Daily&Co is a Korean company specializing in lifestyle, activewear and beauty products, sold online and in-store. The company opened a concept store located at the Marina Square shopping mall in the heart of the shopping, dining, entertainment and cultural hub of Singapore’s Marina Centre.

Use SMS to entice customers into the store

When Daily&Co decided to expand into Singapore with a new store, it needed a way to reach customers quickly and directly with targeted messages regarding in-store events. The company recognized the power of SMS and turned to Dotdigital for its expertise in creating successful messaging campaigns.

Personalized product recommendations, back in stock and loyalty scheme messages drive footfall

Daily&Co had initially partnered with Shopify to expand their online business in Singapore. Recognizing the need for local expertise in customer experience and digital platforms (CXDP), Shopify introduced Dotdigital to Echo Marketing to advise on the best channels for success.

Working with the Dotdigital team, Daily&Co identified existing customers who would be interested in the new store, by looking at their buying history, preferences and shopping behaviours. The Marketing team at Daily&Co explains: “Using the Dotdigital platform we seamlessly sync all customer data and use SMS to drive traffic to our physical stores and encourage cross and up-sell opportunities.”

In addition to sending information about in-store events, Daily&Co extended its use of SMS to include messages about new products available in-store, back-in-stock notifications and personalized product recommendations. The Marketing team added: “The speed and immediacy of SMS has resulted in customers having a higher propensity to act on the promotions they receive, increasing sales in-store and online.”

To further strengthen customer engagement the company decided to provide SMS updates to customers taking advantage of its popular loyalty points scheme, letting them know their balance and sharing exclusive coupons. The Marketing team at Daily&Co added: “A timely reminder that points and coupons are available to be redeemed is a powerful way to increase footfall.”

Targeted SMS messages create a direct line to customers

With the support of Dotdigital and Shopify, Daily&Co announced cumulative sales of 10 billion won (approximately $7.23 million USD) within its first year of operations in Singapore.

Daily&Co attribute the success of its SMS campaigns to Dotdigital’s ‘outstanding’ delivery rate. The Marketing team said: “In the past, we have sometimes experienced issues with message delivery, but Dotdigital consistently achieves a delivery rate of over 99%. This stability is crucial to ensuring that time-sensitive SMS messages, cut through the noise and connect with the right customers at the right time.”

Since introducing SMS, Daily&Co customers have shared feedback that they appreciate timely updates about loyalty points, promotions, and back-in-stock items. What’s more, the combination of SMS and personalized product recommendations has helped to boost the average customer spend.

“Dotdigital’s SMS capabilities, combined with its local support and ecosystem of partners have enabled us to integrate SMS into our customer engagement efforts,” The Marketing team at Daily&Co concludes. “We’ve been able to create a unified and personalized experience for our customers, however, they choose to shop with us”

To celebrate its one-year anniversary, the company hosted a large-scale online and offline event, achieving a peak daily sales record of 130 million won.

Looking to the future, Daily&Co is working with Dotdigital to expand its customer outreach by adding WhatsApp messaging to its programme.

Integrate website and personalized email marketing for a seamless customer experience

The company prides itself on offering an intuitive digital shopping experience and wanted to improve this further to acquire new customers and foster long-term loyalty. Thomas from the Los Robles group, recognized that by integrating its website and email marketing it would be able to offer a seamless, consistent, and personalized multi-channel experience. To achieve this goal the company enlisted the expertise of Dotdigital.

Using real-time data to engage customers throughout their journey

Integrating the Dotdigital platform with Thomas’s Magento ecommerce system enables real-time data to flow between purchasing actions, website behavior, and email engagement. The ecommerce team, at Thomas explained: “We have been able to design a customer journey that ensures every email communication sent to a customer is timely and relevant at their stage of the buying cycle.”

