The 24 Best eCommerce Retail Case Studies Worth Reading

retail-case-studies

In the fast-paced world of retail and eCommerce, staying ahead of the game is not just a goal; it’s the lifeline of our industry. For seasoned retail executives, inspiration often comes from the experiences and successes of industry giants who paved the way with their innovative thinking and managed to thrive through thick and thin. That’s why we’re excited to bring you an exclusive collection of the 30 best eCommerce case studies meticulously curated to provide you with a wealth of insights and ideas to fuel your strategies. These case studies are more than just success stories; they are beacons of guidance for retail professionals navigating the ever-changing landscape of our industry.

In this article, we delve deep into the journeys of retail giants who have not only weathered the storms of disruption but have emerged as trailblazers in eCommerce. From adapting to shifting consumer behaviors to mastering the art of online engagement, this compilation offers a treasure trove of wisdom for the modern retail executive. 

Table of Contents

  • > Case studies for grocery/wholesale eCommerce retailers
  • > Case studies for fashion eCommerce retailers
  • > Case Studies for home & furniture eCommerce retailers
  • > Case Studies for health & beauty eCommerce retailers
  • > Case studies for electronics and tools eCommerce retailers
  • > Case Studies for toys and leisure eCommerce retailers

Case studies for grocery/wholesale eCommerce retailers

Retail case study #1: tesco .

case study retail strategy

Industry : Grocery stores

Why worth reading: 

  • Historical evolution: Understanding Tesco’s rise from a group of market stalls to a retail giant provides valuable lessons on growth and adaptation to market changes​.
  • Customer service focus: Tesco’s long-term emphasis on customer service, which is consistent across their physical and online platforms, showcases the importance of customer-centric strategies.
  • Innovation in eCommerce: The case study covers Tesco’s pioneering of the world’s first virtual grocery store in South Korea, a testament to its innovative approach to digital retailing.
  • Crisis management: Insights into how Tesco handled the Horse Meat Scandal, including efforts to tighten its supply chain, contributing to its logistical success​.
  • Financial integrity: The study discusses the Accounting Scandal, offering a sobering look at financial transparency and the repercussions of financial misreporting.

Read the full Tesco case study here .

Retail case study #2: Walmart 

walmart-case-study

Industry : Discount department and grocery stores

  • Data-driven success: The case study provides a wealth of data, showcasing Walmart’s remarkable achievements. With an annual revenue of almost $570 billion, a global presence in 24 countries, and a customer base exceeding 230 million weekly, it’s a testament to the effectiveness of their strategies.
  • Marketing strategies: The case study delves deep into Walmart’s marketing strategies. It highlights their focus on catering to low to middle-class demographics, the introduction of the Walmart Rewards loyalty program, and their commitment to environmental sustainability, all of which have contributed to their success.
  • eCommerce transformation: As eCommerce continues to reshape the retail landscape, this case study details how Walmart shifted significantly towards omnichannel retail. Readers can learn about their innovative technologies and approaches, such as personalized shopping experiences and augmented reality, that have helped them adapt to changing consumer behavior.
  • Supply chain innovation: Walmart’s proficiency in supply chain management is a crucial takeaway for retail executives. Their decentralized distribution center model , in-house deliveries, and data-driven optimization exemplify the importance of efficient logistics in maintaining a competitive edge.

Read the full Walmart case study here .

Retail case study #3: Sainsbury’s 

sainsburys-case-study

Industry : Grocery stores

  • Omnichannel success amidst pandemic challenges: With the fastest growth in online shopping among major retailers, the study illustrates how Sainsbury’s adapted and thrived during unprecedented times.
  • Dynamic brand positioning: The analysis delves into Sainsbury’s strategic shift in brand positioning, demonstrating a keen responsiveness to changing consumer preferences. This shift showcases the brand’s agility in aligning with contemporary health-conscious consumer trends, supported by relevant data and market insights.
  • Supply chain and quality assurance: The study highlights Sainsbury’s commitment to a stellar supply chain, emphasizing the correlation between high product quality, ethical sourcing, and customer loyalty. With data-backed insights into the extensive distribution network and sourcing standards, retail executives can glean valuable lessons in maintaining a competitive edge through a robust supply chain.
  • Innovative technological integration: Sainsbury’s implementation of cutting-edge technologies, such as Amazon’s “Just Walk Out” and Pay@Browse, demonstrates a commitment to providing customers with a seamless and convenient shopping experience. 
  • Diversification beyond grocery: The case study unveils Sainsbury’s strategic partnerships with companies like Amazon, Carluccio’s, Itsu, Leon, and Wasabi, showcasing the brand’s versatility beyond traditional grocery retail. 

Read the full Sainsbury’s case study here .

Retail case study #4: Ocado 

ocado-case-study

  • From startup to industry leader: The Ocado case study presents a remarkable journey from a three-employee startup in 2000 to becoming the UK’s largest online grocery platform.  
  • Omnichannel excellence: The study emphasizes Ocado’s success in implementing an omnichannel approach, particularly its early adoption of smartphone technology for customer engagement. 
  • Operational efficiency: From automated warehouses with machine learning-driven robots to digital twins for simulating order selection and delivery processes, the data-rich content sheds light on how technology can be leveraged for operational efficiency. 
  • Navigating challenges through innovation: Ocado’s strategic response to challenges, particularly its shift from primarily a grocery delivery service to a technology-driven company, showcases the power of innovative thinking. The case study details how Ocado tackled complexities associated with grocery deliveries and embraced technology partnerships to stay ahead.  
  • Strategic partnerships: The study sheds light on Ocado’s strategic partnerships with grocery chains and companies like CitrusAd for advertising opportunities on its platform. 

Read the full Ocado case study here .

Retail case study #5: Lidl

lidl-case-study

Industry : Discount supermarkets

  • Longevity and evolution: The article provides a detailed overview of Lidl’s origins and evolution, offering insights into how the brand transformed from a local fruit wholesaler to a global retail powerhouse. Understanding this journey can inspire retail executives to explore innovative strategies in their own companies.
  • Global success: Retail executives can draw lessons from Lidl’s international expansion strategy, identifying key factors that contributed to its success and applying similar principles to their global ventures.
  • Awards and recognitions: The numerous awards and accomplishments earned by Lidl underscore the effectiveness of its marketing strategy. Marketers and eCommerce professionals can learn from Lidl’s approach to quality, innovation, and customer satisfaction. 
  • Comprehensive marketing components: The article breaks down Lidl’s marketing strategy into key components, such as pricing strategy, product diversification, and target audience focus. Readers can analyze these components and consider incorporating similar holistic approaches in their businesses to achieve well-rounded success.
  • Omnichannel transformation: The discussion on Lidl’s transformation to an omnichannel strategy is particularly relevant in the current digital age. This information can guide executives in adopting and optimizing similar omnichannel strategies to enhance customer experiences and drive sales.

