When Automation Gets a Human Touch
Background:
In the ever-evolving world of fashion, staying connected with customers is paramount. Akira, an uber trendy brand on the cutting edge of fashion, recognized a significant opportunity to enhance their communication with customers, leading to a surge in email and SMS engagement. By leveraging data to understand customer preferences, the brand built enriched customer profiles and perfected the timing of their messages.
In today's digital-first marketplace, ensuring a seamless customer journey is pivotal. But, like many brands, our client found their new customers stuck at the funnel's top and watched their longtime followers' loyalty wane. Their quarterly goals were in jeopardy, and they needed a swift, strategic intervention.
Decreasing Engagement Rates:
Initial metrics indicated a drop in email and SMS engagement, signaling decreasing customer interest.
One-size-fits-all Messaging:
The brand's previous communication strategy was largely generic, failing to address individual preferences and needs.
Siloed Data Sources
Multiple, siloed data sources made it challenging to get a unified view of the customer.
Acquisition Bottlenecks:
Potential customers showed initial interest but struggled to move down the funnel, leading to significant drop-offs before conversion.
Retention Decline:
Loyal customers, the lifeblood of any brand, began to lose their connection with the brand, risking churn and lost revenue.
Customer Fatigue:
Potential customers showed initial interest but struggled to move down the funnel, leading to significant drop-offs before conversion.
Data-Driven Personalization:
Preference Center Implementation:
Timely Triggers:
Boost in mobile engeagement
Improvement in customer retention rates
Lift in conversion rate
Acquisition Bottlenecks:
Potential customers showed initial interest but struggled to move down the funnel, leading to significant drop-offs before conversion.
Retention Decline:
Loyal customers, the lifeblood of any brand, began to lose their connection with the brand, risking churn and lost revenue.
Customer Fatigue:
Potential customers showed initial interest but struggled to move down the funnel, leading to significant drop-offs before conversion.
Acquisition Bottlenecks:
Potential customers showed initial interest but struggled to move down the funnel, leading to significant drop-offs before conversion.
Retention Decline:
Loyal customers, the lifeblood of any brand, began to lose their connection with the brand, risking churn and lost revenue.
Waning Loyalty:
Potential customers showed initial interest but struggled to move down the funnel, leading to significant drop-offs before conversion.
Conclusion: