Retail sales, including fuel, generated £465.25 billion in revenue in 2021, an increase of around £28.5 million on 2020. And as Europe’s leading market for e-commerce, we spent a whopping £129 billion online in the same year!
BILLION IN REVENUE
An increase of around £28.5 million on 2020.
In our new report Retail Loyalty Unleashed, Go Inspire explores the views of more than 100 CMOs, Heads of Insight, Loyalty and CRM at large retailers in the UK, studying their approaches to building customer loyalty.
From acquiring new customers, to retaining existing ones and creating value through loyalty; for 30 years Go Inspire have supported multichannel retailers in driving better ROI from their marketing performance.
Our track record of working with a variety of retailing operations in the UK and internationally, to understand online and instore behaviour, means we are able to support campaign performance across all channels and deliver hyper-personalised customer experiences and journeys.
Supporting multichannel retailers
When a newly acquired customer spends for the first time, you only have this single transaction to define how you treat them.
That’s why Nursery programmes are vital for retention, making new customers feel celebrated, welcomed and valued, whilst encouraging those all-important next purchases.
We are experts at designing customer journeys that grow shopping frequency to improve retention and make new customers feel like more than just a number.
Deciding and executing the next best action, is another area where our CX teams can add real value for your business.
Investigating individual purchase and engagement histories, means we can tailor bespoke programmes, for each customer.
Unique Advanced Segmentation, Usage Clustering, Category analysis and Discount Optimisation strategies allow us to identify relevant up-sell/cross-sell opportunities to orchestrate campaigns that drive repeat engagement and increase spend patterns.
But our ability to boost retention doesn’t stop there, following repeat transactions, we can provide a sound estimate of your customers worth throughout their lifespan, we can help drive economic decisions like marketing budget, resources, profitability, and forecasting.
And even better, we can tailor strategies and CRM programmes that seek to increase their value further, over time.
Across All Channels
Delivering end-to-end in one place, our offering brings together the development of audience, media and creative strategies with the orchestration and execution of those outputs, across all channels.
Our view has and will always be, that as online/digital communications technologies evolve, mail will naturally evolve not alongside it, but within it.
That’s why, as channel agnostic performance partner, we can empower clients to deliver (and receive) the right message, to the right person, via the right channel, at the right time, and remove points of friction in their customers’ journeys, whatever the channel of choice.
Design build and run
We consistently win awards for our loyalty programmes and have driven business-transforming growth in revenue and ROI for some of the UKs biggest and most loved retailers.
With so many options to choose from, designing, building and running a rewards programme can seem daunting – but it doesn’t have to be.
Our CX team are experts at immersing themselves in your business and identifying the value exchange that will work best for both your customers and your brand.
From planning new locations for new stores/branches, providing category buyers with means to understand who buys in their category to improving supplier engagement and buy-in for supplier funding for communications – our ability to generate insight from retailer data means we can support in business-wide strategic decision making.
The team at Go Inspire are great day to day, delivering selections, performance reports and weekly / monthly reports.
But where we see the most value is definitely from the bigger picture work; the deep dive insight which has helped us to understand and navigate our way through such a difficult time for the business with the shift from offline to online as our stores were closed due to Covid.
The strategic advice given has helped us to see gaps in our knowledge and seek that data and develop our approach to the new challenges we face.
Head of Insight and Customer Marketing – Lakeland
Like many sectors, the pendulum for retailers is always swinging between customer acquisition and retention.
Want to see how we could improve your marketing performance? Let’s start a dialogue.