Case Studies

A selection of some of the projects we have worked on recently: To find out more contact us

White Papers

Contact us for further information about the latest White Papers

 

 

  • Outlet Shopping Centre      LOYALTY MARKETING

    We designed and launched a new multi-channel smart phone loyalty programme for a shopping centre with 130 luxury retail outlets

     

    We led a cross functional team consisting of CX,  Technology , Operations, Retail, Marketing and external suppliers.

     

    All key targets were exceed including  new members , usage rates and ROI

     

  • Online Retailer                   CRM

    Managed and guided the CRM team as they switched to a new Email Service Provider  (ESP)

     

    Developed and implemented the CRM plan to deliver ambitious  performance and revenue growth targets. Implemented an improved creative and customer journey path.

     

    Managed the transition away from simple broadcast email to advanced email programmes using greater personalisation, triggers, automation and life-cycle events

     

    Launched new high performing CRM programmes including basket abandonment and cross sell incorporating live prices, dynamic content in real time

     

    Led the CRM team and guided the transition from a temporary to a permanent team

     

  • Online Fashion Retailer      CX MANAGEMENT

     

    Initiated, led and rapidly implemented a RAG (red, amber, green) customer journey review across all channels and devices.

     

    Identified critical areas in the customer journey  causing poor customer experience

     

    Guided the improvement programme across Buying, Customer Service and Technology teams

     

  • Online Retailer                   CRM E MARKETING

    We developed and implemented a new RFM customer communications strategy across the 2m customer base leading to significantly improved welcome and reactivation programmes

     

    Managed the transition to a new Email Service Provider and CRM system. Implemented an automated dynamic content email programme which achieved a double digit % improvement in open rates, click through rates and significantly lower running costs

  • Multi Channel Retailer        CUSTOMER STRATEGY

    We developed a CRM driven customer segmentation and uncovered the top 10% of customers who delivered the majority of profit and sales . This is turn drove the whole marketing plan diverting resources to the highest ROI opportunities

     

    Customer Strategy ...we created a 360 degree customer view by combining multiple data sources including high street spend and calculated market share by product category by customer segment to identify opportunities for growth

     

    Through qualitative and quantitative research we brought each segment to life

     

    Through a customer insight programme we created, our client was able to understand brand performance by customer segment, across each customer touch point and the priorities for improvement

     

  • Multi Channel Retailer        CRM CAMPAIGNS

    We trialled acquisition and retention programmes and identified the highest ROI options

     

    We created a Reactivation programme for lapsed best customers through OBTM, Direct Mail and Email delivering £1m of annualised revenues per month

  • Convenience  Retailer        LOYALTY MARKETING

    We developed the loyalty strategy, loyalty  propositions and in-store test programmes across multiple channels including smart phone applications , card based programmes and strategic partnerships

     

    We Guided a co-creation programme with retail partners (store owners) to ensure buy in and operational readiness

     

    Led data analytics and customer R&D programme to ensure initiatives were measurable and relevant

  • Premium Consumer Goods BRAND STRATEGY

    We created a marketing strategy and launch plan for a pioneering premium consumer goods manufacturer, providing critical advice on how to achieve premium product status and set premium prices by developing the appropriate brand strategy

     

    Working with one of our Market Research partners, we carried out bespoke consumer research which informed Concept and Product development options

  • Social Enterprise Retail      BRANDING

    We carried out a Brand Review and a Communications Effectiveness audit

     

    We Developed the Brand Positioning, Brand Promise and Brand Personality through CIRRUS Marketing Consulting's proprietary brand development methodology

     

    We led brand workshops involving key client stakeholders

     

    We carried out a Marketing Audit and made recommendations to improve store communications, direct marketing and web content/design

  • White Paper    Win Back

    Practical Steps To Cost Effectively Win Back High Value Customers 11 page in depth study

     

    There has been a high level of brand switching. Win Back represents a big opportunity

     

    CIRRUS Marketing Consulting  commissioned a market research study  and looked at why consumers stopped purchasing brands, why they switched to the competition and what could be done to win them back

     

    A one size fits all approach to win back is unlikely to succeed. The research shows there is significant variation in the reasons for brand switching.

     

    Contact us today to receive a copy of the full 11 page White Paper which includes the latest market research findings and a step by step guide to creating and implementing win back strategies.

     

    For the Executive Summary click here

     

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