Retailer Boosts NPS 25 Points with Unified Customer Data
One brand’s journey from siloed channels to a single view of the customer—impact on loyalty and repeat revenue.
Executive Summary
One brand’s journey from siloed channels to a single view of the customer—impact on loyalty and repeat revenue.
Client: National retailer (confidential)
Customer data lived in separate systems for web, store, and contact center. Marketing and service teams could not get a single view.
Customer data lived in separate systems for web, store, and contact center. Marketing and service teams could not get a single view.
We built a unified customer data platform that ingested data from all touchpoints, resolved identity, and exposed a single profile to CRM and marketing tools.
NPS increased by 25 points in 12 months
Higher repeat purchase rate and loyalty program engagement
Faster, more personalized support and offers