Read the full Lidl case study here .

Retail case study #6: ALDI

aldi-case-study

Industry : FMCG

  • Omnichannel approach: Aldi’s growth is attributed to a robust omnichannel strategy that seamlessly integrates online and offline channels. The case study delves into how Aldi effectively implemented services that can overcome the intricacies of a successful omnichannel approach in today’s dynamic retail landscape.
  • Target market positioning: Aldi’s strategic positioning as the most cost-effective retail store for the middle-income group is explored in detail. The case study elucidates how Aldi’s pricing strategy, emphasizing the lowest possible prices and no-frills discounts, resonates with a wide audience. 
  • Transparency: Aldi’s commitment to transparency in its supply chain is a distinctive feature discussed in the case study. For retail executives, understanding the importance of transparent supply chain practices and their impact on brand perception is crucial in building consumer trust.
  • Differentiation: Aldi’s successful “Good Different” brand positioning, which communicates that low prices result from conscientious business practices, is a key focus of the case study. Effective differentiation through brand messaging contributes to customer trust and loyalty, especially when combined with ethical business practices.
  • CSR Initiatives: The case study highlights Aldi’s emphasis on social responsibility to meet the expectations of millennial and Gen-Z shoppers. By consistently communicating its CSR efforts, such as sustainable sourcing of products, Aldi creates a positive brand image that resonates with socially conscious consumers and builds brand reputation.

Read the full Aldi case study here .

Retail case study #7: ASDA

asda-case-study

Industry : Supermarket chain

  • Omnichannel implementation: The case study details how ASDA seamlessly integrates physical and virtual channels, offering customers a diverse shopping experience through in-store, digital checkouts, Click & Collect services, and a dedicated mobile app. 
  • Market segmentation strategies: The incorporation of partnerships with young British designers and influencer collaborations, coupled with socially progressive messaging, reflects a strategic shift that can inspire marketers looking to revitalize product lines.
  • Crisis management and ethical branding: The study highlights ASDA’s strong response to the COVID-19 crisis, with ASDA’s actions showcasing a combination of crisis management and ethical business practices. This section provides valuable insights for executives seeking to align their brand with social responsibility during challenging times.
  • Product and format diversification: ASDA’s product categories extend beyond groceries, including clothing, home goods, mobile products, and even insurance. The case study explores how ASDA continues to explore opportunities for cross-promotion and integration.
  • Website analysis and improvement recommendations: The detailed analysis of ASDA’s eCommerce website provides actionable insights for professionals in the online retail space. This section is particularly beneficial for eCommerce professionals aiming to enhance user experience and design.

Read the full ASDA case study here .

Case studies for fashion eCommerce retailers

farfetch-case-study

Retail case study #8: Farfetch

Industry : Fashion retail

  • Effective SEO strategies: The Farfetch case study offers a detailed analysis of the company’s search engine optimization (SEO) strategies, revealing how it attracted over 4 million monthly visitors. The data presented underscores the importance of patient and dedicated SEO efforts, emphasizing the significance of detailed page structuring, optimized content, and strategic backlinking.
  • Paid search advertising wisdom and cost considerations: The study delves into Farfetch’s paid search advertising approach, shedding light on its intelligent optimization tools and the nuances of running localized advertisements. Moreover, it discusses the higher cost of visitor acquisition through paid search compared to organic methods, providing valuable insights for marketers navigating the paid advertising landscape.
  • Innovative LinkedIn advertising for talent acquisition: Farfetch’s unique use of LinkedIn advertising to attract talent is a standout feature of the case study and highlights the significance of proactive recruitment efforts and employer branding through social media channels. 
  • Strategic use of social media platforms: Exploring the brand’s highly consistent organic marketing across various social media channels, with a focus on visual content, highlights Farfetch’s innovative use of Instagram’s IGTV to promote luxury brands. The emphasis on social media engagement numbers serves as a testament to the effectiveness of visual content in the eCommerce and fashion sectors.
  • Website design and conversion optimization insights:   A significant portion of the case study is dedicated to analyzing Farfetch’s eCommerce website, providing valuable insights for professionals aiming to enhance their online platforms. By identifying strengths and areas for improvement in the website’s design, marketers, and eCommerce professionals can draw actionable insights for their platforms.

Read the full Farfetch case study here .

Retail case study #9: ASOS

ASOS case study

Industry : Fashion eCommerce retail

  • Mobile shopping success: eCommerce executives can draw inspiration from ASOS’s commitment to enhancing the mobile shopping experience, including features such as notifications for sale items and easy payment methods using smartphone cameras.
  • Customer-centric mentality: ASOS emphasizes the importance of engaging customers on a personal level, gathering feedback through surveys, and using data for continuous improvement. This approach has contributed to the brand’s strong base of loyal customers.
  • Inclusive marketing: ASOS’s adoption of an ‘all-inclusive approach’ by embracing genderless fashion and featuring ‘real’ people as models reflects an understanding of evolving consumer preferences. Marketers can learn from ASOS’s bold approach to inclusivity, adapting their strategies to align with the latest trends and values embraced by their target audience.
  • Investment in technology and innovation: The case study provides data on ASOS’s substantial investment in technology, including visual search, voice search, and artificial intelligence (AI). eCommerce professionals can gain insights into staying at the forefront of innovation by partnering with technology startups.
  • Efficient global presence: ASOS’s success in offering a wide range of brands with same and next-day shipping globally is attributed to its strategic investment in technology for warehouse automation. This highlights the importance of operational efficiency through technology, ensuring a seamless customer experience and reduced warehouse costs.

Read the full ASOS case study here .

