Context
GravityKit had a strong development culture but limited customer engagement beyond technical support. We needed a way to build stronger relationships, gather feedback, and engage both prospective and existing customers in a more personal, value-driven way.
My role
I led marketing initiatives to improve customer engagement, ensuring users felt heard, received timely product updates, and saw their feedback integrated into the development process.
Actions taken
- Launched and grew a weekly email newsletter featuring product updates, helpful content, ecosystem news, and relevant tools.
- Built live, interactive demo showcases for each of GravityKit’s WordPress products
- Co-hosted monthly livestreams and Q&A sessions highlighting new releases, product updates, and company news.
- Took ownership of the Academy site, bringing it in-house, restructuring it, and publishing guides and video lessons.
- Developed a semi-annual, space-themed print newsletter to create a unique brand touchpoint.
Results
- Reduced the monthly refund rate by 50% within the first year.
- Achieved a consistent 35%+ open rate on the newsletter, directly generating new conversions.
- Grew the newsletter audience to 5,000+ subscribers.
- Increased YouTube watch time by 15% annually through livestreams, shorts and other video content.
Refund rate by month
YouTube watch hours
Print mailer page