Increasing incrementality through the power of perfect personalisation
Background
High-growth online homewares retailer Cox & Cox had previously used the same marketing strategy for prospects and customers. The company said their brand had “lacked any level of relevance or personalisation”, other than referring to a customer’s previous visit or purchase history.
Challenges
- Improving the size and performance of Cox & Cox’s customer database.
- Increasing customer retention and frequency of purchase.
- Reducing reliance on customer acquisition.
- Driving up the company’s profit margins and growth rate.
Solution
- Create a single customer view using Cox & Cox’s transaction data and Epsilon’s network of pseudonymous customer IDs.
- Achieve profitable acquisition of new customers.
- Deliver personalised digital display media to prospects and customers based on their individual product affinity.
- Achieve second purchase by customers by understanding their product affinity.
- Generating a profitable incremental return across all of Epsilon’s activity for Cox & Cox.
“We now make positive ROI on customer acquisition thanks to Epsilon, and we’ve seen the difference in the performance of the existing customer work we do. It’s an entirely separate stream now to acquisition – we are talking one-to-one with our customers."
— Richard Bell, CEO at Cox & Cox
How can you break through?
We get it. Each industry and each company encounters their own unique set of challenges. But what if we repositioned those challenges as opportunities? See just how far we can go.
Delivering growth thanks to a feast of
data-driven insights & personalised messages
data-driven insights & personalised messages