Retail case study #10: Tommy Hilfiger 

tommy hilfiger case study

Industry : High-end fashion retail

  • Worldwide brand awareness: The data presented highlights Tommy Hilfiger’s remarkable journey from a men’s clothing line in 1985 to a global lifestyle brand with 2,000 stores in 100 countries, generating $4.7 billion in revenue in 2021. This strategic evolution, exemplified by awards and recognitions, showcases the brand’s adaptability and enduring relevance in the ever-changing fashion landscape.
  • Adaptation and flexibility to changing market trends: The discussion on how the brand navigates changing trends and overcame market saturation, particularly in the US, provides practical insights for professionals seeking to navigate the challenges of evolving consumer preferences.
  • Successful omnichannel marketing: Tommy Hilfiger’s success is attributed to a brand-focused, digitally-led approach. The analysis of the brand’s omnichannel marketing strategy serves as a map for effective promotion and engagement across various channels. 
  • Decision-making and customer engagement: The case study emphasizes the brand’s commitment to data-driven decision-making with insights into customer behavior, leveraging data for effective customer engagement.

Read the full Tommy Hilfiger case study here .

Tommy Hilfiger Banner

Retail case study #11: Gap

gap case study

  • Overcoming challenges: The case study provides a comprehensive look at Gap Inc.’s financial performance, and growth despite the challenges. These insights can offer valuable takeaways into effective financial management and strategies for sustained success.
  • Strong branding: Gap’s journey from a single store to a global fashion retailer reveals the importance of strategic brand positioning. Understanding how Gap targeted different market segments with unique brand identities, can inspire retail executives looking to diversify and expand their brand portfolios.
  • Omnichannel adaptation: The case study delves into Gap’s omnichannel strategy, illustrating how the company seamlessly integrates online and offline experiences.
  • Unique use of technology: By exploring the technologies Gap employs, such as Optimizely and New Relic, retail executives can learn about cutting-edge tools for A/B testing, personalization, and real-time user experience monitoring. This insight is crucial for staying competitive in the digital retail landscape.
  • Inspiring solutions: The case study highlights challenges faced by Gap, including logistical, technological, financial, and human resource challenges. 

Read the full Gap case study here .

Retail case study #12: Superdry

Superdry ecommerce case study

  • Success story: The case study emphasizes SUPERDRY’s successful transition to an omnichannel retail strategy, with in-depth insights into their adaptation to online platforms and the integration of technologies like the Fynd app. 
  • Mobile-first and social-first strategies: As mobile internet usage continues to rise, understanding how SUPERDRY leverages videos and social media to engage customers can offer valuable takeaways for optimizing digital strategies.
  • Sustainable fashion focus: Executives looking to appeal to environmentally conscious consumers can gain insights into how SUPERDRY navigated the shift towards sustainable practices and became a leader in eco-friendly fashion. 
  • Data-driven marketing strategies: The case study delves into SUPERDRY’s social media marketing strategies, showcasing how the company uses targeted campaigns, influencers, and seasonal keywords. 
  • Global market understanding: By exploring SUPERDRY’s experience in the Chinese market and its decision to exit when faced with challenges, the case study offers valuable insights into global market dynamics. 

Read the full SUPERDRY case study here .

Retail case study #13: New Look 

new look case study

Industry : Fast-fashion retail

  • Strategic pivots for profitability: A decade of revenue contraction led New Look to adopt transformative measures, from restructuring credits to withdrawing from non-profitable markets.
  • Omnichannel strategy: Marketers and eCommerce professionals can study New Look’s journey, understanding how the integration of physical stores and online platforms enhances customer experience, reduces costs, and improves profitability.
  • Social media mastery: The case study underscores the pivotal role of social media in engaging audiences, showcasing how New Look leverages user-generated content to build brand loyalty and maintain a positive brand perception. 
  • Effective partnerships for growth: New Look strategically partners with major eCommerce platforms like eBay & Next to expand its brand presence, and tap into new audiences and markets.

Read the full New Look case study here .

Retail case study #14: Zara

zara case study

  • Rapid international expansion through innovative strategies: Zara’s unique approach to continuous innovation and quick adaptation to fashion trends fueled its global success. Marketers can learn how to build brand narratives that resonate across diverse markets, and eCommerce professionals can glean strategies for seamless international expansion.
  • Revolutionary eCommerce tactics: The case study provides a deep dive into Zara’s eCommerce strategy, emphasizing the importance of agility and responsiveness. The brand can be a bright example of implementing supply chain strategies for a swift market adapting to rapid fashion cycles. 
  • Visionary leadership: Amancio Ortega’s low-profile persona and visionary leadership style are explored in the case study, aiding retail executives to learn about leadership strategies that prioritize customer-centric business models. 
  • Omnichannel marketing and integrated stock management: Zara’s successful integration of automated marketing and stock management systems is a focal point in the case study. With insights into implementing integrated stock management systems to meet the demands of both online and offline channels, Zara can inspire professionals to improve their operations.
  • Co-creation with the masses: Zara’s innovative use of customer feedback as a driving force for fashion trends is a key takeaway. Marketers can learn about the power of customer co-creation in shaping brand identity, and eCommerce professionals can implement similar models for product launches and updates.

Read the full Zara case study here .

Case Studies for home & furniture eCommerce retailers

Retail case study #15: john lewis.

john lewis case study

Industry : Homeware and clothing retail

  • Omnichannel perspective: The data-driven approach, especially in tracking orders and customer behavior, serves as a blueprint for any retail business aiming to enhance its omnichannel experience.
  • Strategic growth factors: This case study offers concrete data on the strategies that contributed to the company’s sustained success, inspiring similar endeavors. 
  • Innovative customer engagement: John Lewis’s take on customer engagement showcases the brand’s agility and responsiveness to evolving consumer needs, supported by data on the effectiveness of these initiatives.
  • eCommerce best practices and pitfalls: The analysis of John Lewis’s eCommerce website provides a data-backed evaluation of what works and what could be improved. The critique is grounded in data, making it a valuable resource for those looking to optimize their online platforms.

Read the full John Lewis case study here .

