Car parts retailer
FOCUS
Commercial Team Enablement
QUESTION
How do I ensure that my sales & marketing function is spending their time on high-value activities?
BENEFITS
Deeper customer understanding
Increased engagement rates
Higher conversion
The Challenge
A car parts retailer wanted to understand how to increase lifetime value.
Our Solution
We conducted data analysis and user research to identify the most predictive factor for LTV – which was the customer’s skill level in repairing a car – and the behaviours and characteristics that were strong indicators of skill level. We combined these insights with car make and model preferences to create personalised customer experiences and upsell journeys on their website and CRM.
Impact
Our initiative delivered a 19% increase in email engagement rates and 6% increase in incremental sales, validated by A/B tests