Personalization strategy delivers 12x ROI after 6 months

Personalization strategy delivers 12x ROI after 6 months
Nine West

Personalization strategy delivers 12x ROI after 6 months

Learn how shoes and handbags market leader puts their customers at the heart of all their data points

The low down

increase in engagement

increase in engagement

growth in email collection

growth in email collection

increase in revenue from mobile

increase in revenue from mobile

Lillian Posner

“Qubit has enabled Nine West to move away from a one size fits all website and deliver a more personalized experience to an increasingly demanding customer base. Working alongside our ecommerce platform, Demandware, Qubit has provided a more data driven and programmatic approach to optimization which has removed the guesswork in delivering the best customer experience.”

Lillian Posner Vice President Ecommerce

Growing email collection by over 200%

Nine West offered a 15% discount in order to collect emails from shoppers, but before Qubit, they had little control over how the offer was displayed. As a result, they were excessively generous with the discount codes. Now they use Qubit to deploy a solution that is stylish without distracting from the user journey. The form is initially shown to new shoppers, but even if they dismiss it, they can reactivate it later as they move closer toward making a purchase.
Growing email collection by over 200%

Reducing checkout errors and call center questions

Some customers had difficulty completing the checkout process, and they expressed their frustrations through the Qubit feedback tool as well as costly customer service calls. Nine West used Qubit to deploy subtle nudges, labels, and pointers to ensure each step of the checkout was completed correctly, preventing errors before they could cause problems.
Reducing checkout errors and call center questions

Sticky navigation increased mobile revenue by 2.34%

To improve the experience for shoppers on mobile devices, Nine West made a design change to make life easier on a phone’s smaller screen size. As the user scrolls down the page, the navigation bar moves down as well, ensuring that the rest of the site is always within easy reach. In addition to the revenue increase, this UI change also delivered a 7% uplift in menu engagement.

Automating daily deals increased engagement by 8%

Daily deals are a good way to increase site engagement and encourage customers to return. Using Qubit’s Deliver platform Nine West developed a daily deals toggle that automatically updated daily. They saw an 8% increase in engagement and saved more time for their merchandising team to focus on other high value areas of business.
Automating daily deals increased engagement by 8%

Loyalty and flash sale campaign messaging

Part of Nine West’s personalization strategy is empowering their marketing teams to deploy campaigns across their digital properties without the need for IT involvement. To date, they have delivered razor sharp campaigns to multiple segments including discounts for loyal customers, secret deals for outlet shoppers, and countdowns in the run up to flash sales.
Loyalty and flash sale campaign messaging

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