Retail case study #16: Argos 

case study retail strategy

Industry : Homeware catalog retail

  • Adaptation to the changing retail landscape: Argos’s journey from a catalog retailer to a retail giant demonstrates its ability to successfully adapt to the evolving retail landscape. 
  • Omnichannel success story: The case study provides a detailed analysis of Argos’s omnichannel strategy, showcasing how the company effectively integrated online and offline channels to achieve a seamless shopping experience across multiple touchpoints.
  • Market share and financial performance: The inclusion of data on Argos’s market share and financial performance offers retail executives concrete metrics to evaluate the success of the marketing strategy. Understanding how Argos maintained a robust market share despite challenges provides actionable insights.
  • Technological advancements: The case study delves into the technologies employed by Argos, such as Adobe Marketing Cloud, New Relic, and ForeSee. 
  • Overcoming obstacles: By examining the challenges faced by Argos, including logistical, technological, financial, and human resources challenges, retail executives can gain a realistic understanding of potential obstacles in implementing omnichannel strategies. 

Read the full Argos case study here .

Retail case study #17: IKEA

ikea case study

Industry : Home & furniture retail

  • Data-driven evolution: This detailed case study offers a data-rich narrative, illuminating the brand’s evolution into a leader in omnichannel retail.
  • Pandemic response: This exploration delves into the integration of eCommerce strategies, online expansions, and the balance between physical and digital customer experiences.
  • Advanced mobile apps and AR integration: A deep dive into IKEA’s innovative applications, notably the AR app “IKEA Place,” showcases how the brand leverages technology for a seamless customer experience.
  • Democratic design approach: The study meticulously breaks down IKEA’s success factors, emphasizing the brand’s holistic approach through the lens of “Democratic Design.” 
  • DIY mentality and demographic targeting: A detailed analysis of how IKEA’s affordability is intertwined with a Do-It-Yourself (DIY) mentality. The case study explores how IKEA strategically tapped into a shift in consumer behavior, particularly among younger demographics, influencing not only purchasing patterns but also reshaping industry norms.

Read the full IKEA case study here .

Retail case study #18: Marks & Spencer

marks & spencer case study

Industry : Clothing and home products retail

  • Valuable lessons in eCommerce: The Marks & Spencer eCommerce case study offers a profound exploration of the brand’s journey from a latecomer to the online scene to a digital-first retailer.
  • Real-world application of effective solutions: By diving into the history of Marks & Spencer, the case study provides tangible examples of how a retail giant faced setbacks and strategically pivoted to revitalize its eCommerce platform. 
  • Data-driven analysis of eCommerce failures: The case study meticulously analyzes the pitfalls Marks & Spencer encountered during its eCommerce journey, offering a data-driven examination of the repercussions of a poorly executed website relaunch. 
  • Multichannel customer experience: Marks & Spencer’s shift towards a multichannel customer experience is dissected in the case study, emphasizing the significance of a seamless user journey for increased customer satisfaction and loyalty.
  • Embracing technology: Exploring Marks & Spencer’s technological innovations, such as the introduction of an intelligent virtual assistant can enhance the customer shopping journey, foster engagement, and contribute to revenue growth.

Read the full Marks & Spencer case study here .

Retail case study #19: Macy’s 

macy's case study

Industry : Clothing and homeware retail

  • Resilience and adaptability: The case study showcases Macy’s ability to navigate and triumph over obstacles, especially evident during the COVID-19 pandemic. Despite hardships, Macy’s not only survived but thrived, achieving $24.4 billion in net sales for 2022.
  • Omnichannel innovation: Macy’s successful transition to omnichannel retailing is a standout feature. The case study delves into Macy’s implementation of a seamless omnichannel strategy, emphasizing the integration of physical and digital retail channels. 
  • Private label strategy: The introduction of new private brands and the emphasis on increasing the contribution of private brands to sales by 2025 provides a strategic lesson. Retailers can learn from Macy’s approach to enhancing control over production and distribution by investing in private brands, ultimately aiming for a more significant share of profits.
  • Groundbreaking retail media strategy: Macy’s innovative approach to retail media and digital marketing is another compelling aspect. For marketers, this presents a case study on how to leverage proprietary shopper data for effective advertising, including entry into connected TV (CTV).
  • Community engagement and social responsibility: The case study explores Macy’s “Mission Every One” initiative, highlighting its commitment to corporate citizenship and societal impact, integrating values into business strategies.

Read the full Macy’s case study here .

Case Studies for health & beauty eCommerce retailers

Retail case study #20: the body shop .

the body shop case study

Industry : Beauty, health, and cosmetics

  • Activism and ethical values: The Body Shop has pioneered promoting eco-friendly, sustainable, and cruelty-free products. The brand’s mission is to empower women and girls worldwide to be their best, natural selves. This strong ethical foundation has been integral to its identity.
  • Recycling, community fair trade, and sustainability: The Body Shop initiated a recycling program early on, which turned into a pioneering strategy. It collaborates with organizations to create sustainable solutions for recycling, such as the Community Trade recycled plastic initiative in partnership with Plastics for Change.
  • Product diversity: The Body Shop’s target demographic primarily focuses on women, but it has expanded some product lines to include men. Its products include skincare, hair and body treatments, makeup, and fragrances for both men and women.
  • Omnichannel strategy, technology, and eCommerce best practices: The Body Shop has embraced an omnichannel approach that incorporates personalization, customer data and analytics, and loyalty programs. The Body Shop utilizes technology, including ContactPigeon, for omnichannel customer engagement, personalization, and data-driven decision-making.

Read the full The Body Shop case study here .

Retail case study #21: Boots

Boots ecommerce case study

Industry : Pharmacy retail

  • Long-term success: Boots’ rich history serves as a testament to the effectiveness of the brand’s strategies over time, offering valuable insights into building a brand that withstands the test of time.
  • Strategic omnichannel approach: The Boots case study provides a deep dive into the marketing strategy that propelled the brand to success, with valuable insights into crafting effective omnichannel growth. 
  • Impactful loyalty program: Marketers can glean insights into designing loyalty programs that resonate with customers, fostering brand allegiance. 
  • Corporate Social Responsibility (CSR) as a pillar: The case study sheds light on how Boots addresses critical issues like youth unemployment and climate change, showcasing how a socially responsible approach can positively impact brand perception.
  • Adaptive strategies during crises: Boots’ proactive role during the COVID-19 pandemic, offering vaccination services and supporting the National Health Service (NHS), demonstrates the brand’s agility during crises. 

Read the full Boots case study here .

