Abandon Cart Recovery

14% Uplift in Recovery of Abandoned Cart

Clementines is a Seattle based clothing boutique. Started in 2007, they source items from local and international fashion designers. The boutique believes that every customer deserves an experience that is unique and personal. The Pioneer Square based shop is owned and run by Linda Walsh.

73% Customer Engaged after purchase

With foot traffic being affected by local ongoing construction, Clementines wanted to grow online revenue and increase customer engagement. We started by creating a map of how all customers engage with Clementines. By shinning light on the current customer journeys, we were able to identify campaign needs.

Revenue Recovered from Cart Abandonment

Clementine started working with Entreprov to develop a transition plan that would drive customer engagement. We mapped out every touchpoint for Clementine customers. Our team identified areas that needed a personal touch to drive engagement. Also, we replaced manual human managed processes with automation to save time.

The Process

Entreprov started by consolidating the apps and tools Clementines used for customer engagement. We wanted a centralized and easy process for how we tracked the customer journey. This removed duplicate communication tools and wasted processes. We were able to cut expenses because of this process as well.

Next, we did a customer journey mapping exercise. Our goal was to identify disconnects in the customer experience. We wanted to understand current customer engagement and how the brand messaging connects with the audience. We discovered that the email campaigns were being pieced together. They needed a cohesive plan for building customer relationships. Additionally, there was a need for segmentation to improve customer engagement.

As we identified the key areas for improvement within the customer journey, we noticed the brand lacked the voice of the owner. Being a boutique shop in a competitive landscape, building personalized relationships is critical.

As a result, we built campaigns to focus on building relationships with:

New first purchase customers
Re-engage inactive customers
Recover Abandoned shopping cart customers
Focus on consistency

We discovered Developing relationships with every first time customer was one of the missing parts of Clementine’s customer engagement. This was an opportunity to build customer loyalty.

Over the course of the campaigns, our team tracked all contact’s purchase patterns. There were several buckets made for past customer purchases. We tracked and tagged customers that have not made purchases in a year or more. Our plan consisted of the following buckets.

3 – 6 months

1st time new buyers

3rd time new buyers

1 year or more since last purchase

We discovered Developing relationships with every first time customer was one of the missing parts of Clementine’s customer engagement.

Over the course of the campaign, we can see engagement from customers that have not made purchases in a year or more. This helps us create targeted and segmented new campaigns to deepen old relationships.

Campaign Results

In the first few months, we’ve recovered over $900 in abandoned shopping cart purchases. Our new customer engagement has increased from zero to over 70% open rate. We’ve developed and implemented a re-engagement strategy for customers that have not purchased in over 90 days. Clementines now have a strategy for every customer that engages with the brand. In addition, Clementines can manage customer engagement from a centralized tool compared to several tools.

We created and implemented an engagement campaign to give every customer a personal touch experience that engages them and strengthens their relationship with the brand. Our team developed a long-term email strategy that focuses on seasonal holidays. Their email campaigns consistently average over $400 per email for sales. Email engagement increased with some emails generating click-through rates over 10%.

Engagement Indicators

The initial attempt to rebuild how Clementines engages with its customers was a huge success. Prior to working with Entreprov, Clementine lacked a clear picture of their customer journeys. Our team worked with them to build customer maps that would become the framework behind Clementine’s personal touch engagement strategy. Every contact is segmented and treated with a personal touch to drive long term engagement. Their team developed a sending calendar for upcoming holidays and product releases.