Below is a case study of Mt. Merchant’s work with Shop Your Way. You can also download a full packet of You can also download a full packet of Mt. Merchant case studies here.
Shop Your Way is a social shopping experience that enables members to earn points and receive benefits towards future purchases. Available via iPhone and Android apps and shopyourway.com, the app also gives members access to exclusive sales, events, brands, and sweepstakes while letting users poll friends, ask for expert advice, create wish lists, and research products. Platform partners outside of the original set (Sears, Kmart and Lands’ End) include Burger King, Expedia, Fandango, and Uber, among others.
While Shop Your Way has an enormous catalog of products and vendors in its system, it lacked a personal touch when it approached Mt. Merchant’s founders. Its management team wanted to boost membership lift and personalize the shopping experience for new and existing members.
Mt. Merchant used its expertise in data analytics and product recommendations management to give customers personalized recommendations, offers, and promotions based on their viewing and purchase histories. We updated Shop Your Way’s data intake by beginning to track orders, layaways, order status, and delivery, as well as what customers are viewing right now. Still in place, this system feeds triggered email offers and advertising that help convert window-shoppers and one-time customers into repeat customers. For example, if a customer is browsing appliances and exits the app, they receive an email offer based on what they viewed. Once the customer buys the appliance, he or she then receives an email offer for add-on or upgrade products. Nothing is one-size-fits-all; everything is personalized.
The personalization system that Mt. Merchant created for Shop Your Way not only provided a substantial revenue lift for the product, but also increased productivity in human operations as a result of automating email campaigns.
- 25-30% revenue lift on email campaigns
- 75% decrease in human operations spending