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Lovehoney adopts personalised messaging to help customers ‘feel normal’ with first purchases

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Lovehoney, the UK’s most popular online retailer for lingerie and adult gifts, has improved customer experiences for both new visitors and long-term loyalists by personalising messaging and upping conversion rates.

By implementing Monetate, a leading personalisation solution and using its LeanConvert, a customer experience optimisation consultancy, Lovehoney has enhanced its capacity to engage customers, drive sales and improve completed order conversion rates, driving higher revenues for Lovehoney.

The adult retail industry faces a unique challenge with new customer acquisition, with first time buyers having worries when it comes to the issue of whether their purchase choice is ‘normal’. Using the Monetate platform and its Session Stream API, LeanConvert created a live feed of data to highlight the popularity of the product being viewed. By providing messaging such as “485 visitors have viewed this product in the last 24hrs”, Lovehoney eases consumers’ insecurities and facilitates an easy purchase process leveraging “social proof”, when people look to the actions of others in an attempt to reflect correct behaviour.

And it seems to work. Lovehoney increased order conversion rate by 7.37% for new visitors by using advanced segmentation and personalisation capabilities via the Monetate platform. By knowing the unique challenges, Lovehoney delivered the right content at the right time to help first-time buyers overcome any hesitations at point of purchase, turning passive buyers into customers.

Customer segments saw a 4% uplift using the powerful combination of Monetate and LeanConvert.

“We strive to provide world-class service to our prospects and customers in every way, across all channels,” says Matthew Curry, Head of Ecommerce at Lovehoney. “By using powerful data, insights and personalised experiences, we were able to give existing customers and new visitors the confidence to make their purchases.”

Lovehoney continues its commitment to innovation on delivering exceptional customer experience and services for customers and prospects. Monetate’s market-leading platform combined with LeanConvert’s customer-centric optimisation consulting and technology services have helped the brand to effectively engage with its audience and, more importantly, learn what it takes to turn new visitors into loyal customers.

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