Case Study: Otter achieves a 30% retention uplift with Omniconvert

How we increased Otter’s retention rate by 30% by focusing on a single customer segment

Otter, an e-commerce shoe webshop, was struggling with stagnant profit and retention, even though it was acquiring new customers through discount-driven campaigns. The company needed help from Omniconvert and its REVEAL product to understand which customers were most valuable and why most shoppers were not returning after their first order.

Omniconvert analyzed Otter’s customer base, identified the most profitable segment, and built a focused, insight-driven retention strategy around it. By concentrating on a single promising segment and helping the team shift from broad acquisition to targeted retention, Omniconvert delivered a 30% uplift in Otter’s customer retention rate within six months.

Otter

Cristi Movila

Director of Ecommerce