National Specialty Retailer · Retail & E-Commerce · Dallas, TX · 14 weeks
Customer 360 data foundation built across 8 channels
A national specialty retailer with 340 stores and an expanding e-commerce presence struggled with customer data spread across eight disconnected systems and no way to link identities. We created a Customer 360 data foundation that merged identity resolution, purchase history, and behavioral data. This groundwork enabled the retailer to launch their first personalized marketing campaigns.
Challenge
The retailer’s loyalty, POS, e-commerce, mobile app, and email systems operated independently. Customers shopping both in-store and online appeared as two distinct entries in reports. Without merging these data sources, personalized marketing was ineffective.
Outcome
We cleaned up 2.3 million duplicate customer records, ending with 1.4 million unique profiles. Using this data, we launched a targeted email campaign that brought in $4.2 million more revenue in three months. Open rates jumped from 18% to 31% by tailoring content to specific segments.
Results
- $4.2M Incremental personalization revenue in 90 days
- 2.3M to 1.4M Duplicate records resolved to unique customers
- 18% to 31% Email open rate improvement
- 14 Customer segments defined and activated
We had been talking about creating a single customer view for four years. Thinklytics put it together in 14 weeks, and we rolled out our first personalization campaign the following month. In just 90 days, that campaign brought in $4.2 million, more than paying for the whole project several times over.