Click & Collect Increases Foot Traffic In-store for a Connected Customer Journey

Creating O2O Customer Journeys that Drive Business Priorities and Improve Customer Experience

Most campaigns only drive momentary traffic to stores. Brands, in the absence of ecommerce, often seek for a long term solution to drive online traffic to their offline stores. Our Click & Collect solution is designed to help your brand complete customer journeys and collect data for leads nurturing.

Client

Clinique – Luxury Women’s Beauty & Skincare Brand, Estee Lauder Companies

Reference URL

http://cliniqueshop.sg/

Challenge

Due to the lack of ecommerce presence, the brand recognized a huge gap in customer journey and mapping digital efforts made online to drive sales in-store. Our objective was to double foot traffic in-store during non-campaign periods and provide a connected retail experience for customers.

Approach

Click and collect product catalogue featuring key product ranges that customers can reserve online.

We created an online catalogue site where customers could shop the brand’s key ranges and reserve their order online. This allowed a connected customer journey for traffic driven from Facebook, Instagram, Blog, Email and Chatbot Messenger.

Through customer data and purchase behaviour collected, we were able to conduct dedicated leads nurturing and retargeting, reduce cart abandonment and increase conversions as compared to driving to third party retailers and offline stores.

Armed with robust customer data, staff in-store were able to improve customer experience, cross-selling and upselling also saw a significant rise due to better understanding of customer behaviour and preference.

Results

Foot traffic in-store doubled with increased conversions in-store through customer data collected that enabled more targeted cross-selling.

Category

Connected Retail

Tags

Clinique, Beauty, Connected Retail

Date published

July 11, 2018