Case Study: UK Furniture Retailer boosts cross-sell and retention by identifying high-value customers at first purchase with UniFida

UK Furniture Retailer - Customer Case Study

UK Furniture Retailer partnered with UniFida to move beyond store- and product-level reporting and understand longer-term customer value. The retailer’s challenge was to identify which customers to recruit and how best to cross-sell and retain them, so UniFida applied its customer value analysis capabilities using the UniFida platform and data‑science expertise.

UniFida assembled and reconciled customer-level transactional histories, measured lifetime value by recruitment cohort over almost ten years, matched records to external demographic and lifestyle data, and analysed inter-purchase timing and purchase-sequence patterns. UniFida found that initial order value — not demographics — separated high- and low-value customers, that nearly all second orders occur within the first year, and that clear cross-sell product sequences exist; these insights enabled the retailer to prioritise immediate post-purchase CRM, focus on customers with high first-order value, and target specific cross-sell opportunities.