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GolfOnline Retail | EMEA SAP Emarsys Customer Engagement
Retail
Founded in 2000 as one of the first online golf stores in the UK, GolfOnline has since grown into one of Europe’s largest stockists of top-branded golf equipment. They serve customers across the UK and Europe with one of the widest product ranges available, backed up by amazing customer service.
+15% Automation Increased post-purchase automation +160% Buyers Increase from defective buyer win-back programs +80% Campaigns Increase from a single 3-stage welcome campaign +26% Revenue Increased Year-over-year revenue
Headquarters United Kingdom
Products Europe’s largest stockists of top-branded golf equipment
Web Site
golfonline.co.uk
Business Challenges • A scalable solution that would support effective customer engagement without sacrificing quality, enabling them to find meaningful data, increase loyalty, and capitalize on purchase momentum • Lacked a method to separate all the different types of customers in the rapidly expanding contact database, which made creating personalized interactions more difficult • Identify customers that were most likely to return and automate the content execution to encourage repeat purchases in order to grow the number of active customers • Automate the lifecycle marketing process for them to provide the same excellent customer experience along each different journey Customer Benefits • Reveal the different customer personas in their database, and then create intelligent, data-driven segments • Advanced win-back campaigns with access to information on conversion motivators, as well as which customers were likely to defect • With powerful new insights that combined buyer status and product affinity with purchase triggers, GolfOnline built highly targeted and effective post-purchase automation programs “With so much customer data, generated from so many different regions, we weren’t sure how to most effectively use it to reach our goals. We couldn’t really differentiate between customers, or know how to engage with them to maximize retention rates.”
Rumit Patani Marketing Director Golf Online
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