Examples of communications include welcome messages when a new customer subscribes to the Thomas newsletter, purchase confirmation emails and related product advice, personalized birthday offers, and re-engagement promotions. The ecommerce team adds: “After a successful transaction, customers receive their order details Magento, followed by a helpful email automatically generated by the Dotdigital platform, such as recipes they can cook in their new Air Fryer. This follow-up email reinforces the relationship with the Thomas brand, providing our customers added value by helping them to get the most from their new purchase.”

Dotdigital is also helping Thomas maximize revenues from remarketing including automated cart abandonment emails, and incentivized messages that connect with customers who have recently engaged with the brand but have not made a purchase, as well as people who have not visited the website in a specified period.

“The cart abandonment email program uses behavioural data to create and send personalized recommendations and incentives based on the content of the customer’s shopping cart,” explains the ecommerce team.

The cart abandonment email program uses behavioural data to create and send personalized recommendations and incentives based on the content of the customer’s shopping cart

Los Robles Ecommerce Team

Relevance drives retention and revenues

The ability to personalize communications based on customer behavior and purchase preferences has allowed for greater relevance and resonance with Thomas’s customer base.

Thomas has created a welcoming and rewarding online shopping experience that builds long-term customer loyalty. The ecommerce team concludes: “The results have been remarkable, increasing customer retention rates, heightening loyalty, and generating a significant rise in revenue through reactivation campaigns and promotions.”

Bristol Airport is a major international airport located in the southwest of England. It’s the eighth largest airport in the UK in terms of passenger traffic, having facilitated 9 million passengers in 2019. The airport offers flights to over 110 destinations, both domestic and international, including Europe, Africa, Asia, and North America.

Interestingly, Bristol Airport earns more than 30% of its revenue from on-site car parking. The airport’s website allows travelers to book parking spaces and this additional income helps the airport offset its operational costs. By generating revenue from ancillary services such as car parking, Bristol Airport can offset the costs of running the airport and keep ticket prices competitive for travelers.

Stuck in a data silo

Bristol Airport faced a challenge as it was stuck in a data silo where each airline held all the passenger data. Due to this, the airport was unable to cross-sell on-site airport parking and other airport offerings.

To address this challenge, the team recognized the need for better passenger communication pre-flight to decrease customer uncertainty around airports during the COVID-19 pandemic. Improving passenger communication would not only benefit the customers but also help the airport to increase its revenue and improve customer satisfaction.

Building customer relationships and driving revenue

Bristol Airport took a strategic approach to boost revenue and enhance the passenger experience. Here’s how it achieved success:

Capturing new leads with a compelling offer

• Eye-catching on-site popups: The team employed an animated Wisepops popup on the airport’s website to capture attention. This popup offered a significant welcome discount of 15%, incentivizing visitors to sign up for the airport’s email marketing list. This tactic effectively expanded its reach and brought in potential customers.

Personalized email campaigns and nurturing leads

Once users subscribed, Bristol Airport leveraged email automation to deliver targeted campaigns:

• Triggered emails for parking interest: Dotdigital’s platform enabled Bristol Airport to set up automated email triggers based on user behavior. By tracking user behavior within emails, the system identified those who clicked on parking links categorized as “parking” in regular email campaigns. This triggered a purchase intent alert, indicating a potential parking booking.
• Automated follow-ups with booking verification: An integration with Microsoft Dynamics 365 allowed for automated follow-up emails. These emails checked the subscriber’s “Last Booking Date” data field. If no parking booking was made after clicking the link, the subscriber received two personalized emails reminding them of their interest and the available discount.
• Personalized reminders and booking incentives: These follow-up emails went beyond generic reminders. Bristol Airport personalized the message by referencing the subscriber’s previous behavior (clicking the parking link). The emails reminded them of the exclusive email discount and the benefits of booking directly with the airport. This personalized approach enticed them to complete their parking reservation, effectively capturing potential revenue that might have otherwise been lost through abandoned carts.

