How a Customer Engagement Agency Won a $220K Project with Lumber Liquidators
| Client Type | Customer Engagement Agency |
| Win | $220K Project, Lumber Liquidators |
| Verticals Served | Retail, Home Improvement, Building Materials |
The Challenge: A Customer Engagement Agency With No Reliable Path to New Retail Clients
This customer engagement agency had built a solid practice around helping retail brands build better relationships with their customers.
They knew how to use data, personalization, and loyalty strategies to keep buyers coming back, and they’d done it for brands that operated at scale.
What they didn’t have was a consistent way to get those capabilities in front of new prospects.
New business came in through word of mouth and existing contacts, which kept things running but didn’t drive the kind of growth the agency was capable of.
Getting to the right marketing and customer experience decision-makers at major retailers required a sustained effort that wasn’t happening internally.
They needed a program that could open doors with the right retail brands on a consistent basis.
Why Outsourced New Business Made Sense
For customer engagement agencies, retail decision-makers are busy and hard to reach, and building enough familiarity to earn a real conversation takes more consistent outreach than most agency teams can manage on top of client work.
RSW/US assigned a dedicated New Business Director to prospect on the agency’s behalf, working retail targets across phone, email, LinkedIn, and direct mail to build awareness and generate the right meetings.
How RSW/US Built the Program
The kick-off process focused on identifying what made this agency’s approach different: a data-driven methodology for building customer loyalty programs that actually moved retention metrics, combined with the ability to personalize at scale for retail brands with large, complex customer bases, which gave the New Business Director a concrete story to tell.
RSW/US built a targeted prospect list of specialty retailers and home improvement brands where improving customer retention and lifetime value were active priorities.
Outreach was tailored to speak to the specific challenges those marketing teams faced around loyalty, repeat purchase, and customer reactivation.
Lumber Liquidators was identified as a strong fit early in the program.
The outreach built credibility with the right contacts over time, and when the opportunity developed, the agency was well positioned to respond with a relevant proposal.
The Result: A $220K Engagement with Lumber Liquidators
The agency won a $220K project with Lumber Liquidators, one of the largest specialty flooring retailers in the country.
It was a direct result of consistent, targeted outreach that put the right agency in front of the right prospect at the right time.
For a customer engagement agency looking to grow its retail client base, winning a project of this size with a nationally recognized specialty retailer was exactly the kind of outcome the new business program was built to produce.
Learn more about Lumber Liquidators.
Is Your Agency Ready to Win More of the Clients It Should Be Working With?
If your agency has real expertise and a proven approach, RSW/US can help you get it in front of the right decision-makers. We build the program, generate the right meetings, and help move opportunities forward.
Want to see exactly what’s included in a full program? Explore Our Offerings
Want to understand how we work day-to-day? See Our Process
Have questions before you reach out? Read Our FAQ
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