Case Study: PUMA wins back 80% more lost customers with Capillary Technologies

PUMA wins back 80% more lost customers with customer segmentation and personalized & targeted win-back campaigns.

PUMA, the global sport-lifestyle brand, faced rising customer attrition in a highly competitive market and wanted to reduce reliance on costly new-customer acquisition by reactivating dormant shoppers and driving organic growth through more relevant marketing.

By implementing Capillary Technologies’ Customer Engagement Management (CEM) with POS integration, PUMA used customer intelligence, segmentation and automated personalized multi-channel win-back campaigns to target and predict inactive customers. The result: thousands of customers reactivated, an 80% higher win-back rate versus previous campaigns and a 30% increase in sales from repeat customers, while reducing the need for expensive acquisition.

Puma

Isaac John

Marketing Head