Case Study: a luxury retailer reduces attrition and retains valuable customers with Uniphore AIQ

Luxury Retailer - Customer Case Study

Uniphore worked with a luxury retailer that was struggling with customer retention because it could not accurately define customer churn. The retailer's process for creating lists of at-risk customers was manual and time-consuming, leading them to send mass promotional offers to any customer who had not made a purchase in 90 days, regardless of their individual shopping patterns.

Uniphore's solution involved calculating an order gap metric for each customer to identify when they were past their regular purchasing frequency. They then automated daily marketing campaigns to target these specific at-risk customers for retention. This approach by Uniphore eliminated the manual list selection process and resulted in a 20% decrease in customer attrition.