Case Study: Feel Good Contacts drives higher revenue, basket value, and mobile app sales with Emarsys

How Feel Good Contacts Drives Revenue with Omnichannel Experiences

Feel Good Contacts, the UK’s popular online contact lens retailer, wanted to scale personalization, increase basket upsells, and improve retention across its growing ecommerce business. Before working with Emarsys, the company struggled to understand customer needs well enough to deliver the right products at the right time, and its personalization efforts were not automated or scalable.

Using Emarsys and SAP Emarsys tools, Feel Good Contacts connected customer data across channels to build automated journeys, improve abandoned cart and welcome campaigns, and optimize upsells on web, checkout, email, and mobile. The results included a 26% year-over-year revenue increase in welcome and abandoned basket journeys, a 40% increase in average basket value, 24% of monthly orders coming from the mobile app, and a 37.2% conversion rate for existing customers buying its in-house comfi lenses.

Feel Good Contacts

Nimesh Shah

Marketing Director