Case Study
Case Study
Case Study
The Travel Agency
The Travel Agency
The Travel Agency has redefined what cannabis retail can look and feel like. As the business expanded across New York City, ABC was brought in to help strengthen what happens after the sale—building the CRM, loyalty, content, and lifecycle systems needed to increase retention, improve customer value, and support long-term growth.
The Travel Agency has redefined what cannabis retail can look and feel like. As the business expanded across New York City, ABC was brought in to help strengthen what happens after the sale—building the CRM, loyalty, content, and lifecycle systems needed to increase retention, improve customer value, and support long-term growth.
The Travel Agency has redefined what cannabis retail can look and feel like. As the business expanded across New York City, ABC was brought in to help strengthen what happens after the sale—building the CRM, loyalty, content, and lifecycle systems needed to increase retention, improve customer value, and support long-term growth.
CRM & Loyalty Management
Retention Strategy
Growth Strategies
Multi-Store Segmentation
Planning & Optimization
Analysis & Reporting
About the work
About the work
About the work
Most retailers focus on acquisition. The Travel Agency understood that sustainable growth comes from retention.
As one of New York's most recognizable cannabis retailers, the challenge wasn't awareness—it was creating meaningful relationships with customers long after their first purchase. ABC partnered with The Travel Agency to transform CRM from a marketing channel into a business system. Together we developed a retention-focused operating model spanning loyalty strategy, lifecycle marketing, customer segmentation, editorial content, promotional campaigns, and performance reporting. Every message, automation, and offer was designed to strengthen customer relationships while generating measurable revenue.
Today, ABC serves as an extension of The Travel Agency's marketing team—planning, executing, and optimizing CRM programs across multiple locations. The result is a more efficient marketing engine, a more engaged customer base, and a scalable framework built to support continued growth.
Most retailers focus on acquisition. The Travel Agency understood that sustainable growth comes from retention.
As one of New York's most recognizable cannabis retailers, the challenge wasn't awareness—it was creating meaningful relationships with customers long after their first purchase. ABC partnered with The Travel Agency to transform CRM from a marketing channel into a business system. Together we developed a retention-focused operating model spanning loyalty strategy, lifecycle marketing, customer segmentation, editorial content, promotional campaigns, and performance reporting. Every message, automation, and offer was designed to strengthen customer relationships while generating measurable revenue.
Today, ABC serves as an extension of The Travel Agency's marketing team—planning, executing, and optimizing CRM programs across multiple locations. The result is a more efficient marketing engine, a more engaged customer base, and a scalable framework built to support continued growth.
Colorado’s cann*bis market had matured—and commoditized. Seed & Smith, once a standout, was now competing on price in a race to the bottom. They needed to reset.
ABC helped refocus the brand on its roots: small-batch cultivation, in-house manufacturing, and Colorado-grown craft. We leaned into a narrative that echoed the ethos of the craft beer industry —local pride, consistent quality, and an honest, unpolished tone.
We overhauled the visual identity, messaging platform, and packaging system to communicate quality at every turn. The result: a brand that looked, sounded, and performed like a top-shelf offering.
Business outcome
$4M+ CRM -Attributed Revenue
Relationship-driven customer revenue generated throughout our 1.5yrs partnership.
$4M+ CRM -Attributed Revenue
Relationship-driven customer revenue generated throughout our 1.5yrs partnership.
7.3x Partnership Value
Revenue generated relative to annual partnership investment.+94% Recovered Revenue Lift
Win-back automations generated 2X the revenue of the previous recovery approach in less than a month.
+200% Revenue Efficiency
Loyalty automations generated 3x more revenue per message while reducing send volume.
