Case Study: Whittard of Chelsea boosts repeat purchases and reduces churn with Ometria

Whittard of Chelsea boosts repeat rate by 32% with Ometria

Whittard of Chelsea, a British retailer specializing in premium teas and coffee, faced challenges engaging customers beyond their first purchase and reducing a high churn rate. They wanted to build a deeper, long-term relationship with their customers but found it difficult to incentivize shoppers to share their email addresses and stay connected with the brand. To address this, they implemented the Whittard Rewards loyalty program, powered by Antavo, and partnered with the vendor Ometria for their customer marketing.

Using Ometria's platform, Whittard implemented targeted campaigns including a Welcome journey and a Gifting Calendar campaign to engage loyalty members. Their strategy included ensuring every broadcast email displayed a member's points total. As a result, Ometria helped Whittard achieve a 32% increase in repeat rate and a 17% reduction in churn. The program also drove significant omnichannel behavior, with 58% of orders attributed to broadcast email happening in-store.

Whittard of Chelsea