Catering to road cyclists, mountain bikers, triathletes, runners and more, premium cycling retailer Sigma Sports wanted to give every customer a bespoke marketing experience with their brand that reflected the company’s passion and personality.
However, its marketing stack – made up of a basic ESP and multiple other tools – was holding it back.
Lack of joined-up customer data prevented the marketing team from personalising campaigns in a meaningful way. Using multiple providers resulted in large amounts of manual work transferring data between solutions, and gave Sigma Sports little control over how many messages a customer was receiving. What’s more, campaigns were difficult to set up and amend in their email provider, making it difficult to test out new ideas and optimise campaigns.
Sigma Sports called upon Ometria to help offer its customers amazing experiences throughout their journey with the brand.
With all of its customer data in one place, the marketing team was able to gain insight into its customer base like never before.
Ometria’s retention marketing expertise, combined with instant access to detailed customer analytics within the platform, gave the team insight that not only informed its high-level marketing strategy, but also formed the basis for the segmentation and personalisation it used across its marketing messages – from automation to broadcast emails to social custom audiences and beyond.
While the brand was previously able to send basic automated emails, such as cart abandonment campaigns, Ometria enabled Sigma Sports to create an advanced, joined up automation strategy that spanned the entire customer lifecycle, including:
Running campaigns from one place, powered by detailed customer insights, enabled the brand to create a consistent experience and gave Sigma Sports’ marketing team control over how many messages each shopper received.
Ometria also gave Sigma Sports the ability to personalise the brand’s newsletter (or broadcast) campaigns, making them more relevant to the recipient without increasing the workload for the marketing team.
As well as transforming its email strategy, Ometria enabled Sigma Sports to personalise the customer experience on other channels, such as Facebook and Instagram, using custom audiences.
By syncing customer segments with social, the retailer was able to target ‘lapsed’ and ‘at risk’ shoppers with ads that showed products relevant to their previous purchases to reactivate them.
Sigma Sports also used segments created in Ometria to create lookalike audiences for lead generation competitions. These new leads helped the brand grow its database by around 15% year on year.
So who won this test of human- versus machine-based segmentation?
Compared to the version that relied on simple rule-based segmentation, the AI-segmented email achieved
Having Ometria has completely transformed our approach to CRM. Through its intuitive platform, we have gained a deeper understanding of our customer base and are able to react quickly with relevant, personal emails that help us to achieve targets and deliver a great customer experience.