Retail case study #22: Sephora

sephora case study

Industry : Cosmetics

  • Authentic customer experience-focused mentality: Backed by an impressive array of data, the case study meticulously outlines how Sephora transforms its in-store spaces into digital playgrounds, leveraging mobile technologies, screens, and augmented reality to enhance the customer shopping experience. 
  • Exceptional omnichannel business plan: The early adoption of an omnichannel strategy has been pivotal to Sephora’s ascendancy. The case study delves into the mobile app’s central role, acting as a comprehensive beauty hub with data-driven insights that drive the success of groundbreaking technologies. 
  • Omnichannel company culture: The case study illuminates this by detailing how this amalgamation allows a holistic view of the customer journey, blurring the lines between online and in-store interactions. This unique approach positions Sephora as a global leader in turning omnichannel thinking into a robust business strategy.
  • Turning data into growth: Sephora’s adept utilization of mobile technologies to harness customer insights is a beacon for retailers in an era where data reigns supreme. The case study dissects how a surge in digital ad-driven sales, showcases the power of data-driven decision-making.

Read the full Sephora case study here .

Case studies for electronics and tools eCommerce retailers

Retail case study #23: screwfix.

screwfix case study

Industry : Tools and hardware retail

  • Innovative omnichannel approach: The case study highlights how the company strategically implemented online ordering with in-store pickup, creating a seamless shopping experience that contributed to a significant sales growth of 27.9% in just one year.
  • Customer-centric strategies: Marketers can gain insights from Screwfix’s emphasis on customer experience. By studying customer feedback and incorporating personalized shopping experiences, Screwfix achieved success in the competitive home improvement sector. 
  • Supply chain management for rapid growth: The company strategically opened distribution centers to keep up with demand, ensuring efficient inventory management for both online and in-store orders.
  • Mobile-first approach for trade professionals: With a customer base primarily consisting of trade professionals, the company’s mobile app allows for easy inventory search, order placement, and quick pickups, catering to the needs of time-sensitive projects.
  • Commitment to employee well-being and community: Retail executives and marketers can draw inspiration from Screwfix’s commitment to building a positive workplace culture.

Read the full Screwfix case study here .

Case Studies for toys and leisure eCommerce retailers

Retail case study #24: lego.

Lego ecommerce case study

Industry : Toys and leisure retail

  • Global reach strategies: LEGO’s case study meticulously outlines LEGO’s focused approach, investing in flagship stores and understanding the local market nuances.
  • Diversification and licensing brilliance: LEGO’s commitment to diversification through licensing and merchandising emerges as a beacon for marketers. The collaboration with well-established brands, the creation of movie franchises, and themed playsets not only elevate brand visibility but also contribute significantly to sales. 
  • Social media takeover: The case study unveils LEGO’s unparalleled success on social media platforms, boasting over 13 million Facebook followers and 10.04 billion views on YouTube. LEGO’s adept utilization of Facebook, Instagram, and YouTube showcases the power of social media in engaging customers. 
  • User-generated content (UGC) as a cornerstone: LEGO’s innovative use of digital platforms to foster a community around user-generated content is a masterclass in customer engagement. This abundance of UGC not only strengthens brand loyalty but also serves as an authentic testament to LEGO’s positive impact on users’ lives.
  • Education as a marketing pillar: LEGO’s unwavering commitment to education, exemplified by its partnerships and $24 million commitment to educational aid, positions the brand as more than just a toy. Aligning brand values with social causes and leveraging educational initiatives, builds trust and credibility.
  • Cutting-edge mobile strategy: Sephora’s foresight into the mobile revolution is dissected in the case study, presenting a playbook for retailers aiming to capitalize on the mobile landscape.

Read the full LEGO case study here .

Tons of eCommerce retail inspiration, in one place

In the realm of business, success stories are not just tales of triumph but blueprints for aspiring executives to carve their paths to growth. The case studies explored here underscore a common theme: a mindset poised for evolution, a commitment to experimentation, and an embrace of emerging trends and technologies are the catalysts for unparalleled growth.

For any executive eager to script their growth story, these narratives serve as beacons illuminating the way forward. The dynamic world of retail beckons those ready to challenge the status quo, adopting the strategies and technologies that promise scalability. The key lies in constant optimization, mirroring the agility demonstrated by industry leaders.

As you embark on your growth journey, consider the invaluable lessons embedded in these success stories. Now is the time to experiment boldly, adopting new trends and technologies that align with your brand’s ethos. If you seek personalized guidance on navigating the intricate landscape of growth, our omnichannel retail experts at ContactPigeon are here to assist. Book a free consultation call to explore how our customer engagement platform can be the linchpin of your growth strategy. Remember, the path to scaling growth begins with a willingness to innovate, and your unwritten success story awaits its chapter of transformation.

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9 Case Studies That Prove Experiential Retail Is The Future

Table of Contents

What is a pop-up shop? Everything you need to know to try short-term retail  > 23 Smart Pop-Up Shop Ideas to Steal From These Successful Brands > 9 Case Studies That Prove Experiential Retail Is The Future

What is experiential retail, and how can experiential retail benefit your business?

Experiential retail is a term used to define a type of retailing that aims to provide customers with a unique and memorable experience. Experiential retail is typically characterized by one or more of the following features: the use of unique and interesting spaces, objects, or experiences; high levels of customer engagement; and the use of technology to enhance customer interactions.

One key aspect of experiential retail is the ability to create an attractive and welcoming environment for staff and customers alike. This can be achieved through a combination of factors, including good design, cleanliness, and lighting . Another important factor is how well the store reflects its brand identity.

Although there are many different types of experiential retail outlets, they all share certain common elements: they are designed to provide a memorable experience for their customers; they are focused on creating an enjoyable atmosphere for staff members as well as the public; they offer an appealing mix of products and services, and they use technology to enhance customer interactions.

Finally, experiential retail is not just about selling products or services. It is also about building strong relationships with customers that go beyond transactions.

Experiential retail is the future. For years we’ve heard about the decline of physical retail and the rise of the internet. However, the desire for retail experiences is on the rise with 52% millennials saying of their spending goes on experience-related purchases. This introduces the concept of ‘retailtainment’.

Enter: retailtainment

Because of this, retailers have evolved their offerings. By focusing on so-called ‘ retailtainment’ and immersive retail experiences, brands are able to provide customers with fun, unique and in-person experiences that elevate shopping to new heights.

With retailtainment, the retail industry is shifting attention from a features-and-benefits approach to a focus on immersive shopping and customer experience . To be successful, retailers must offer consumers a desirable retail experience that in turn drives sales.

