07432596106

07432596106

RETENTION

RETENTION

Acquiring new, loyal customers is extremely difficult and expensive (because it’s what everyone is trying to do), therefore it’s essential that new customer are retained in order to increase repeat order rates, lifetime value, revenue and profits generated from these.

Segmenting existing customers from new ones allows us to target these separate with specific campaigns, messaging, budgets and KPI’s, in order to ensure that each of these key audience groups is targeted and resourced appropriately.

Over the years I have created and developed a series of unique strategies and methodologies that allow us to identify, target, optimise, analyse, report and grow each of these audiences individually, resulting in incremental growth business wide.

+1,329% INCREASE IN NEW CUSTOMER LIFETIME PROFIT (YOY) – RETAIL

This approach allowed us to re-engage with existing cold, warm and hot audiences across channels, significantly increasing repeat order rates via engaging content and ads which enticed the users to return to the website and carry out additional purchases online, resulting in a massive 1,329% increase in profit when comparing the 12 months from June 2019 to the 12 months from June 2018.

10X INCREASE IN ORDERS (YOY) – RETAIL

By applying an integrated approach to our activity, we were eventually able to generate a 10X increase in new customer orders vs. the previous year. The above “New Customer Orders (After) graph represents first orders from new customers + the increase in repeat orders over the following 12 months (lifetime value), meaning that: when we combine the volume of new customers acquired, initial order volume plus the repeat orders they carried out over a 12-month period, this was equal to a 10X increase in orders vs. the same month during the previous year.

+545% INCREASE IN NEW & EXISTING CUSTOMER REVENUE (YOY) – ECOMMERCE

This strategy resulted in a +438% increase in revenue during month 1 (comparing YoY figures) and a +545% increase during month 2, with the vast majority of revenue coming from new customers. Existing customer revenue also grew significantly as a result of campaign level segmentation and re-engaging with previously dormant audience groups.

ACQUIRING NEW CUSTOMERS FROM A LOSS OF -13% TO PROFIT OF +11% – ECOMMERCE

This approach allowed us to go from making a net loss of -13% when acquiring a new customer during month 1 (eventually turning into a profit after month 12 and multiple repeat orders), to generating a net profit of 11%, which then increased to 30% within the first 12 months, due to increased repeat orders at decreased costs to the business.

COMBINED 12 MONTH CUSTOMER LIFETIME VALUE (£) ANALYSIS BY INITIAL (SEASONAL) SALE % – RETAIL

What this showed us is that, whilst January Sale customers saw the biggest % increase in profits over the months (growing by +1,107% over the 12 month period), the volume of actual profit £ (money in the bank) was far smaller proportionately when comparing to November (which grew by +72%) and December (growing by +82%) periods, due to the higher margin obtained during these months. This led to the brand being able to make more tactical, data-based decisions when launching sales over the year,

+4,280% INCREASE IN NEW CUSTOMERS YOY – ECOMMERCE

This approach led to us generating a huge 2,590% increase in new customers (defined as a first-time email registration + purchase) during November, with a whopping 4,280% increase during December and 2,860% increase during January (all dates compared to same period of the previous year).

+1,376% INCREASE IN NEW CUSTOMERS IN MONTH 1 & +2,702% INCREASE IN MONTH 2 – RETAIL

The results were spectacular, with a 1,376% increase in new customers during month 1 (January), boosted by a strong January Sale offer, which was conveyed across all digital channels in synchronicity, results continued during February where we saw a 2,702% increase in new customers YoY.

+545% INCREASE IN REVENUE SPLIT BY NEW & EXISTING CUSTOMERS – ECOMMERCE

The results saw us achieve a 438% increase in new customers during month 1 alone (vs. the same month from the previous year), which then grew to a whopping 545% increase during month 2.

+799% INCREASE IN NEW CUSTOMER TRANSACTIONS DURING BLACK FRIDAY (YOY) – ECOMMERCE

This strategy allowed us to generate a +799% increase in new customer transactions YoY during the key Black Friday period, skyrocketing sales and new customer volumes that would become loyal customers in the months and years to come.

Quick links

Providing Value

Get in touch

[email protected]