Win Back our Lapsed Omni Channel Customers

With 65 stores spread across the Netherlands, an online shop and 50 years of existence, BCC is an electronics retailer, a trusted brand within the Dutch retail landscape.

PING

Goodbyehello has been given the assignment to seduce all customers, who last made a purchase from BCC on average four years ago, into a new purchase. The vast majority of these customers made a one-off purchase in one of the stores or online. Goodbyehello has developed its own method for reactivation; The Ping-Play-Purchase method.

According to this method, we start with a PING: We measure responsiveness and sentiment. And we re-engage with the customer. Relevance, attention and sympathy with a wink are key. We ask all customers one question about the last purchase: Do you still like it? Conversion 5%.

PLAY

Around Christmas we have sent a series of PLAY campaigns: Give Santa a hand, give your product a second life. Instead of pushing for a purchase, we give the customer some suggestions to make other people happy with their unused or old items, or to recycle them. Open rate: 50%

PURCHASE

We also carried out PURCHASE campaigns around Black Friday and Christmas. After six months of Win-Back  campaigns, we draw up the results: Conversion 300% higher *

More than three times as many inactive customers have been activated by making a purchase. Both online and in the store. We have tempted most customers to go from a one-off to a second purchase.

*Compared to participating in regular campaigns.

Average order value + 45%
The reactivated customers have a 45% higher average order value at the time of purchase than the previous purchase.

High-quality leads
In addition, the campaign also attracted a large number of customers who have indicated that they would appreciate their personal contact. The personal follow-up took place via individual emails and via the call center.

Lage Naarderweg 47, 1217 GN Hilversum, +31(0)85 30 35 658, info@goodbyehello.com, KvK: 63473267, BTW: NL855251487B01

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