In-depth customer support through automation means this business with a purpose helps thousands more people get their healthy selves back.
Rebecca Walker wasn’t well. She felt permanently tired, struggled to sleep at night, and was gaining weight with worrying speed. It felt like she was losing control over her own body and then a family tragedy changed everything. When her father died of a heart attack at 55, Rebecca realized it was time to transform her own health, or she could end up in the same place.
“It was a health crisis,” Rebecca recalls. “I knew I needed to make changes, but I didn’t know how. I ended up working with a nutritionist—which made a real difference—and then we decided to combine my skills as a life coach with hers as a nutrition expert to put this program together and replicate what helped me.”
What helped most, Rebecca realized, was a decision to focus on the underlying root causes of health issues and the factors that often prevent people from acting on the advice that healthcare professionals give them.
A journey to a deeper change
“It’s not doctors’ fault; our healthcare system is just not set up in a way that allows them to focus on people being in optimal health,” she says. “It takes a lot more handholding than they have time for. Even if you have a really great functional medicine doctor, they often still leave people hanging. They tell people they need to make changes, but the people don’t know how to do that. Cambiati understands how to support them in taking action and what tools they need, and we can then pair that with excellent nutrition advice that we know is effective.”
Finding the right change to make—and then giving meaningful support in making it—sits at the heart of Cambiati. The name itself is an adaptation of the Italian phrase for “making a change.”
“Our initial breakthrough sessions with customers are one of my favorite things to do,” says Rebecca. “It makes a real difference for people who know something’s wrong but have nowhere to turn. We are not a weight-loss company—we’re a get-your-healthy-you-back company. What makes us different is that we treat weight as a symptom and not the only thing that people should be concerned about. We look for the root cause rather than just applying a band-aid.”
The CX difference-maker
Cambiati’s physical store in Lafayette, California, has always been a bigger part of the business. However, as the wellness center has grown, and with the unique events surrounding COVID-19, technology became crucial to enable personalized support at scale. “One of the things that differentiates us is the way we use technology and the support we can give because of it,” says Rebecca. “We have an eating cleanse that we recommend to people, and one of the great things about ActiveCampaign is how we can support that with automations. We can check in with clients, reminding them about things they need to do and where they can get support. Doctors don’t have that support built-in—and neither do most of the big brands we’re competing with.”
Effective support for change isn’t just about knowing when to reach out. How you reach out matters, too. “Pairing emails with text messages has been really effective,” says Rebecca. “Email marketing doesn’t always make it into an inbox. Lots of people have Gmail, and our emails about the eating cleanse can get sent to the Promotions tab. We can now send a text saying, ‘Did you get this?’ and prompt them to pull us out of those Promotion folders. There are also plenty of people who just flat out prefer getting a text.”
Automations don’t just bring Cambiati’s programs to life in terms of support. They also have a key role in building the business, turning casual interest into clients ready to make the change.
“The Zapier integration with ActiveCampaign has been very beneficial for us,” says Rebecca. “We’re busy people and it’s difficult to follow up on every little opening. Now we’re able to do that in a really programmatic way. Today, I had someone who didn’t show up to their initial ‘breakthrough’ session with us. Before ActiveCampaign, we’d have to call them a bunch of times to get things on track. Now we have a whole system: a campaign starts by reaching out with, ‘Let’s get you rescheduled,’ and then turn steps on and off based on the actions they take.”
Another tool in their tech stack is the ActiveCampaign integration with WooCommerce, providing technology that builds engagement and brand loyalty by sending clients relevant and timely messages about products & services they’re interested in.
The path to digital wellness
ActiveCampaign’s ease of use and integration offers a huge difference that Rebecca and her co-founders have noticed since switching. Before, Cambiati’s relationship with technology was far from an example of “wellness in action.” She remembers when suppliers lost customer lists that had been cultivated over 8 years. She also struggled to get different aspects of Cambiati’s operations talking to one another effectively.
“There was something about ActiveCampaign that just made it all much easier,” she says. “I found it so helpful to have the automations’ logic set out visually and be able to easily adjust and change things as I went. I like seeing exactly where a client is in their journey at any given time.”
Easy-to-use features are a fantastic start. However, as someone who’s built a life and a business helping others make a change, it’s the hands-on support of ActiveCampaign that Rebecca values most.
“ActiveCampaign’s training calls have been a game-changer,” she says. “We have a fantastic account manager, and having someone I can talk to who helps me understand how to push things forward on my account… do you know how much money I would pay for that? And I get it all with my ActiveCampaign subscription. It’s helping us clean up our lists and get to grips with A/B testing. I’d estimate it’s saved us 10% of our time already, and we’re really excited about integrating more of our systems going forward. Working with ActiveCampaign has made me a more sophisticated marketer.”
And that’s a healthy change for any business.
If you want to learn more about the platform that Cambiati uses every day to create a personal experience for their members, try ActiveCampaign for free starting today.