What is meant by Retailtainment?

The term “retailtainment” is used to describe the trend of retailers using entertainment to attract customers and encourage them to spend more time – and money – in their stores. This can take the form of in-store events, interactive displays, and even simply providing a comfortable and enjoyable environment for customers to shop in. The goal of retailtainment is to create a unique and memorable shopping experience that will keep customers coming back.

With the rise of online shopping and brick-and-mortar retailers have to work harder than ever to compete. By offering an enjoyable and entertaining shopping experience, retailers can attract customers who are looking for more than just a transaction. Retailtainment can be a powerful tool to build customer loyalty and drive sales.

How does retailtainment fit in today’s retail experiential strategy?

As shoppers’ expectations become more demanding, retailers are turning to retailtainment to create a more engaging and memorable shopping experience. By incorporating elements of entertainment into the retail environment, retailers can create a unique and differentiated customer experience that will help them stand out from the competition.

There are a number of ways that retailtainment can be used to improve the customer experience. For example, retailers can use interactive technology to create an immersive shopping experience that engages shoppers on a personal level. Additionally, retailers can use entertainment to add excitement and energy to their store environment, making it more inviting and enjoyable for shoppers.

Ultimately, retailtainment can play a key role in helping retailers create a customer experience that is unique, differentiated, and memorable.

What is the difference between retailtainment and experiential retail?

Both retailtainment and experiential retail are designed to make the shopping experience more enjoyable and engaging. However, experiential retail goes a step further by creating an emotional connection with customers. This emotional connection can lead to brand loyalty and repeat business.

Thus, while both retailtainment and experiential retail are important trends in the retail industry, experiential retail is more focused on creating a lasting impression and emotional connection with customers.

Here are our 8 favorite examples of Experiential Retail and retailtainment in action:

Experiential retail Marvel's Avengers

Marvel: Avengers S.T.A.T.I.O.N provides fans with interactive brand building experience

The Avengers S.T.A.T.I.O.N. is an immersive exhibit that has toured the world since the first Avengers film. It has appeared in key retail areas such as New York Seoul Paris , Beijing, London and Las Vegas, and always pulls in huge crowds. Based on the global box-office film franchise, Marvel’s The Avengers, the store features real life movie props and interactive displays.

There are Marvel-branded items for sale but the goal of the project is not to shift T-shirts and mugs. It is about delivering an in-person experience to fans and bringing the brand to life.

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The Avengers S.T.A.T.I.O.N. is a great example of retailtainment and experiential retail in action. Visitors are fully immersed in the fictional world they adore, further cementing their affiliation and love for the Marvel brand.

For a brand as strong and iconic as Marvel, it would be easy to sit back and take popularity for granted. However, through the use of retailtainment they are continuing to delight their customers beyond the screen.

Farfetch: Creating a retail experience of the future

Farfetch London Retailtainment

Image via Bloomberg

Farfetch is as an e-commerce portal for luxury boutiques. It’s successfully positioned itself as a technology provider for brands; combining technology and fashion to provide unique in-store experiences.

José Neves, CEO of Farfetch, has spoken about his concern that physical retail is diminishing; it accounts for 93 per cent of sales today, but by 2025 is predicted to account for just 80 per cent.

Enter: Farfetch’s Augmented Retail Solution

Neves’ vision for retailtainment includes advancements in technology to make the consumer experience more human. He produced Farfetch’s Store of the Future, an augmented retail solution that “links the online and offline worlds, using data to enhance the retail experience.” In its retail store in London, Farfetch provided connected clothing racks, touch-screen-enhanced mirrors and sign-in stations that pulled data collected online to use in-store.

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Farfetch provided customers with a sign-in screen to search their purchase history and wish list, which provided valuable customer insight for the sales assistants. There was also a smart mirror to request different sizes, alternative products or pay without leaving the dressing room.

This innovation led them to be labeled as “ The Retailer of the Future ”, allowing customers to enjoy an effortless in-person experience that harmonizes the best parts of boutique shopping with the speed and convenience of online shopping.

Read More: Excess Inventory Post-Holiday? Open a Pop-Up Shop

Huda Beauty: Cosmic experience in Covent Garden

Huda Beauty , one of the world’s fastest-growing beauty brands, ran an immersive retail experience pop-up store right in the centre of Covent Garden, London, to launch a new product range and reach new customers.

Huda used the location ( sourced by Storefront pop up space rental ) to deliver a sci-fi themed experience in support of their new eye-shadow palette Mercury Retrograde.

Huda beauty experiential retail

The entire exterior of the pop-up resembled a multi-faceted, metallic mass of geometrical shapes. This was echoed inside with various ‘galactic’ elements, all manner of mirrored surfaces and shimmering fixtures and elements.

As part of the event, visitors could sit on the throne Huda used in her launch material, all set up to encourage as much social media activity and engagement as possible.

Huda Beauty caught the eye and wowed its visitors. Introducing a whole swathe of new customers to the Huda Beauty brand.

Read More: 4 Beauty Brands Who Successfully Launched A Pop-Up Store

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Vans: A shopping experience to remember

The House of Vans experiential store focuses on retailtainment

Image via Skateparks

The House of Vans in London lives up to the company motto of being “off the wall”. A location where art, music, BMX, street culture and fashion converge, you can find almost everything you can imagine across the 30,000 square feet building. Amongst a cinema, café, live music venue and art gallery, the bottom floor holds the most unique feature of the building: the concrete ramp, mini ramp and street course.

Nothing better epitomizes the Vans brand than a space where young people can not only shop but spontaneously socialize. The House of Vans is the perfect example of how experiential retail can be used to empower a shopping experience.

Read More: How The Music Industry Is Making The Most of Pop-Up Stores

Ikea: Using social media to power a unique retail experience

The IKEA sleepover experiential retail

Ikea brought 100 Facebook competition winners to one of its warehouses and let them stay the night. They were able to select the mattress, sheets and pillows to fully give them a fully tailored experience. A sleep expert was on hand with tips for getting a good night’s rest, including how to find the perfect mattress for any sleeping style.

This was a clever and unique way to obtain visibility and get fans to focus on what Ikea has to offer and try it out for themselves.

This idea came from understanding their consumer insights on social media. Lois Blenkinsop, Ikea’s U.K. PR and internal communications manager, said: “Social media has opened up a unique platform for us to interact directly with our customers. Listening to what they want is what we do best, and the Big Sleepover is just one example of how we’re using such instant and open feedback to better inform our marketing activity.”

