ADA enhanced OWNDAYS' post-purchase CRM with personalized messaging and marketing automation, increasing customer engagement and retention in stores.
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Problem Statement
OWNDAYS needed to improve customer retention and engagement in a rapidly evolving retail landscape post-pandemic.
Insights
OWNDAYS identified critical gaps in the customer journey, particularly in transitioning from purchase to post-purchase CRM and personalised messaging. The campaign aimed to increase the engagement rates and return customers to physical stores.
Strategy
ADA developed a comprehensive strategy to enhance customer experience with marketing automation, mapping an ideal contact strategy, integrating customer data, and optimising engagement through A/B testing.
Execution
•Sent personalised birthday vouchers followed by urgency-focused follow-up emails.
•Crafted curiosity-inducing subject lines to boost email open and click rates.
•Automation Journey: Deployed re-engagement materials and A/B tested content with strategically timed communication leading up to voucher expiration.
