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Company Spotlight: Retain.me

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What does your company do?

Retain.me brings two decades of pure play e-retail experience to the fore, with the single aim of solving the biggest challenge in retail: loyalty. We identified a significant opportunity and were first to market with our solution: SMARTSlip with a suite of products swiftly following.

The SMARTSlip replaces the obsolete delivery note and delivers personalised marketing content to every customer, in full colour, at the point of delivery. This is first and foremost a transactional document but with 75% personalised marketing content, designed to drive customers to repeat purchase.

What is your USP?

With 100% open rates, SMARTSlip offers an unrivaled opportunity to extend your brand messaging and capitalise on the euphoria of the unboxing moment. Integrations are available for a wide range of fulfilment partners; ecommerce engines;personalisation/recommendation engines, and review engines.

How do you deliver on this USP?

We’re a team of developers and marketeers, innovating and exclusively focused on improving post-purchase customer experience, thereby building lifetime value in retail. We are also able to integrate with any unsupported third party solutions on request.

How would you describe your vision?

Retain.me is focused on post-purchase strategies for multi-channel retailers. Our over-arching vision is to improve customer lifetime value in retail, delivered by our four interconnected products. The diagram on the next page shows how these four products work together to enhance the post-purchase strategies, create brand engagement, provide the brand with actionable data, and bring back at risk customers.

Which retailers do you work with?

Our current portfolio of clients includes a variety of online retail businesses including fashion, beauty, interiors, jewellery, lawn care, grocery and even scooters! The Retain.me tools have proven their worth across a range of different sectors, and it’s always great to see the innovative approaches our clients take.

What challenges are you addressing for multichannel retailers who aim to meet peak season demands?

One of the biggest problems faced during peak season is being able to scale all facets of your operation in order to meet the increased demands. Thanks to having 15 years of retail experience prior to starting Retain.me, the business was built with scaling in mind. This last year we have moved the company’s technology stack to a cloud based solution, allowing for infinite scale and fail over.

What do you see as challenges for the retailers and suppliers over the coming years? How are you prepared to meet those challenges?

Increased competition means it will be more and more difficult to hang onto market share. It is therefore vital that customer retention is thought of at least as an equal to customer acquisition. Seamless, personalised thoughtful experiences will lead the way to loyal customers and help retailers stand out amongst the growing competition.

What targets are you aiming to achieve in the next five years?

Retain.me will seamlessly integrate the digital customer journey into the in-parcel experience. This is broken down into two key targets.

Firstly, a development roadmap which focuses on integration with key AI, marketing automation, and ecommerce platforms. This is vital in order to allow our products to be accessible to all brands and retailers.

Secondly, implement with third party fulfillment providers globally. This is all part of our plan to move towards offering a ‘plug and play’ solution, removing barriers to access the opportunities provided by the Retain.me solutions.

 

CASE STUDY: Amara Living

Fast facts: Nursery Campaign Beat Email by x 2.09 GP, ROAS of £11.49 (first time customers), Reduction in Variable Marketing of 2pp, Increased AOV for Repeat Customers by 11%.

Amara is an online interiors business with revenue of £20 million, selling 40,000 products across 250 brands. The company aims to offer the very best in luxury home fashion to its customers. Aside from its huge range of products and brands, its key differentiator is customer service, which has always been first class.

Amara’s key challenge however was improving customer loyalty and turned to Retain.me for help. The campaign replaced its delivery notes with a Retain.me SMARTSlip, a personalised product leaflet which provides customers with a QR code that allows them to supply feedback and access post-purchase recommendations.

The SMARTSlip works on the basis that the most effective time to target customers for repeat purchases is in the first week after purchase. Retain.me structures billing on a per-order basis, offering Amara a variable cost to manage marketing spend in line with its sales profile.

The nursery campaign increased average order values of repeat customers by 11%.

 

Retain.me IN BRIEF

Founder: Andrew & Rebecca Curran

Founding Date: 2015

HQ Location: Corby, East Midlands, UK

No of Employees: 12

Customers: 25

Website: www.retain.me

 

This Company Spotlight was produced by InternetRetailing and sponsored by Retain.me. Funding articles in this way allows us to explore topics and present relevant services and information that we believe our readers will find of interest.

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