Customer Communications

Personalised Marketing That Nurtures Relationships And Supports Long-Term Growth

At Ellis Marketing, we help you make the most of every opportunity—whether that’s attracting new prospects or nurturing your existing customers into loyal, repeat buyers.

Finding new customers is important, but it’s equally powerful (and often more cost-effective) to connect deeply with the people who already know your brand. Together, we can build communication strategies that grow your customer base and keep them coming back.

It begins with insight—researching your prospects and customers to better understand their needs, behaviours, and motivations. From there, we craft a contact strategy that supports every stage of the customer journey, keeping your brand front of mind in a way that is genuine, useful, and well-timed.

Why This Matters

  • Acquiring new customers brings fresh growth and opportunity.

  • It costs 5x less to convert and retain your existing customers than to find new ones.

  • Personalised, timely messages build trust, increase repeat sales, and turn customers into advocates.

The 4 Key Stages of the Customer Journey

Whether you want to sharpen your contact strategy, increase repeat purchases, or simply communicate with more impact—we will design for you a practical, insight-led customer journey that delivers real results.

  • Goal: Get noticed by the right people.

    This is where your brand makes its first impression. We can help you attract new prospects and build visibility through purposeful messaging and smart channel selection.

    What you get:

    • Audience insights and segmentation

    • Top-of-funnel contact strategy

    • Copy and templates for communications (email, SMS & phone)

    • Ideas for welcome or introductory campaigns

  • Goal: Nurture interest and build trust.

    Once a prospect knows who you are, it’s time to position your value clearly. We will develop messaging that addresses customer needs, answers common questions, and gently guides them towards making a purchase.

    What you get:

    • Mid-funnel content plan and sequencing

    • Copywriting for nurturing communications (email, SMS & phone)

    • Templates to showcase services, products, or testimonials

    • Personalised campaign suggestions

  • Goal: Convert interest into action.

    Help customers feel confident and ready to buy. We will help you create an easy, reassuring buying experience—whether online or in-store.

    What you get:

    • Messaging and creative for conversion-focused campaigns

    • Transactional communication templates (confirmations, reminders, etc.)

    • Copy for limited-time offers or purchase nudges

    • Strategy for upsells or first-time buyer follow-ups

  • Goal: Keep customers coming back.

    Retention is more cost-effective than acquisition. Stay top of mind through valuable, relevant communication that deepens relationships and drives repeat business.

    What you get:

    • Retention and re-engagement strategy

    • Copy and templates for loyalty emails, thank-yous, post-purchase check-ins

    • Anniversary or milestone messaging

    • Referral and review request content

 FAQs

  • It’s a structured plan for how, when, and where you engage with your customers—across email, SMS, CRM, and in-store touchpoints. The goal is to create timely, relevant interactions that build trust, drive repeat business, and support long-term loyalty.

  • Most marketing focuses on attracting new leads. Customer communications zeroes in on nurturing the relationships you already have—often the most cost-effective way to grow your business. We also tailor messaging based on where someone is in their journey with your brand.

  • Absolutely. While retention is a major focus, we also help you attract and convert new customers with smart, targeted communications and lead nurture strategies.

  • Not much to start! We’ll work with whatever tools you have—like Mailchimp, your CRM, or even spreadsheets. Ellis Marketing can also help recommend or set up simple systems that suit your size and budget.

  • You can often see early improvements—like better engagement or response rates—within a few weeks of consistent, relevant messaging. Stronger retention and repeat purchase results usually follow in the months ahead.

  • Pricing depends on the level of support you need—whether it’s a one-off strategy or ongoing implementation. We provide a clear proposal upfront, with options to suit your budget and goals.

  • Yes! Ellis Marketing can support you on a project basis or provide ongoing monthly help—whether it’s managing campaigns, refining your customer journey, or reviewing performance. We’ll tailor the support to what you need.

  • Together, we’ll define what success looks like—whether it’s increased engagement, improved retention, more repeat sales, or something else. We can help you set up simple ways to track what’s working (and what’s not) so your communications keep improving.