Case Study: Farfetch achieves 15% increase in customer acquisition in 9 months with Mention Me

How Farfetch has accelerated growth by harnessing the happiness of existing customers

Farfetch, a high-end fashion retailer experiencing rapid growth and strong customer satisfaction, wanted to turn its happy customers into a scalable acquisition channel. After an initial in-house referral widget delivered no meaningful lift and marketing resources were stretched, the team needed a low-effort, testable referral solution to prove the channel’s value.

They partnered with Mention Me to launch a referral program in six weeks, using A/B testing and a unique name-sharing feature, and rolled it out across multiple languages. Within nine months acquisition rose 15%, over 20% of referrals came via name sharing, referred customers had higher average order values, and each sharing customer generated more than £100 in incremental revenue.

farefetch

Anni Noel-Johnson

Head of CRM and Customer Insight