From using social media they were able to apply experiential marketing to their retail strategy and provide their customers with a memorable event that brought the brand a ton of visibility and engagement.

Space Ninety 8: showcasing the art of retailtainment

The Space Ninety8 Instagram page showcasing its retailtainment-focused store

Image via @Space90

As a spin-off from Urban Outfitters, Space Ninety 8 is a shared retail space that spans 5 floors, hosting retailers, galleries and even a rooftop restaurant and bar.

Scanning their Instagram, you can see the variety of what Space Ninety 8 offers beyond solely retail. Advertised next to yoga classes is an album signing by Big Boi, alongside pictures of art classes and Lady GaGa merchandise. By reflecting the flexible nature of modern life, the brand created a versatile store that emphasizes experience, perfecting the art of retailtainment.

TOMS: creating an immersive experience through VR

Experiences don’t have to be a permanent feature of a store in order to make an impact on customers. In 2015 TOMS’ placed VR headsets into 100 stores, enabling them to virtually transport players to Peru to see the impact of their One for One giving campaign on local people.

As you walk through the village stores with locals smiling and waving at you, it is impossible not to feel warmed by the friendly atmosphere. Not only did this retail experience improve awareness of their social corporate responsibility and promote their giving campaign, it also gave customers an unforgettable and immersive experience they were unlikely to forget.

[Check out Toms’ continued focus on immersive retail experiences here]

How to Provide Retailtainment that Drives Traffic and Sales

These case studies all stress the importance of providing an in-store experience. By exceeding expectations you drive emotional reactions. There are five consistent elements each use in their stores to ensure a remarkable customer shopping experience:

  • Interactiveness: All of these retailers ensure that the senses are connected – memories of what we feel, hear, see, smell, and touch, may last a lifetime.
  • Originality: These ideas were all authentic and natural, making the customer feel as if they entered a different world.
  • Connectedness: Customers must feel that the experience has been created for them.
  • Unexpectedness: These unique experiences are critical to ensure your brand is remembered.
  • Reliability: The experience is executed through tested methods to achieve consistency and excellence.

The future of experiential retail

As the world of retail continues to evolve, so too must the way brands create memorable experiences for their customers. With the rise of digital and mobile technologies, consumers now have more choices than ever before when it comes to how they shop and what they buy. To stay ahead of the curve, brands must find new and innovative ways to engage with their customers and create unforgettable shopping experiences.

One way to do this is through experiential retail – using physical spaces to create immersive, one-of-a-kind experiences that cannot be replicated online. This could involve anything from in-store events and workshops to augmented reality and virtual reality experiences.

Experiential marketing isn’t about spending millions on fancy gadgets for your retail store. Sure it can help, but it’s mostly about a personalized shopping experience and providing an unparalleled retail experience for your guests and customers. The brands that delight their customers are the brands that drive loyalty and advocacy. Couple this with excellent customer service and you’re on to a winner. These case studies all demonstrate how it is possible to follow similar steps to overcome the challenges eCommerce has brought.

The brands that use their physical stores to focus on the customer experience are the brands that will do the best. The dynamic between physical and online retail has shifted and the impact of the Covid 19 pandemic has only accentuated this.

Planning your own experiential retail project and need some help? Drop us a note and we’ll help you out.

For more on launching temporary retail stores and one-off events, download our Ultimate Pop-Up Guide and make your ideas happen.

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Store of Tomorrow

case study retail strategy

  • Retailers have long known that their future lies in a different kind of retail experience—more digital, integrated, personalized and sustainable.
  • The pandemic brought that future forward—but few retailers were fully prepared for the scale of the digital shift and its impact on the bottom line.
  • Now is the time for retailers to commit to fully integrating online and offline—and resetting the purpose, function and operating model of stores.
  • Welcome to the Store of Tomorrow—a new reality for stores across all sectors that aligns to local customer needs, reduces costs and drives profit.

The future retail experience is here

With store operating models established in a pre-digital age—with stores designed to optimize foot traffic and traditional shopping journeys—few retailers were fully prepared for the recent shift to digital on this scale or at this pace. The additional costs associated with serving online customers are unsustainable without a step change in the business that works for all stakeholders.

The online-merge-offline (OMO) model calls on retailers to be bold in reimagining how they operate across all retail channels. It means developing a diverse store portfolio that is tailored to the needs of local customers, and enabling a reduction in operating costs that allows for more investment in new experiences.

case study retail strategy

Store of Tomorrow—the retail future is here

Read our report to discover a new integrated reality for the near future of retail.

Introducing the Store of Tomorrow

To help accelerate the OMO model, Accenture has developed an innovative new concept for the Store of Tomorrow . It’s applicable to all sectors of retail , from grocery, to beauty, to DIY and beyond.

Designed to be open, flexible, and adaptable in every respect, the concept combines the speed and simplicity of digital shopping with the automated efficiency of modern warehousing—while putting a greater emphasis on the human-centered physical shopping experiences customers still crave.

This flexible, customer-centered experience is at the heart of the Store of Tomorrow concept.

Accenture’s Store of Tomorrow

The Store of Tomorrow reinvents the future of retail through more digital, personalized and innovative customer experiences.

How is it achieved? Each store plan starts with six key ingredients. A retailer then combines these in different ways depending on its retail sector, local market, and customer needs.

case study retail strategy

Integrated customer experience

A rich understanding of local customer needs via data, which informs a fully integrated model that speeds up the deployment of CX across channels.

case study retail strategy

Optimized supply chain operations

A retail supply chain optimized for resilience and responsibility, as well as cost and service, at the local level.  Learn more .

case study retail strategy

Purposeful and skilled workforce

An inclusive culture that includes investment from retailers into retraining and reskilling for a diverse and adaptable workforce.  Learn more .

case study retail strategy

Real-time data on the edge

Distributed edge computing that enables automated decision-making in real time, such as personalized product recommendations as customers shop.  Learn more .

case study retail strategy

Enhanced sustainability and social responsibility

Embedded ESG principles across all functions from sourcing, to store experience and fulfillment, and to drive resource efficiency.  Learn more .

case study retail strategy

Data-driven decision making

Positioning customers at the heart of the business—by using data, AI and machine learning to generate insights and fuel decisions.  Learn more .

case study retail strategy

Retailers, meet me in the metaverse

Offering consumers greater choice and convenience.

