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Client
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Client Story
Background Story
Basket abandonment is a challenge facing every online retailer today, with the majority of customers entering the buying process and putting products in the basket without completing their purchase.
Sony wanted to communicate with these hottest of prospects, whilst ensuring it was fully compliant with legal guidelines and best practice advice.
Legal Diligence
Sony follow the EC Privacy and Electronic Communications laws and in particular the 'soft-opt-in' principle set out in section 22 which in practice means the consumer must leave their email address during the checkout process, the basket abandonment email must be specific to the product or service the consumer was interested in at the time their email was left and must include a simple 'one click' unsubscribe.
SaleCycle worked through an in depth legal consultation with SONY EU so that their Data Compliance and Personal Information Management (PIMS) teams were happy to rollout the service across all EU regions.
The Solution
The programme has achieved fantastic results across all regions, with average open rates in excess of 55% and click-through rates of 22% testament to the importance of good timing and clean email design.
Great customer service and targeted email engagement have their place whatever the region – just like Sony’s products!
@SaleCycle
www.SaleCycle.com
Sales Uplift
Sony’s abandoned basket email programme has increased online
sales by over 7%.
Results
7.4%
About
Sony is one of the world’s best-known brands. A leading light in consumer electronics, Sony products are loved across the globe.
SaleCycle helps its clients to recover lost sales by contacting people in real-time when they abandon a shopping cart or booking online.
“Quality control and great customer service are key components of the
Sony experience, both with our products and the way we communicate
with customers. Working with SaleCycle, we put together a highly
effective basket abandonment email programme to communicate to
customers who leave the checkout process without purchasing; effectively
our hottest prospects. I would recommend SaleCycle to anyone
looking to implement a cart recovery programme – it’s a great solution."
Jayne Knobbs, eCommerce Marketing Manager, Sony
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ShippingDetails
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Client Story
Background Story
Booking abandonment online is a challenge facing every hotel operator today. For Millennium it is no different, with abandonment rates across its regions contributing a significant amount of lost revenue.
Millennium wanted to do something to communicate with these customers who don’t book first time round – effectively it’s hottest prospects.
Global Roll-Out
Millennium began by trialing the programme on the .com site, testing a variety of subjects and sending times to find the right balance for it’s customers.
Following fantastic results, both in bottom line revenue and improved customer service, the campaign was then rolled out across the entirety of Millennium’s global reach – with email templates created in both English and Chinese.
The Solution
The programme has profited thanks to strong partner-ships and collaboration, with SaleCycle working closely with the Synxis booking engine to capture data in real-time, and the wider Millennium team to ensure all messaging is on brand and hitting the right notes for the culture of the region it serves.
The result is a slick, global solution – which is very much the Millennium way.
@SaleCycle
www.SaleCycle.com
Recovered Currencies
Millennium’s booking recovery programme is now live in 19 countries
recovering sales in 88 currencies.
Results
88
About
Millennium & Copthorne Hotels plc is a leading hotel operator with over 120 hotels in 19 countries across the globe.
SaleCycle helps its clients to recover lost sales by contacting people in real-time when they abandon a booking online.
“Contacting customers who abandon their booking online has
not only improved our bottom line, but has improved the customer experience too. I
wouldn’t hesitate to recommend SaleCycle to any hotel looking to
improve online booking performance, both nationally and
across the globe.”
Samantha Loh, Global E-Commerce Director,
Millennium & Copthorne Hotels plc
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Client Story
@SaleCycle
www.SaleCycle.com
Online Sales Uplift
Monsoon Accessorize’s cart recovery emails contribute an
uplift in online sales of over 4%.
Results
4.3%
About
Monsoon Accessorize is a high street favourite. Renowned across the world for the beauty and colour of it's products, it has over 1,000 stores and a thriving online presence.
SaleCycle, the market leader in it’s field, helps its clients to recover lost sales by contacting people in real-time when they abandon their shopping-cart online.
“At Monsoon Accessorize we recognise the challenge of
abandoned baskets and the opportunity to target these people our hottest prospects. By working
with SaleCycle and sending timely, well designed emails,
we've increased our annual sales online by over 4% with an
average order value 30% higher than our direct website sales.
A great partnership.”
Bilal AdhamOnline Acquisition Manager
Monsoon Accessorize
Background Story
Monsoon Accessorize’s abandonment rate of 68% is a significant improvement on the industry averages that level up at around 74% - however it still equates to a huge amount of lost revenue every day - and no one likes that!
