Our case studies, written in complete confidentiality, allow you to understand our expertise, the issues addressed and our working method
From transactional to relational
Situation
An electronic equipment e-commerce site expressed the desire to move from a transactional model to a relational model by focusing on key customer segments
Goals
The main objective was to develop engagement of the existing customer base. The company needed to “get closer” to key customer targets in order to develop customer value throughout the relationship
Actions
We have optimized the main touchpoints of the customer journey, in distinct phases for each target segment, with the aim of pooling efforts: acquisition , conversion and loyalty
• Redefinition of marketing campaigns, targeted to the specific needs of each segment, avoiding generic approaches
• Implementation of a dynamic calendar of merchandising campaigns, synchronized with European marketing campaigns, by target market and customer segment
• Creation of personalized landing pages for each target segment, ahead of a dynamic personalization project
• Redesign of the product and service offering, in line with the needs of target segments (providing value rather than discounts)
• Development of loyalty programs, linked to customer relationship management actions
• Support for teams for reinforced adherence to this new strategy
Results
Like any transformation, we had to be patient and carry out A/B tests in order to perfect our efforts which ultimately paid off:
• increase in customer registrations of 120% year over year
• jump of +25% in the conversion rate over the period recorded thanks to a better end-to-end customer experience (between targeted marketing, offers and adapted merchandising)
• the return rate of visitors increased by +20% over this same period with the NPS (Net Promoter Score) objective being exceeded by 18%
Expand your vision!
Digital transformation of a fashion brand
Situation
A trendy shoe brand was struggling to convert its strong social media presence into eCommerce performance
Goals
Align the digital strategy with the brand's social potential by creating a seamless experience across social media, eCommerce, and physical retail stores
Actions
1. Understand
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Audit of the existing digital strategy
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Listening to leadership objectives
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Analysis of social influence drivers
2. Co-create
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Redesign of the site architecture
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Integration of social content into the purchase journey
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Harmonization of product data
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Unification of CRM databases
3. Support
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Training teams on new tools
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Optimization of digital merchandising
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Data-driven management of restocking
4. Measurable Impact
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+100% appointments in pop-up stores
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+35% sales in 6 months (with a constant marketing budget)
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Stock optimization through predictive analysis
Results
The results were multiple, not only on the KPIs of the ecommerce site but also in terms of notoriety and drive-to-store:
• Appointments in pop-ups stores have doubled from one month to the next
• Sales increased by +35% over 6 months without change in marketing budget
• Finally, data management and sales analysis made it possible to achieve better restocking based on seasonality and audience peaks