Enhancing the customer journey

After the booking was made, the team served the customer with a three-step post-purchase journey designed to maximize all cross-sell revenue opportunities while also prioritizing a smooth travel experience. This journey included targeted offers for additional services like airport lounges or travel insurance.

Additionally, Bristol Airport provided important travel information to reduce terminal queue times and ensure a hassle-free experience for the passengers. This approach not only increased revenue but also improved customer satisfaction, leading to positive word-of-mouth and repeat business.

By implementing this comprehensive strategy, Bristol Airport addressed multiple goals: attracting new customers, personalizing communication, maximizing revenue opportunities, and ultimately fostering a positive customer experience.

Thanks to Dotdigital, Bristol Airport was able to capture more bookings and provide customers with exclusive discounts and reminders, all while streamlining its marketing efforts. This successful partnership is a great example for businesses looking to enhance their email marketing.

High sales and happy customers

Bristol Airport saw an impressive boost in results from its new marketing strategy. The discount code offered during the campaign was used by customers in 48% of all future transactions. Emails played a significant role in generating revenue, accounting for 22% of all sales.

But that’s not all. A customer survey revealed even better news. A staggering 71% of respondents rated the quality of the information provided during the campaign as excellent, very good, or good. This strong indicator shows that the campaign was not only successful in driving sales but also delivered clear and valuable information to customers.

Searching for effective marketing strategies to expand customer base

With an ever-growing influx of data following on from their increasing customer base, winedirect.com.au wanted to ensure it is marketing effectively to its broader customer base. Additionally, the retailer wanted to connect with its customers and create hyper-personalized recommendations through automated campaigns. As a result, winedirect.com.au leveraged the ongoing partnership with Dotdigital to integrate AI-driven product recommendations and address these concerns.

Harnessing AI-powered recommendations for personalized campaigns

The team kicked off their campaign by using ‘bestsellers’, ‘most viewed’, and ‘also bought’ product recommendations, which has been an enormous success. The out-of-the-box recommendations made it possible for the brand to recommend the most relevant and personalized wine cases to the targeted audience. The AI-powered product recommendations helped the company identify new and unique customer-product relationships. The team now uses a wonderful mix of non-personalized, personalized, and machine learning recommendations.

“Dotdigital product recommendations have allowed us to get through a few roadblocks that the team faced previously. We struggled to match complex product packages to customers, but that’s where AI has come into play,” says Adam Hollinshead, Chief Digital Officer at winedirect.com.au. “The fact that we have access to an emerging technology that is proving its potential, is quite thrilling. It enables us to build many capabilities with very low effort and much higher returns.”

The team is also using the single customer view in Dotdigital to get a holistic view of customers across the entire buyer’s journey and re-target customers through socials and website. “To be able to track and consolidate data from consumer behavior across channels has helped us retain cleaner data and hyper-segment it to gather better insights at a granular level. It also helps us re-engage the customers who haven’t shopped with us in a while,” added Adam.

Dotdigital product recommendations have allowed us to get through a few roadblocks that the team faced previously. We struggled to match complex product packages to customers, but that’s where AI has come into play.

Adam Hollinshead, Chief Digital Officer at winedirect.com.au

Achieving 8% revenue growth with Dotdigital’s ai-driven recommendations

Since implementing product recommendation in November 2021, the brand has seen an 8% revenue growth in online sales compared to the previous year. Product recommendations contributed 7% to overall company revenue, of which 6 % can be attributed to Dotdigital’s AI-powered best next recommendations.

Exploration of SMS for personalized engagement

Winedirect.com.au is currently working on creating a cross-channel journey with SMS. In addition to integrating SMS into its marketing programs, the team is also exploring how to use it best for one-on-one conversations.

