Case Study: Urban Outfitters Drives Incremental Demand with Attentive

How Urban Outfitters Drives Incremental Demand By Communicating With Customers Across Mobile Channels

Urban Outfitters, the lifestyle retailer with more than 200 stores across North America and Europe, partnered with **Attentive** to launch its SMS marketing channel and rapidly grow its subscriber list. Using Attentive’s list growth tools, including an Email-First sign-up unit, the brand needed a way to better segment subscribers and understand how text messaging fit into its broader mobile marketing strategy.

**Attentive** helped Urban Outfitters split its SMS audience into Active and Inactive segments, then run controlled Test and Control experiments to measure incremental demand from promotional texts. The tests showed that the Active Test group drove a 13% increase in demand versus Control, with a 19% lift among subscribers active in email; Urban Outfitters also reported 27x+ overall SMS program ROI, a 230% YoY increase in purchase volume, and a 32% YoY increase in onsite conversions, proving SMS worked alongside email and push without cannibalizing them.

Urban Outfitters

Bryan Jengehino

Global Mobile Marketing