It’s innovative website, allows customers to purchase products from either of its brands, providing a great shopping experience – but also significant brand challenges when it comes to email retargeting.
Dual Branded Email
To ensure a really great return on basket abandonment emails (and that’s SaleCycle’s mantra!) it’s vital that the look and tone of the email is just right and that it positively reflects the customer’s shopping experience so far.
But what about when there's multiple brand possibilities?
The Solution
Using dynamic email templates, and a clever bit of segmentation wizardry, customers who abandon a dazzling dress from Monsoon, for example, will receive a Monsoon branded email which reinforces all the brand stands for. A beautiful bracelet from Accessorize? The opposite applies.
However, if both products are abandoned then a dual-branded email is sent with an animated GIF header promoting both brands.
The loop is finished with a slick integration with Monsoon’s email service provider, ensuring emails hit the inbox and customers return to purchase their weekend wares!
The Creative
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VISIT US ONLINE
Customer Service Tone
Full Cart Contents
BrandFocus
Live Pricing
DynamicEmails
Fully Personalised
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Client Story
Background Story
Shopping cart abandonment is one of the biggest challenges facing all global retailers, with average abandonment rates of 74%.
Identifying this problem, and SaleCycle as a solution, OFFICE Shoes introduced cart recovery technology on their ecommerce site, with the target of re-engaging with customers who fell at the final stage of the buying process.
Split Testing
OFFICE Shoes recognised the importance of constant testing and monitoring to optimize the success of the email campaign and utilised the split-testing module within the SaleCycle platform to test different sending times (varying times from 2 hours after abandonment down to 30 minutes) and a variety of different subject lines.
The Solution
SaleCycle continues to work closely with OFFICE Shoes to optimise their abandoned shopping basket email campaign. Testing, analysis and re-testing is an ongoing process with changes to the creative each season accompanied with new tests.
OFFICE Shoes has also introduced a 2nd Cycle email campaign sent 24 hours after abandonment to consumers who have yet to return to the site to purchase. This 2nd email campaign also includes dynamic product recommendations.
@SaleCycle
www.SaleCycle.com
Conversion from Click
OFFICE Shoes now recover £‘000s of lost sales every day, with
one-in-four of all consumers who click going on to purchase.
Results
25%
About
OFFICE Shoes is a leading high street favourite, gaining a reputation for originality in its approach to shoe retailing, with 81 stores and a thriving online presence.
SaleCycle helps its clients to recover lost sales online by contacting people who abandon their shopping-cart, booking or application form in real-time.
“At Office Shoes we recognised the challenge of abandoned
baskets and saw the opportunity to communicate to our hottest
prospects. By working with SaleCycle we send timely, well
designed emails to our customers that they really respond to - with a
25% conversion from click. A great partnership.”
Scott Taylor$3.�.BOBHFS�o�0ĀDF�4IPFT
TIF�$SFBUJWF
@salecycle.comTWEET US
VISIT US ONLINE
Customer Service Tone
Full Cart Contents
Brand Banner
Price Totals
£
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Clear Call to Actions
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Client Story
Background Story
Booking abandonment online is one of the biggest
challenges facing every travel brand today, with
average abandonment rates in excess of 90%.
Identifying this challenge, Travel Holdings worked
with SaleCycle to develop abooking abandonment
email campaign to communicate with these
customers across its international Easy Click Travel &
Last Minute Travel sites.
Timing is Everything
Travel Holdings recognized the importance of good
timing – communicating with these hottest of
prospects whilst they are in the buying mindset and
excited about finding that dream vacation!
Utilizing the split-testing module within the SaleCycle
platform, the team tested a variety of different times
before finding that 30 minutes after a booking being
abandoned was the perfect time to get back in touch.
The Solution
Working alongside Travel Holdings’ booking engine,
Travel Global Systems, the SaleCycle booking
recovery campaign has achieved astonishing results
across all key metrics, but most importantly of all, has
increased bottom line online sales by over 5%.
Now that’s a nice story!
@SaleCycle
www.SaleCycle.com
Revenue Per Email
For every booking recovery email that Travel Holdings sends - over
15 dollars in revenue is generated.
Results
$15.15
About
Travel Holdings Inc. is one of the most distinctive and
expansive travel distribution companies in the world, with a
hotel network which exceeds 50,000 properties across North
America, Europe, South America and Asia Pacific.
