quick Quack: reduce churn, engage customers, and attract new subscribers. Facing a member churn rate challenge, Quick Quack turned to InboundAV to provide a creative solution.
Members reatined monthly
Decreased attrition rate
Quick Quack Car Wash is a company that provides exterior car washes. It is considered the fastest-growing car wash in the nation and home of the original "Unlimited Car Wash Membership”. With over 160 locations, the company is based in Roseville, California and has operations in Arizona, California, Colorado, Texas, and Utah. Today, Quick Quack is a leader in the car wash business.
Industry: Car Wash
Company Size: Large-Market (100+ Employees)
Location: California, Arizona, California, Colorado, Texas, and Utah.
• Increase Engagement
• Decrease Churn and Attrition rate
• SMS implementation
Quick Quack was experiencing high churn with members of their car wash unlimited subscription, with an average attrition rate of 10% when they sought out InboundAV in July 2021. It was discovered that when unlimited members stop using the Quick Quack car wash service for two weeks straight, they eventually churned. This gave us a clear idea about Quick Quack’s customer retention, which is an important factor in defining the company's membership success. When Quick Quack was having a difficult time getting a hold of their churn problem internally, they turned to InboundAV to help provide them with a solution.
InboundAV identified key growth initiatives for Quick Quack: reduce churn, engage customers, and attract new subscribers. We discovered that they had thousands of limited customers sitting in the database, waiting to be converted into unlimited customers. Our first step was to engage new members, while simultaneously nurturing limited members until they converted to unlimited members through email automations. We also started utilizing SMS when people didn’t open emails to expand member touchpoints, optimizing Quick Quack’s member journey.
Making targeted and specific approaches to reducing the churn rate was our next step. Through maintenance and due diligence, we possessed the ability to understand QQ’s members better and effectively reach them, leading to increased ROI. We identified at-risk members – the moment we noticed customers were not going to any of Quick Quack locations, even before the two week mark, we reached out to members, providing not just reminders but also informative emails and SMS to keep them engaged. Each time members visited a location, automations were in place to congratulate or thank them. All emails were implemented with proper segmentation and personalization, ensuring Quick Quack’s emails stood out in their members’ inboxes as highly relevant and tailor-made material. These automated emails were granularly built to strengthen member experiences by sending the right content at the right time.
In the first three months after launching the automations, we have seen a drop in the attrition rate by 1.5% (roughly 1,500 members retained every month compared to the previous quarter before InboundAV’s engagement). Limited members converting to Unlimited members are currently running 50.73%–measured by the number of contacts that entered the automation and received the emails against the total number of contacts that changed subscription status from limited to unlimited). InboundAV’s partnership with Quick Quack is ongoing and we continue to find creative ways to attract and engage customers, even with a potential NFT loyalty campaign on the horizon.