A 32% Revenue Lift for a West Coast Dispensary

The dispensary already had a steady stream of visitors and an established retail offering. The gap was continuity: customers made an initial purchase without consistently returning, while sales remained flat month after month.

Email consisted of a monthly newsletter and occasional promotional sends. There was no automation, segmentation, or structured follow-up. The brief was to improve the existing customer relationship rather than make new foot traffic the central answer to a retention problem.

Hiigher undertook a complete overhaul of the email program. The work introduced behavior-based audience segmentation and automated communication across the customer lifecycle, replacing a largely manual campaign model with a more organized operating system.

The engagement covered welcome communication, cart-recovery reporting, and post-purchase follow-up. Each area had its own performance measure, allowing the team to evaluate engagement at a more useful level than one blended email result.

Testing was part of the work. The team compared subject lines and creative variants, with the original account reporting stronger conversion performance from personalized communication. That testing complemented the broader redesign of how the program was organized and managed.

Across 90 days, revenue from email increased 68%, overall store revenue rose 32%, and customer retention increased 21%. The original case study reports an 11× return on the email strategy.

At the program level, the welcome flow recorded a 56% average open rate, the recovery flow an 18% average conversion rate, and post-purchase communication a 22% average click rate. These operational metrics complement the broader revenue and retention outcomes, describing performance across different parts of the program rather than one blended engagement rate.

The operational result also mattered. The original account describes the automated program continuing to run while the store team focused on daily operations. The engagement therefore paired measurable business outcomes with a more structured way to manage ongoing communication.