Bestseller has had a strong CRM program driven by personalization on SMS. But with drastic changes in customer behavior, they decided to add new channels to their personalization strategy.
Uplift on Digital Campaigns over SMS
Return on Advertising Spend
Bestseller India is a leading fashion retail company in India, operating over 200 stores across the country. With a strong focus on innovation and customer experience, Bestseller India offers a wide range of high-quality fashion products across its portfolio of popular brands, including VERO MODA, ONLY, JACK & JONES, and SELECTED. Its diverse brand portfolio caters to a wide range of fashion needs, making Bestseller India a popular choice among fashion-conscious consumers in India.
With a commitment to delivering exceptional customer experiences, In 2020 Bestseller India was looking for a technology partner who could help them transform their digital customer journey and enhance their customer engagement. They were looking for a partner who would enable them to drive repeat revenue through social media channels from the existing base of customers.
That's when Xeno came into the picture to kick-start its digital CRM journey.
Here’s what Xeno came on board with:
This involved understanding each of their individual customers based on their behaviour like their favorite product category, preferred marketing channel, discount-seeking tendencies, etc.
By leveraging AI to analyze customer data and develop detailed customer personas, Bestseller India divided its customer base into multiple segments by grouping together customers with similar characteristics and behaviors.
Finally, the customer personas & segments were used to run 1:1 hyper-personalized campaigns. This involved creating tailored marketing messages that address individual customer needs and interests and reaching out to them on their favorite social channels like Facebook, Instagram, Whatsapp, Email, etc.
To sum it all up, the partnership between Xeno and Bestseller India has been successful one that has delivered promising results.
We have been working with Xeno for the last two years on social and digital marketing and the results have been outstanding. With their expertise, we've been able to tap into our large existing customer base and drive repeat revenue via social media channels with a 10x return on advertising spend and a 40% digital uplift over and above sms. We are very satisfied with their performance & I look forward to working with them over the next few years.