Kew Gardens is a major international and top London visitor attraction. The organization’s 132 hectares of landscaped gardens, and Wakehurst, its wild botanic garden, attract over 2.5 million visits every year. Kew Gardens was made a UNESCO World Heritage Site in July 2003 and celebrated its 260th anniversary in 2019, whilst Wakehurst is home to Kew’s Millennium Seed Bank, the largest wild plant seed bank in the world.

Welcome email strategy enhances customer engagement and brand connection

Previously, subscribers would start receiving marketing emails straight away, without a welcome email to introduce them to Kew. Research showed most subscribers knew little about Kew as an organization; and there was a breadth of information and content out there – something that could add significant value to their experience. Moreover, an effective welcome email would set the customer journey off on the right footing, paving the way for more engagement with the brand.

Welcome email engaging new subscribers with personalization

In December 2019, the Kew team launched a welcome email for new subscribers. Engaging them with a welcome email at the start of their digital journey helps showcase the breadth of what Kew does, and provides an opportunity for personalization. Family and science audiences are a priority for the organization; and now subscribers clicking that content are sent personalized content from the beginning of their journey.

The team decided to bring Kew to life with surprising facts and worked closely with the in-house designer to develop colorful graphics to tell the story in a more visually engaging way. Combined with an animated header using photography from the gardens, it creates a striking and welcoming email to show new subscribers that there is more to Kew than they may have realized.

KEW found that subscribers who had received the welcome email were 48% more likely to open one of Kew’s first three marketing emails in 2020 than those who didn’t.

Welcome email success: Enhanced engagement, ticket sales surge, and unparalleled ROAS boost

As hoped, Kew’s new welcome email drove an increase in engagement from new subscribers. The organization’s first iteration achieved a 62% open rate and 20% click-to-open rate, double its 2019 averages.

But the new strategy hasn’t just boosted engagement; ticket sales from the welcome email have led to a 2,034% increase in ROAS (return on ad spend).

This isn’t something the organization was expecting, since over 50% of new subscribers signed up while buying tickets to visit Kew, so have just spent money with the organization.

On top of this, recipients of the welcome email have shown more engagement with marketing emails than non-recipients. The brand found that subscribers who had received the welcome email were 48% more likely to open one of Kew’s first three marketing emails in 2020 than those who didn’t. This just goes to show that making a great first impression improves wider marketing engagement and performance.

The Lawrence & Hanson team comprised two members for this project in 2019: an ecommerce manager, Patricia Mota Almeida Goncalves, and a senior marketing manager, Rachel Raschilla. Both are dotties winners for marketing team of the year (2020).

Driving online customer purchases

Throughout the ongoing COVID-19 crisis, the team has focused on loyalty programs as a way to continue to grow its membership base and increase sales at the same time – exceptional considering the forced closures of some physical branches, not to mention the severe lockdown imposed on the state of Victoria. The team created a new program every month, making sure to review monthly and make ongoing improvements to increase sales. This includes building new and complex programs, using multiple personalized emails, and loading all data – which for a small team is a big achievement.

During the pandemic, it was more important than ever for the team to use Dotdigital to build effective trigger campaigns that drive its eCommerce platform. This increased the brand’s online sales and drove customers to purchase more online, while rewarding their loyalty with benefits – just for spending with the business.

Leveraging dotdigital’s customer data insights for tailored loyalty programs and enhanced strategic engagement

The team implemented many new processes while working with Dotdigital, including a more strategic focus on the use of customer contact data fields, as well as trigger and EDM campaigns. Using clean and enriching customer data fields within the trigger campaigns has driven program sales and increased overall performance. As a result, Lawrence & Hanson no longer batches and blasts cold EDMs. What’s more, the team uses all the different channel elements of the platform for its national programs, such as SMS, surveys, and trigger campaigns – all with personalization.

Most importantly, however, the brand developed a loyalty program in the Dotdigital platform that has been optimized year on year. In 2019, the team developed the ‘Bucket List program’ which incentivized customers to spend certain limits with specific suppliers. This year the team went on to develop the ‘Sparky Plus program’ as an extension of the ‘Bucket List program’. The program is continuing to be successful month on month.

The team implemented many new processes while working with Dotdigital, including a more strategic focus on the use of customer contact data fields, as well as trigger and EDM campaigns.

Driving high ecommerce growth amid the pandemic crisis

The ‘Bucket List’ loyalty program has generated additional sales from new business customers, spurring the development of the second loyalty program, ‘Sparky Plus’. The additional sales generated purely from new sales from a zero base, attributed to new customers who have joined the program and spent money with the business for the first time.

This sales boost ultimately allowed the team to create a new loyalty program called Sparky Plus – a worthy investment. The Sparky Plus program has generated a sales increase to date and is extremely successful to date.

The marketing team members are the key drivers of these promotions using Dotdigital, having made significant head waves within their organization using the platform to generate sales. The significant sales performance highlights the long-term growth benefits of marketing automation – and just how much ROI it can bring.

During the pandemic, it was more important than ever for the team to use Dotdigital to build effective trigger campaigns that drive its eCommerce platform. This increased the brand’s online sales and drove customers to purchase more online, while rewarding their loyalty with benefits – just for spending with the business.

Listed as the number one online bestselling car mat in Malaysia since 2016, TRAPO’s mission is to encourage a safe, hygienic, and comfortable driving experience for drivers through its innovative and reasonably priced car accessories. The brand provides a full tailor fit car mat solution for each car model, integrated with their 4.0 manufacturing model to provide a seamless online to offline experience.

Looking for a centralized marketing automation program to integrate into existing tech stack

In response to the growing customer base and shifting marketplace, TRAPO needed to move from the existing complex ecommerce website to a much simpler, centralized and personalized system. Additionally, the company was also on the lookout for a platform that would easily sync with all the other marketing tools they had in place to better streamline the process.

As a result, TRAPO decided to implement a marketing automation platform to help them deliver an enhanced personalized customer experience and increase profits.

Ultizing Dotdigital tools for personalized campaigns

Over the last 12 months, TRAPO has been utilizing the Dotdigital platform to run personalization, automation, and retargeting marketing campaigns. With the help of Dotdigital, the brand was able to study and map their customers’ journey by implementing different automation programs such as welcome, thank you, and abandoned cart series.

“The challenge for us as a business was the delivery of consistent and constant customer engagement. And with the industry becoming increasingly competitive, the key is to remain relevant and keep the audience engaged. However, with Dotdigital on board, we were able to achieve that competitive edge with our creative and tailormade campaigns,” said Ionut Danifeld, Chief Marketing Officer at TRAPO Asia.

Since coming on board with Dotdigital, TRAPO witnessed its revenue triple and saw an increase in the average order value by 6.5 percent year on year.

Impressive growth with Dotdigital tripling revenue and boosting order value through automated retargeting

Since coming on board with Dotdigital, TRAPO witnessed its revenue triple and saw an increase in the average order value by 6.5 percent year on year. Furthermore, the company is using Dotdigital’s automation solutions to run triggered re-engagement campaigns. This has allowed the brand to retarget and capitalize on lapsed customers through abandoned cart programs, yielding higher engagement rates. Recently, the campaign has expanded from email retargeting to other channels such as social and Google retargeting.

With a mission to make tasty and healthy drinks available to people everywhere, Remedy has since expanded overseas into the UK, US, Canada, and Singapore. The brand has grown in popularity, building a loyal following for Remedy Kombucha starting in health food stores, independent supermarkets, and cafes; recently expanding to convenience stores and major supermarkets. Besides Kombucha, Remedy also produces Coconut Water Kefir, Switchel, Tepache and Soda, all with no sugar, naturally.

Enhancing customer engagement with personalized digital content

With the growing popularity and expansion of its brand and customer database, Remedy recognized an opportunity to better engage with consumers in the digital space, with tailored and personalized content.

