Case Study: Liali Jewellery achieves 41% winback and 21X campaign ROI with Capillary Technologies

Liali Jewellery engages consumers better and increases conversions through a data-driven approach to their CRM strategy

Liali Jewellery, a leading UAE fine-jewellery retailer with 20 boutique outlets serving an upmarket clientele, faced the challenge of driving repeat purchases in a mature, low-frequency/high-value category. To boost customer engagement and make marketing spend more effective, Liali partnered with Capillary to build a data-driven CRM program.

Capillary analyzed Liali’s entire customer database to create meaningful segments and run personalized lifecycle campaigns—using the right products, messaging and rewards across channels (including targeted store-calling). Campaigns focused on lapsed customers, festive and upsell opportunities, and diamond sales, improving targeting, incremental sales and customer experience. Outcomes included a 41% winback of lapsed customers, 21× campaign ROI on existing customers and 19% average retention for FY18.

Liali

Oofrish Contractor

Head of Marketing