Inside the Bombas Customer Retention Playbook
Myth busting on the impact of AI and other drivers of Modern Loyalty Marketing
June 25, 2025
1:00 PM EST
Register below for this event.
About The Event
Join Michelle DeStein, Director of Growth Marketing at Bombas, and Kelly Sullivan, Customer Success Lead at Simon Data, as they explore how Bombas leverages customer identity and advanced segmentation to build lasting customer relationships.
As Bombas shifts focus from acquiring new customers to retaining and engaging existing ones, they’re delivering thoughtful, personalized experiences that ensure every interaction, whether an abandonment follow-up or an upsell, is timely and impactful.
Key Takeaways:
- How to navigate the shift from customer acquisition to a repeat purchase strategy
- How Bombas uses advanced segmentation to tailor experiences for a diverse customer base
- Real examples and tips for engaging customers at key moments, from upsell opportunities to timely abandonment follow-ups
PRESENTERS
Michelle DeStein
Director of Growth Marketing
Bombas
Michelle DeStein is an accomplished marketing leader specializing in growth, retention, and customer lifecycle strategies. As Director of Growth Marketing and Retention, Michelle leverages a unique blend of creativity, analytical rigor, and customer-centric thinking to drive sustainable business growth and maximize lifetime value.
Kelly Sullivan
Customer Success Lead
Simon Data
Kelly Sullivan is an accomplished Customer Success professional with over five years of experience driving client satisfaction, retention, and growth. Throughout her career, Kelly has demonstrated a strong ability to build lasting relationships, optimize customer journeys, and deliver measurable business outcomes.
Today, Kelly leads her Customer Success team with a focus on strategic engagement, proactive support, and operational excellence. Her leadership style emphasizes collaboration, continuous learning, and customer-centric innovation. Kelly’s passion for empowering both her clients and her team has consistently resulted in enhanced client loyalty, increased expansion opportunities, and a thriving, motivated team culture.
Matt McCormack
Tennant Success Manager
Mall of America
Matt McCormack joined the Mall of America marketing team in 2022 to lead the development and launch of a new loyalty membership program—one of the first of its kind for a retail and entertainment destination. In 2023, he integrated MOA’s popular Holiday Rewards program into the new platform, enhancing value for both guests and tenants. With over 20 years of experience in sports and entertainment marketing, Matt has built a career on connecting with diverse audiences through innovative, integrated campaigns. Outside of work, he and his family of four stay busy with Irish dancing, high school theatre, and frequent travel adventures.
HOST
Bill Hanifin
Managing Editor
The Wise Marketer Group
Bill serves as Managing Editor of The Wise Marketer, known as The Global Voice of Customer Loyalty. The media site has been publishing news, insights, and research on customer loyalty, CRM, digital marketing and more for the past 18 years. Bill is also CEO Wise Marketer Group which operates The Loyalty Academy™ and WMG Advisory Services.