Enhancing engagement with automated welcome series and more

In early 2019, Remedy partnered with Dotdigital to explore its automation functionalities and solutions. As well as being integrated with their eCommerce platform, Magento, Dotdigital’s capability to capture, funnel, and segment customer data was one of the main reasons driving this decision. Currently, Remedy is running automated customer engagement programs such as a welcome series, abandoned cart notifications, product education programs, and review email campaigns.

The segmentation and quality research of the data through different automated programs has allowed us to have an in-depth understanding of our customer preferences.

Tom Melenhorst, Digital Marketing & Ecommerce Manager, Remedy

Boosted customer engagement and revenue with Dotdigital

According to Tom Melenhorst, Digital Marketing & Ecommerce Manager at Remedy, partnering with Dotdigital has enabled Remedy to effectively implement a comprehensive engagement strategy with their customers. Dotdigital’s automated platform helped them to use email to its maximum potential, deliver consistent messaging, and engage with their customers with highly relevant content.

Utilizing Dotdigital enabled the company to access real-time data and run better-personalized campaigns giving a facelift to its digital efforts. “Another benefit of using Dotdigital is its flawless onboarding process, accompanied by their user-friendly platform. Over the last year, the segmentation and quality research of the data through different automated programs has allowed us to have an in-depth understanding of our customer preferences, ultimately targeting them with personalized products and campaigns,” commented Tom.

The user-friendly interface made it easy for Remedy to work around the content, channel it into customized automated programs, and streamline the electronic direct mail (EDM) process. By using Dotdigital, the company has not only enhanced its customer experience but also built a stronger approach towards brand recognition, as well as customer retention. In the past 12 months, Remedy has also seen 15 % of its revenue come from emails.

Remedy intend to create a wider focus on its customers by enhancing re-engagement programs and different types of automated triggered emails – including transactional emails. The re-engagement campaign will help the brand approach its existing customers with relevant content in a dynamic fashion.

Enhancing fan experience

In the lead-up to the Winter Games in PyeongChang, Team GB wanted to ensure that it had the professional assets necessary to deliver an inspirational email program for its fanbase. There was a particular need for additional resource on the ground to cover marketing activities, owing to the time difference between the UK and South Korea.

Team GB – having been a Dotdigital client for over three years – sought help from its account manager, requesting two digital marketing specialists to be placed on secondment at its HQ in London for the duration of the Games. Their combined support and expertise would help enhance Team GB’s email campaigns and make the fan experience an unforgettable one.

Immersive experience for enhanced fan engagement and innovative email campaigns

The role was devised between the CRM & fan engagement manager at Team GB and their Dotdigital account manager. It was intended to be totally immersive so that both sides could garner value from the experience. Dotdigital’s digital marketing specialists, Faye and Clare, attended training sessions that taught them the systems and programs they’d be using over the three-week period. What’s more, a working document was created that conceptualized content ideas for campaigns; this was based on both a Games schedule and past email and segmentation analytics.

Clare and Faye worked collaboratively to:

• build, schedule, and execute fan emails
• curate messages for Team GB Club members
• deliver excellent customer support to Team GB’s fanbase
• review KPIs (such as open rates, click-through rates, etc.)
• act upon opportunities to drive Club member growth for the Games

Team GB was also keen to have a new template created to launch before the Games. Dotdigital’s creative director, Ger Ashby, worked closely with them throughout a creative best practice s

In-depth campaign analysis and real-time insights lead to 45k game-time clicks

Analyzing previous campaign results helped Team GB and their Dotdigital colleagues discover what worked well and what didn’t. What’s more, the UK team connected daily with those on the ground in Pyeong Chang, providing essential information on how the Games were being received by the public.

Steering content ideas on this basis helped to make emails – all 5,941,788 of them – even more relevant and engaging. Both the collaborative process and email template refresh drove sensational results for Team GB during the Games – 45K clicks during game time!