For Tortuga, charting your
own course just kind of comes with the territory—both in travel and in
business.
Originally conceived as a side project of Fred Perrotta and his co-founder
Jeremy Michael Cohen, the travel brand was founded in 2010 with a mission
to never let another traveler's trip be ruined by bad luggage.
Tortuga launched as one of the
first brands devoted specifically to carry-on-sized travel backpacks
—and this trailblazing spirit carried over to their marketing approach, too.
The Challenge
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As a small bootstrapped company, Tortuga turned to organic channels to
grow scrappily early on instead of relying on ads like most DTC companies
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They found great success WoM and affiliate marketing—but found it
difficult to quantify which articles, reviewers, and creators actually
influenced purchases
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Tortuga needed a way to validate traffic data with direct-from-consumer
data to better understand the ROI of their marketing channels
“We started before the big DTC boom, so we didn’t have the playbook to
effectively run a big paid digital ads program because the playbook didn’t
exist yet,” said Perrotta. “We just tried a little bit of everything.”
This included tinkering with some Google Ad spend (as Perrotta recounts:
“Our very first bag was ugly and off-putting to people, so our bounce rates
weren’t good”) before eventually finding success in scrappier organic
tactics like content marketing, affiliate marketing, and WoM referrals
during the early days of the travel blogging trend.
While these tactics proved successful in bringing Tortuga to profitability
and differentiating their brand, it was difficult to attribute exactly what
was driving purchases—a key concern for a growing team that couldn’t afford
to have dollars go to waste.
“Google Analytics might say they originally came from a blog post, but
maybe the last touch that actually pushed them to purchase a comparison
guide from an affiliate, or an endorsement from a YouTuber they trusted,”
said Perrotta.
“We didn’t have a good way of gleaning insights on how our customers were
finding out about us, especially when that activity was happening offline.”
The Solution
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Tortuga partnered with Fairing to build an always-on stream of customer
insights
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By building a pipeline for zero-party data, Tortuga could confidently
attribute purchases to their source and make informed optimizations to
its site
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Tortuga also used Fairing’s Question Stream™ to identify advantages over
competing products so they could double down on their strengths
Tortuga turned to post-purchase questions within Fairing to build a
wellspring of always-on
zero-party data
on how and why their customers were buying their bags. This
enabled Tortuga to better balance their marketing efforts towards high ROI
channels and tactics.
In building out their
Question Stream™,
Tortuga focused on questions targeted at understanding how customers were
finding them, what considerations were causing customers to choose Tortuga
over competitors, and how they might optimize their site accordingly.
Explore the module below for more insights into how Tortuga structured its
Question Stream™ within Fairing:
Tortuga's Favorite Fairing Question
Since launching their post-purchase “how did you hear about us?” Question
Stream™ within Fairing, the Tortuga team has seen some astonishing results
that are driving real impact within their attribution, CRO, and research
efforts:
The Results
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After seeing only 1% of customers report hearing about Tortuga from the
blog, the brand moved resources from SEO to high-performing store pages
and affiliate content instead
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Fairing data showed affiliates and influencers producing more customers
(49%) than was reported by Google Analytics (31%), prompting Tortuga to
initiate affiliate product seeding
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Tortuga discovered that 20% of their customers came from offline
referrals like Word of Mouth
Since launching their post-purchase “how did you hear about us?” Question
Stream™ within Fairing, the Tortuga team has seen some astonishing results
that are driving real impact within their attribution, CRO, and research
efforts:
Reviewing and Reducing their Investment in Organic SEO
Although blog content had been Tortuga’s bread and butter for years,
Fairing data showed only about 1% of customers actually first heard about
Tortuga from their blog.
At the time, the brand was focused on driving a lot of traffic from the
blog and investing heavily in driving more.
Since then, Tortuga has gone from spending nearly 100% of its marketing
time and budget on the blog to about 10%—choosing now to invest in store
page SEO and affiliate content instead.
Doubling-down on Affiliates and Influencers
While Google Analytics showed 31% of Tortuga’s business coming from
affiliate or influencer referrals, responses direct from the customers
themselves in Fairing showed that affiliate content was actually driving
49% of business—uncovering a huge blind spot in GA’s data that was missing
the source of nearly a fifth of Tortuga’s revenue.
“We were seeing names of a lot of YouTubers in particular pop up, with a
handful of backpack review creators driving an outsized portion of
purchases,” said Perrotta. “It became clear this was a channel we were
perhaps overlooking and needed to put more effort into supporting.”
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As a result of having better data around affiliate content’s contribution
to their business, Tortuga formalized a process for seeding new product
samples and suggested brand messaging points to product reviewers in
advance—going from sending a couple of sample packages per launch (if
any) to sending out 15-20 packages.
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As a result of this increased focus on affiliate content, Tortuga was
able to grow affiliate sales by 74% YoY.
Finding Growth in Friends and Family Referrals
Customer responses in Fairing showed that almost 20% of customers were
referred to Tortuga by a family member or friend. Meanwhile, Google
Analytics didn’t show any of this offline, word-of-mouth activity.
This data is helping Tortuga optimize the pricing strategies and
promotions it makes available on its site—such as running bundled
packages enabling people to buy two bags at once for themselves and a
travel buddy.
Informing Future Product Development
Fairing data is also playing an active role in Tortuga’s future product
development, by giving their customers a voice into which travel-focused
products they want to see next—and arming the Tortuga team with the
insights they need to win repeat customers.
“Now that we’re doing more accessories, figuring out how to cross-sell and
bundle and see how people want to buy, Fairing is helping us formulate next
year’s product development plans around a better understanding of what our
customers actually want,” said Perrotta.
Get zero-party insights like these for yourself—
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