SaleCycle helps its clients to recover lost sales by contacting
people in real-time when they abandon a booking or
reservation online.
”Your vacation experience begins
when you first start looking for that
perfect getaway and at Travel
Holdings we’re passionate about
getting that right. Working with
SaleCycle we send beautiful,
relevant emails to our customers
when they abandon a booking
helping them back online to find
the right trip for them. The results
have been great with 52% of
customers opening the emails and
increasing our bottom line online
sales by over 5%."
Dan Ben-Zikry eCommerce Director Travel Holdings, Inc
Travel Global Systems
The Creative
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PromotionalBanner
Reservation Details
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Client Story
Background Story
Shopping cart abandonment is one of the biggest challenges facing all global retailers, with average abandonment rates of 64%.
Identifying this problem, and SaleCycle as a solution, TM Lewin introduced cart recovery technology across all websites and currencies, with the target of re-engaging with customers who fell BU�UIF�mOBM�TUBHF�PG�UIF�CVZJOH�QSPDFTT�
Global Implementation
As SaleCycle can encompass all currencies with one implementation, TM Lewin's international sites are able to use the same JavaScript code. The code, was simply pasted into TM Lewin's website on all cart, checkout and completion pages to implement the SaleCycle platform.
The Solution
SaleCycle then worked closely with TM Lewin to develop the recovery campaigns for each domain with the production of 4 email templates for TM Lewin, each of which contained international tracking.
#Z�UFTUJOH�EJÿFSFOU�XPSEJOH�TUZMFT �5.�-FXJO�BOE�SaleCycle found that using a customer service UPOF�XBT�NPSF�FÿFDUJWF�JO�ESJWJOH�DVTUPNFST�CBDL�online to purchase. The email creative also incorporates an animated GIF sales banner, which is updated quarterly.
@SaleCycle
www.SaleCycle.com
Uplift in global revenue
TM Lewin now recover $‘000s of lost sales every day, with an overall uplift in global online
revenue of 4.65%.
Results
4.65%
About
TM Lewin is the global leader in businesswear for men and women with transactional websites in the UK, US, Australia and Europe.
SaleCycle helps its clients to recover lost sales online by contacting people who abandon their shopping-cart, booking or application form in real-time.
“4BMF$ZDMF�PÿFSFE�VT�UIF�JEFBM�marketing tool, increasing our
revenues and giving us valuable insight into our customers
behaviour. To be recommended…”
Guillaume Brocart, TM Lewin Country Manager
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Customer Service Tone
Full Cart Contents
Animated GIF Banners
Historical Pricing
Return to Pre-Populated
Cart
Social Links
In partnership with:
Client Story
Background Story
Basket abandonment online is one of the biggest challenges facing every online retailer today, and for FCP Groton and the purchase of car spares it’s no different with an average abandonment rate of 81%.
Identifying this challenge, FCP worked with SaleCycle to develop a basket abandonment email campaign to communicate with these customers across its international sites fcpimport.com & fcpeuro.com.
Personalized Creative
FCP’s basket abandonment emails achieve a fantastic open rate, with almost half of the recipients seeing the creative.
This creative is made even more successful using dynamic personalization which displays a banner based on the car parts the customer has shopped for – for example, if a customer has shopped for Audi parts they see an Audi banner – improving the customer experience and increasing the number of clicks back to the FCP website.
The Solution
Working alongside FCP’s Spree Commerce platform, the SaleCycle cart recovery campaign has achieved astonishing results across all key metrics – increasing online sales by over 4% and achieving an average order value significantly higher than direct website sales.
@SaleCycle
www.SaleCycle.com
Sales Increased by
FCP’s cart recovery programme has increased its annual online
sales by over 4%
Results
4.25%
About
FCP Groton is the leading European & Import car parts specialist. Starting out as a small family run organization in 1986, FCP are now a worldwide online distributor.
SaleCycle helps its clients to recover lost sales by contacting people when they abandon a shopping cart online.
“At FCP we recognize the challenge of abandoned baskets
and the opportunity to target these people our hottest
prospects. By working with SaleCycle and sending timely,
well designed emails we've increased our annual sales online by over 4% with an average order value 30% higher than our direct
website sales. A great partnership.”
Scott Drozd, CEOFCP Groton
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Dynamic Banner
Live Pricing
Social Links
PersonalizedFirst Name
Clear CTA
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Client Story
Background Story
Booking abandonment online is a challenge that every hotel faces today. No matter what you do to optimize your site and the booking process, some customers will always get away.
