OUR STRATEGY

 

To drive sustainable growth we focused on new strategies for email automation to recapture both new and existing customers. Whether a customer had browsed, abandoned their cart, or dropped off at checkout, our goal was twofold: first, to bring them back to complete their purchase, and second, to encourage long-term loyalty through Petstop’s subscription model. This not only increased revenue but also boosted customer lifetime value, strengthening retention and brand loyalty. Our strategy centered around three core initiatives:

1) Hyper-Personalisation with AI: We implemented advanced segmentation and conditional logic to tailor each email to the customer's specific pet preferences. Additionally, through a custom integration with Shop Box, an AI-powered personalisation platform focusing on shopping psychology, we automatically populated hyper-relevant product recommendations using dynamic product feeds to boost relevance and performance. 

2) Repeat purchases: To increase adoption of Petstop’s subscription model, we raised visibility and awareness of this service by adding universal content to all emails, highlighting the service and its incentive of saving up to 10% on every purchase. This resulted in an impressive 86% YoY increase in subscriptions, successfully turning once-off customers into repeat buyers.

3) Strategic Incentives: To effectively capture customers' attention, we provided time-sensitive discounts to create a sense of urgency, such as 10% off for the next 3 days. Additionally we highlighted the brand's value proposition by highlighting benefits such as: flexible payment options, free delivery on orders over €29 to encourage larger cart sizes, next-day delivery on 96% of orders, and customer reviews to strengthen purchase confidence.

By aligning our strategy with customer behaviour and leveraging automation, AI, and targeted incentives, we optimised conversion rates and built a foundation for sustainable, long-term growth.