The Business
Love, Bonito began as an online blog shop and has transformed the women’s online and offline shopping experience. With 15 stores across four Southeast Asian countries, the brand delivers superior omnichannel personalization from acquisition to retention.
The Challenge
- Siloed data
- Scaling personalization with a small team
- Disjointed tech stack
- Consistent, cross-channel execution
Before Emarsys, Love, Bonito’s siloed and unintegrated technology stack hampered their ability to provide a quality customer experience. Their ability to personalize digital communications across each stage of the lifecycle was handicapped by tech constraints.
Basic email programs took too much time and resources to for the team to activate and they lacked the customer and marketing analytics to inform strategic decision making.
Their disjointed tech stack also lead to an inability to personalize communications across key customer touchpoints (more than 60% of customers encounter four or more touchpoints with Love, Bonito’s brand before converting). The retailer needed a single platform to support scalability and future growth plans.
Isabella Zhou,
Head of Growth, Love, Bonito
“Emarsys has enabled us to create automated personalized customer journeys across email, onsite, and paid channels. Their automation capability has powered our rigorous A/B testing, achieving 15% revenue uplift on these journeys. Beyond that, the product recommendation capability from Emarsys is very robust in generating personalized recommendations for our online visitors, resulting in a 3x higher conversion rate from Emarsys-powered recommendations. We are super excited to see how Emarsys can further help us drive more results with our omnichannel initiatives in 2020.”
The Solution
Following a quick implementation after choosing Emarsys, Love, Bonito was able to accelerate business outcomes and optimize their acquisition and retention goals by:
Consolidating their tech stack
Removed organizational silos and reduced total technology costs with Emarsys’ fully integrated customer engagement platform including personalization, automation, and analytics.
Implementing channel-agnostic personalization
Delivering channel-agnostic, customer-centric personalization by delivering the right product recommendations to the right people through email and website.
Optimizing acquisition and retention with CRM ads
Targeted segments through personalized Facebook and Instagram ads. Used audience suppression and AI product recommendations to optimize and improve ROAS by 60%.
Consistent in-store experiences
Entire website (including web recommendations) are showcased on in-store iPads to deliver consistent, cross-channel experiences.
Accelerated growth with ‘Tactics’
Launched crowdsourced e-commerce-specific use cases built into the platform such as lead to first-time buyers and win-back defecting customers. Love, Bonito’s marketing team rapidly aligned their business objectives to customer engagement strategies to achieve an online revenue increase of 15% within six months.
The Impact
Through channel-agnostic customer-centric personalization, Love, Bonito improved customer acquisition, increased lead conversion and optimized return on advertising spend. Retention was improved by increasing purchase frequency and average order value from existing customers. Within 6 months, they achieved:
