La Redoute Case Study
Providing a personalised cross-channel customer experience and increasing customer loyalty
Integrating personalisation into a trigger strategy has allowed us to put the customer back at the centre of our decision-making process, strengthening our relationship with them.
Laurie Verhaeghe
Marketing Project Manager, La Redoute
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Challenge
La Redoute needed a solution that would help the retailer to take its personalisation to the next level. In particular, La Redoute was keen to make improvements in the following three key areas:
- Integrate the trigger email program into a global personalisation experience
- Improve and apply the personalised customer experience across all sales channels
- Create a unique personalised cross-channel journey
How did we help?
Working with Attraqt Experience Orchestrator, La Redoute was able to apply the following strategies to improve their email personalisation:
- Provide highly targeted content for each shopper profile
- Capitalise on customer key milestones
- Follow-up after a visit to re-engage the customer
Benefits
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Providing a highly targeted content for each shopper profile resulted in:
40% increase in CTR directly from recommendations
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Capitalising on customer key milestones resulted in the following results:
25.4% overall increase in email CTR
11pts improvement in CTR after the email redesign
10% increase in CTR directly from recommendations
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Personalized follow-up activity after a visit to re-engage the customer resulted in the following results:
25.5% overall increase in email CTR
3pts improvement in CTR after the email redesign
30% increase in CTR directly from recommendations