CEQUENS: Lifecycle engagement and retention

Work led by Anurag Goel. This case describes the work and results attributed to Anurag in the original project record.

This case covers customer engagement and lifecycle marketing for CEQUENS.

The Challenge:

CEQUENS struggled to keep customers engaged and loyal. They had good products, but their communication methods didn't work well, and their marketing wasn't personal enough for their varied customer base. This caused low engagement, poor customer retention, and marketing campaigns that didn't perform well. The work focused on customer engagement, segmentation and more relevant lifecycle communication.

Growth strategy:

Key Objectives:

1. Reduce the cost of acquiring new customers
2. Discover marketing methods that grow
3. Boost how many visitors become buyers
4. Narrow down who we're trying to reach

Approach:

1) Innovative Multi-Channel Engagement:

Utilized Email Journeys, AMP Emails, and BIMI Implementation.

2) Customer Engagement Enhancement Program

Focused on personalized communications and targeted upsell/cross-sell campaigns.

3) Data Analytics for Customer Segmentation:

Segmented customers based on behavior and preferences.

Services:

• Email marketing
• Customer Engagement Enhancement Program
• Data Analytics 

Reported results

• Achieved a 20% growth in sign-ups, leading to increased conversions
• Realized a 25% increase in customer retention rates
• Noted a 20% increase in average order value (AOV) within the first year