Case Study: Sur La Table achieves more repeat customers and long‑term loyalty with Lexer

How Sur La Table converts one-time buyers into repeat customers with Lexer’s CDP

Sur La Table, a retail chain selling cookware, dinnerware and offering in‑store cooking classes, faced a common retail challenge: a large share of one‑time buyers and limited visibility into customer behavior. Head of Marketing Natalie Brown partnered with Lexer, using Lexer’s Customer Data Platform (CDP) and strategic support from Lexer’s Success team, to better visualize and understand where customers were coming from and how to re‑engage them.

Lexer implemented a 4‑point framework—data & insight, personalized engagement, measurement and automation—creating a single customer view and enabling targeted “crawl, walk, run” strategies. Using Lexer’s CDP, Sur La Table identified hero drivers (culinary classes converted to 2+ orders at 34%, and the Instant Pot delivered an 8% higher conversion to a second order), launched timed, personalized campaigns and a tiered loyalty program (Oct 2019) without an external platform, driving higher repeat purchase rates, increased AOV and long‑term customer value.

Sur La Table