With an abandonment rate of just 16%, Apex Hotels is much improved on the average – but it still wanted to do something about those customers who don’t book first time round.
The Personal Touch
Apex Hotels wanted its booking recovery email to represent the experience of being in its hotel: Attractive, personal and friendly.
The creative follows this mantra to the rule, using first name personalization to greet the customer and offering the customer the incentive of a £10 voucher to enjoy themselves in the bar or restaurant. Now that is friendly.
The Solution
Using SaleCycle’s segmentation engine, the Apex Hotels email is personalized so that a different creative is shown relevant to the hotel the customer has abandoned – a thoughtful message direct from the General Manager helps to generate click rates of around 30% and a conversion from click of over 37%.
Now that’s what we call customer service!
@SaleCycle
www.SaleCycle.com
Revenue Per Email
For every booking recovery email that Apex Hotels send – an astonish-
ing 38 pounds of revenue is
Results
£38
About
Born out of Edinburgh, Scotland in 1996 – Apex Hotels Ltd is an operator of eight high quality four-star hotels across the UK.
“Contacting customers who abandon their booking online has
not only improved our bottom line, but has improved our customer experience too.
Response to the emails has been fantastic with an average open rate of over 55% and 37% of clickers going on to complete
their booking. I would recommend SaleCycle to any
hotel group looking to optimize booking performance and
occupancy rates.”
Alan Garland, E-Marketing Manager, Apex Hotels Ltd
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Hotel Manager’s
Name
In partnership with:
Client Story
Background Story
Everyone abandons his or her shopping cart occasionally. Even you and I. It’s one of the biggest challenges facing all online retailers today with an average abandonment rate of 72%.
Filson wanted to face this challenge head on and so began working with SaleCycle to put together an email to communicate to these hottest of prospects.
Product Recommendations
Good customer experience is everything at Filson, and its cart recovery email begins with a strong customer service message whilst also enforcing its strong brand mantra ‘Might as well have the best’.
The creative goes a step further from a typical cart recovery email, offering a personal shopper type experience with dynamic product recommendations.
The Solution
Using SaleCycle’s algorithm and monitoring of product purchasing across Filson’s entire range, the email offers upsell/cross-sell recommendations to each customer based on what they left in the shopping cart.
Contributing an increase in online sales of over 4% and an incredible revenue per email sent of over $13 – it’s safe to say that working together, Filson and SaleCycle really do deliver ‘the best’.
@SaleCycle
www.SaleCycle.com
Average Order Value
The AOV of purchases from Filson’s cart recovery emails is
over 30% higher than direct
Results
31%
About
Established in 1897, Filson is a leading U.S. Outdoor Outfitter and manufacturer of high quality gear and apparel.
SaleCycle helps its clients to recover lost sales by contacting people in real-time when they abandon a shopping cart online.
“At Filson we are passionate about great design and great
customer service – and our email marketing is no different.
Working with SaleCycle, the design of our basket
abandonment email brings together the style our customers love about our brand – while also providing a relevant message to help them back to our website.
A great partnership.”
Harold Egler, VP of Marketing, Filson
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Customer Service Tone
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Full BasketContents
RecommendedItems
BrandEnforcement
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Client Story
@SaleCycle
www.SaleCycle.com
Email Open Rate
Over half of Cath Kidston's customers open the basket
abandonment email making it the top performing marketing email.
Results
57%
About
Cath Kidston is one of the world’s most popular designer brands with its distinctive vintage and floral designs adorning everything from purses and pens to bedspreads and brollies.
SaleCycle, the market leader in its field, helps its clients to recover lost sales online by contacting people who abandon their shopping-cart in real-time.
“Customers are fiercely loyal to our brand, and ensuring a great
customer experience is vital to us. Working with SaleCycle we send
beautiful, elegantly branded emails to our customers when they
abandon a basket – increasing our sales and improving the customer experience. SaleCycle are always very helpful with any questions we
have and are very easy to work with. A great partnership.”
Hayley Bashford, Email Marketing Co-ordinator,
Cath Kidston
Background Story
Everyone abandons their shopping cart occasionally. Even you and I. It’s one of the biggest challenges facing all online retailers with an average abandonment rate of 72%.
With a well optimized and intuitive website from AspDotNetStorefront, Cath Kidston’s abandonment rate is below the average at 67%, but it still represents a significant amount of lost revenue – and no one likes that.
