HOW URBAN OUTFITTERS REACHES CUSTOMERS WHEN THEY WANT TO BE REACHED

ABOUT

Urban Outfitters is a

leading youth-focused

retail brand offering

curated, memorable

clothes, books, vinyl,

housewares, and more

via its website and

mobile app, as well as

through its hundreds

of retail locations. By

leveraging technology

to provide a seamless

user experience on

mobile, desktop,

and in person, Urban

Outfitters makes it

possible for customers

to engage how they

want, when they want.

CATEGORY: Retail

PLATFORMS:

iOS and Android

BASED IN:

Philadelphia,

Pennsylvania

CHANNEL:

Push Notifications,

Email, In-App Messages,

News Feed Cards

COMMUNICATE MORE EFFECTIVELY

WITH CUSTOMERS BY DOING IT ON

THEIR SCHEDULE

OBJECTIVE

With 119 apps1 installed on the average

smartphone, it’s becoming harder and harder

for marketers to communicate effectively with

their mobile users, and for customers to stay

up on promotions, events, and other

information from their favorite brands.

SOLUTION

Schedule multichannel messaging campaigns

using Intelligent Delivery, Appboy’s powerful

send-time optimization feature, in order to

determine individual high-engagement

windows for each recipient and ensure that

they receive outreach at times when they’re

most likely to engage.

CASE STUDY:

SUPPORTING CUSTOMER ENGAGEMENT WITH

INTUITIVE MESSAGING ADDING VALUE FOR URBAN OUTFITTERS AND THEIR USERS

1macstories.net

KEYS TO SUCCESS

AUDIENCE SEGMENTATION: To increase the likelihood that users interact with messages on

promotions, in-store events, and other information relevant to their interests, Urban Outfitters

leveraged Appboy’s support for advanced audience segmentation to directly target campaigns

to curated subsets of its full audience, based on user demographic and behavioral data.

MULTICHANNEL MESSAGING: To bolster the effectiveness of individual messaging channels,

such as push notifications, and to reach customers with the type of outreach that they prefer,

Urban Outfitters leveraged Appboy’s support for multichannel messaging to create coordinated

campaigns containing multiple messages across various channels.

INTELLIGENT DELIVERY: To reach users with messages at the ideal time, Urban Outfitters

used Appboy Intelligent Delivery to automatically calculate each recipient’s high-engagement

periods and ensure delivery of multichannel messages during the time that each user was most

likely to respond to each message type.

BRAND BENEFITS: By taking advantage of Appboy’s support for

audience segmentation and send-time optimization for multichannel

messaging campaigns, Urban Outfitters improved overall open rates

by more than 100% across messaging channels, boosted one-week

retention for male loyalty program members by 138%, and increased

engagement among users who had been inactive for three months

by 94%.

USER BENEFITS: Urban Outfitters customers who received

segmented multichannel messaging campaigns sent using Intelligent

Delivery were more likely to receive relevant outreach from the brand

at times that were convenient for them, adding value and reducing the

chances they received messages at unwanted times.

100%INCREASE IN

MESSAGE OPEN RATES ACROSS

CHANNELS

94%INCREASE IN

ENGAGEMENT FOR USERS INACTIVE

FOR THREE MONTHS

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