A leading national builders merchant approached us to help them drive customer retention and improve acquisition through loyalty and rewards, working across three of their brands. They wanted to increase brand awareness and engagement. It needed to be part of the upcoming launch of their latest rebrand, helping to promote the new family of brands
Our Customer Retention Approach
We consulted on and created bespoke targets and rewards for all invited customers. Our web experts built a tailored customer-friendly loyalty website on our platform that included; clear and concise messaging, an integrated online reward hub and automated communications. Together this created a seamless user experience.
In addition to this, we delivered tactical marketing campaigns to drive further engagement across all brands.
Throughout, we also worked closely with the leading national builders merchant sales and marketing team to launch the new initiative.
From a pool of 17,000 customers both dormant and spending, we encouraged 41% to sign up within the first 3 months. Our email communications produced an average open rate of 44% and 39% click rate. Sales growth also increased by 27% across all brands.
The scheme was also well received by branches who thought it was a great sales tool and helped drive positive conversations with customers.
‘It was exciting working on and launching a new brand and building an identity for it that translated into customer engagement and positive cash sales!’
Jonny Bone, Account Manager