STORIES / TORY BURCH

Tory Burch x UrbanBuz

65%
Full Customer Profiles
+15%
Linked Transactions
1900+
Voice Of Customer

  We are delighted with the service from UrbanBuz and it’s wonderful team. The Customer Success Team is a powerhouse with extensive knowledge on how to work with retailers on not just utilizing the Customer Journey Management platform but strategizing the most effective ways to implement it across several business division.

Clara Pernik
Brand Marketing Manager

The Challenges

Like for every online fashion retailer, email is one of Missguided’s most important communication channels. From letting customers know about new styles, to highlighting short-lived discounts, email newsletters are one of the best ways for driving customers back to the shop and making their next purchase. But to make newsletters work, you need a strong mailing list.

The Solution

As a long-time client of Urbanbuz, Missguided decided to work with us on correcting the health of their mailing lists. Thanks to a long-standing cooperation, Urbanbuz was able to rapidly create and implement a solution that showed results almost immediately. Let’s see how it was done.

Customer Data Management
  1. Cleansed and merged customer accounts across countries and branches
  2. Established consistent and clean customer data capturing processes through in-store multi lingual registration and clienteling apps
  3. Achieved 65% of filled customer profiles
Customer Data Enrichment
  1. Automated parts of the Customer Lifecycle across different channels like SMS and Email
  2. Achieved a 15% increase in linking of store transaction rate through staff KPI program and proper tracking capabilities
  3. Achieved a 71% increase in captured emails through automated voucher incentives and birthday campaigns
Voice of Customer
  1. Established automated post-purchase NPS surveys through SMS and Email
  2. Established proper follow up through real time tracking and escalation
  3. Achieved 1,900+ insightful Feedback & NPS

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