Case Study: Store Twenty One achieves 5% annual sales increase with Capillary Technologies' loyalty solution

Store Twenty One achieved a 5% increase in annual sales from implementing its customer loyalty program

Store Twenty One is a UK value-focused clothing and lifestyle retailer with over 200 stores operating in the competitive low-cost fast-fashion sector. Lacking an online storefront and customer engagement capabilities, the chain struggled to increase margins, footfall, average basket value and same-store revenue through personalized offers.

By deploying Capillary Technologies’ customer engagement and loyalty solutions, Store Twenty One launched a mobile-based loyalty program and targeted SMS campaigns that captured 700,000 members in 18 months and enabled real-time personalization at the point of sale. The initiative drove upsell opportunities, higher repeat visits and basket sizes, delivered a 5% increase in annual sales, roughly £787K incremental seasonal sales from targeted campaigns, and a reported 20x ROI.

Store 21

Anupam Jhunjhunwala

CEO