La Redoute case study
La Redoute implemented Attraqt Experience Orchestrator (XO) to provide a personalized cross-channel customer experience and increase its customer loyalty.
La Redoute is a French multi-channel retailer with over 10 million customers across 20 countries worldwide. The retailer has a strong online presence with +550K online products and 90% of the revenue generation coming from online sales.
Challenge
La Redoute needed a solution that would help the retailer to take its personalization 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 personalization experience
- Improve and apply the personalized customer experience across all sales channels
- Create a unique personalized cross-channel journey
Solution
Working with Attraqt Experience Orchestrator, La Redoute was able to apply the following strategies to improve their email personalization:
- Provide highly targeted content for each shopper profile
- Capitalize on customer key milestones
- Follow-up after a visit to re-engage the customer
"Integrating personalization into a trigger strategy has allowed us to put the customer back at the center of our decision-making process, strengthening our relationship with them.”
Laurie Verhaeghe
Marketing Project Manager, La Redoute
Benefits
-
Providing a highly targeted content for each shopper profile resulted in:
40% increase in CTR directly from recommendations
-
Capitalizing 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
-
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