Customer Service Tone
Maintaining a positive customer experience was a key consideration for Cath Kidston when embarking on their basket abandonment email.
By sending the email, through email service provider eCircle, two hours after a cart has been abandoned, customers are engaged at a key part of the buying life cycle, whilst the subject line ‘A little reminder from Cath Kidston’ gives the email an engaging but soft tone that customers respond to.
The SaleCycle Solution
Cath Kidston’s campaign has been a huge success, becoming its most effective email with over half of recipients opening the email and a click through rate of 14%.
Abandoners also tend to spend significantly more, with the average order value of purchases direct from abandoned cart emails 65% higher than Cath Kidston’s direct sales.
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Full Basket Contents
Return to Pre-Populated
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Brand Imagery
Live Pricing
Customer Service Tone
Social Links
In partnership with:
Client Story
Background Story
Shopping cart abandonment is one of the biggest challenges facing all global brands, with average abandonment rates of 74%.
Identifying this problem, Paul Smith worked with SaleCycle to develop a basket abandonment email campaign to communicate with these customers – their hottest prospects.
2nd Cycle Campaign
Paul Smith started out with a single email campaign triggered 2 hours after a customer abandoned a product online. With a crisp, clean design, full product personalisation and a gentle customer service tone – the email produces great results with customers appreciating the relevance of the email and returning to purchase their products.
Paul Smith wanted to communicate further with those customers who still hadn’t purchased however…
The Solution
Working with SaleCycle, Paul Smith produced a 2nd Cycle email which is sent 48 hours after the first email to all customers who have not yet returned to purchase.
The email offers recommendations of other products that may be of interest to the customer, based on SaleCycle’s own algorithm and monitoring of product purchasing across Paul Smith’s entire range.
@SaleCycle
www.SaleCycle.com
2nd Cycle Revenue
Paul Smith’s 2nd Cycle email generates an additional 46% of
recovered revenue online.
Results
46%
About
Paul Smith is Britain’s foremost designer. Famous for its clothing and accessories collections, Paul Smith specialises in an inventive use of traditional craftsmanship and cutting-edge design to create beautifully made, desirable, modern pieces.
“At Paul Smith we’ve always believed in great customer experiences. Working with
SaleCycle to develop a 2nd Cycle to our basket abandonment
campaign, we send our customers recommendations of products that we believe will be relevant to them – helping them
to find the purchase right for them. A great partnership.”
Helen Harris, Assistant Digital & CRM Manager – Paul Smith
2
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ProductDetails
Dynamic Recommendations
In partnership with:
Client Story
@SaleCycle
www.SaleCycle.com
Conversion from Send
RBEMFZ�SFDPWFS�B�TJHOJmDBOU�OVNCFS�of lost sales every day, with a
fantastic conversion from send of over 7%.
RFTVMUT
7.9%
About
Radley is famous the world over for it’s luxurious range of
designer handbags. Born out of London originally, it has a
strong online presence with it's global website shipping to 47
countries.
SaleCycle, the market leader in its field, helps its clients to
recover lost sales by contacting people in real-time when they
abandon their shopping-cart online.
“At Radley we recognise the
importance of ‘good-timing’ –
especially when communicating with
our customers. Working with
SaleCycle our customers receive a
beautifully designed email, with
content and products relevant to
them, 30 minutes after they
abandon a basket on our website.
Our customers respond fantastically
with a conversion from send of over
7% making the programme one of
our highest performing marketing
tactics.”
Rowan LuckieHead of Ecommerce,
Radley
Background Story
Shopping cart abandonment is one of the biggest challenges
facing all global fashion brands, with average abandonment
rates of 74%.
Identifying this problem, Radley introduced the SaleCycle cart
recovery technology with the target of re-engaging with
customers who fell at the final stage of the buying process.
Good Timing
Radley used the SaleCycle split-testing tool to experiment with
a variety of times before finding that 30 minutes after
abandonment was the optimum performing time for its
customers.
The importance to communicating quickly with these hottest
of prospects, before they potentially purchase elsewhere,
cannot be underestimated
The SaleCycle Solution
The SaleCycle code was implemented on Radley’s website,
powered by Magento, enabling abandonments to be captured
as they happen in real-time.
Radley’s creative, sent through its ESP Silverpop, incorporates
some nice customer service lead copy to introduce the email
with full product details and a clear call to action to ‘buy now’
straight from the email.
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