Case Study: Moss Bros achieves acquisition and retention of high-lifetime-value customers with Mention Me

How Moss Bros acquires and retains high lifetime value customers with Mention Me

Moss Bros, the menswear retailer, needed to re-engage existing customers and reach new audiences after Covid. They partnered with Mention Me and quickly added Smart Experiment — a machine-learning upgrade to their referral program — by rolling out new creative, codes and offers with minimal setup.

Smart Experiment automatically segments customers by Propensity to Refer and serves tailored prompts (invite high‑propensity customers to refer; give low‑propensity customers a referral‑or‑discount choice). Within a month Moss Bros saw strong results: 20% of referrals convert to new customers, referred customers’ AOV was 14% higher, high‑propensity customers shared 6× more, and low‑propensity customers who claimed the discount were 23% more likely to repurchase — with data feeding the CRM for ongoing A/B testing and targeted campaigns.

Moss Bros

Natalia Kirby

Digital Marketing Manager