What might the Store of Tomorrow look like in practice? Accenture has developed a groundbreaking concept that turns the traditional retail layout on its head, and divides the retail store into three complementary parts: The Aisle, the Dark Store and the Promenade.

The Store of Tomorrow concept promises to radically simplify the omnichannel customer journey, while providing shoppers with greater choice and convenience. At the same time, it offers retailers a vision of a world in which more ecommerce doesn’t have to mean lower profitability. In fact, the model supports both revenue growth and cost optimization.

To find out more, read our full report here .

SEE RETAIL SUPPLY CHAIN

case study retail strategy

MANAGING DIRECTOR – ACCENTURE STRATEGY, RETAIL

Ray works with retailers on digital transformation and innovation of the retail customer experience in stores.

case study retail strategy

Managing Director & Retail Lead, EMEA

Laurent leads Accenture Retail in Europe and Consumer Goods in France & Benelux, and helps clients transform through innovation and technology.

case study retail strategy

SENIOR MANAGING DIRECTOR – GLOBAL LEAD, RETAIL

Jill leads the Accenture global Retail practice and helps retail clients transform into responsible and resilient enterprises.

case study retail strategy

SENIOR MANAGING DIRECTOR – ACCENTURE STRATEGY, RETAIL

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Case Study | Inside Nike’s Radical Direct-to-Consumer Strategy

Inside Nike's Radical Direct-to-Consumer Strategy Case Study

  • Chantal Fernandez

In October 2020, in the middle of a global pandemic that had infected 188 countries, causing record sales damage across the retail sector, Nike’s share price hit an all-time high.

Like other retailers, Nike had been forced to close most of its network of more than 900 stores across the world, as had its key wholesale partners like Nordstrom and Foot Locker.

But the American sportswear giant’s performance during the pandemic, when its online sales spiked, signalled to many that Nike had the competency to prosper long term, in a future that will be increasingly defined by e-commerce and digital brand connections.

It was a validation of a strategy that Nike prioritised three years ago, dubbing it “Consumer Direct Offense,” but the seeds of the approach go back almost a decade.

Above all, Nike is a marketing company. It doesn’t just sell sneakers; it sells the brand aspiration that imbues those sneakers with meaning. But to achieve the reach required to scale its business, Nike’s distribution strategy had long-relied on third-party retailers to sell its products, even if the consumer experience offered by those partners diluted its brand.

But in a future increasingly defined by e-commerce, fast-moving trends and, above all, the rising power of branding to drive consumer preference when competitors are just a click away, Nike realised that in order to thrive, it needed to take control of its distribution to better manage its brand and deepen its connection with consumers.

It was definitely architecting a new retail, and a bold, retail vision for Nike.

Such an evolution is easier said than done, especially for a business as large as Nike in a category as competitive as sportswear. But by radically cutting back on its wholesale distribution and raising the bar for brand experience with the third-party partners that remained; expanding its focus on content, community and customisation to keep customers close; investing in its data analytics and logistics capabilities; and rethinking the role of the store as a brand stage, Nike drove a veritable direct-to-consumer revolution.

When the pandemic hit, these shifts went into overdrive.

“It was definitely architecting a new retail, and a bold, retail vision for Nike,” said Heidi O’Neill, Nike’s president of consumer and marketplace, and one of the most prominent executives leading the brand’s new strategy in recent years. “But it started with our consumer, and we knew that consumers wanted a more direct relationship with us today.”

In this case study, BoF breaks down Nike’s pioneering direct-to consumer strategy and how it has worked to the brand’s advantage, propelling its share price to new heights during the global crisis of 2020.

Click below to read the case study now.

  • Mark Parker
  • John Donahoe
  • direct to consumer
  • athletic apparel

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Can Farfetch Survive Coupang’s Shock Therapy?

Can Farfetch Survive Coupang’s Shock Therapy?

Founder José Neves and eight other c-suite executives are departing the luxury marketplace, which faces an uncertain future under its new owner.

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Strategic Retail Planning Process: The Right Way To Do It

Download our free Retail Strategy Template Download this template

Get ready to chart a new course in the retail industry! The waters are rough, with economic uncertainty, consumer expectations shifting, and game-changing megatrends like e-commerce, sustainability, and digitalization shaking up established business models.

The traditional approach to strategic planning is no longer enough to steer you to success. But don’t get discouraged just yet! 

In this article, we'll explore why the usual approach is falling short and reveal a proven, highly effective 6-step retail strategic planning process. We’ll show you a real-world example of a strategic plan from one of the largest global retailers. 

We'll also arm you with a comprehensive retail strategic plan template to help you create and execute a winning strategy that will gain your organization a competitive advantage and unlock growth potential. 

Here’s what we’re going to cover:

Why the Traditional Approach to Strategic Planning in Retail Falls Short

  • 6 Steps of Highly Effective Strategic Retail Planning  
  • Retail Strategic Plan Example + Template 
  • The Key to Retail Success in 2023: An Execution-Ready Strategic Plan

Free Template Download our free Retail Strategy Template Download this template

Today's retail market demands a different approach to strategic planning, as long-term planning cycles and spreadsheets are no longer effective. This traditional approach is disconnected from day-to-day operations and business leaders focus too much on planning and perfecting their strategies instead of executing them. As a result, their strategies are bound to fail before they even hit the ground.

Here’s why:

  • Dynamic market conditions and global supply chain disruptions: The retail industry is constantly changing, making it hard to stick to a long-term plan.
  • Digitalization and technology disruptions: Digital transformation requires quick action and rapid adaptation across all levels of the organization, but the traditional approach can’t break through organizational siloes and keep up with the pace of change. 
  • Increased consumer expectations: With customers' expectations constantly shifting, relying on the slow and rigid approach to strategic planning can result in a market share loss. 

These factors highlight the need for a more flexible, adaptable approach to the strategic retail planning process and retail operating model. By adopting an execution-first mindset, data-driven, and flexible approach to retail strategy, retailers can accelerate their digital transformation , stay ahead of the competition and deliver profitable growth. 

📚 Recommended read: Strategy study: How Costco's Unique Business Model Resulted In Global Success

6 Steps of Highly Effective Strategic Retail Planning   

In the steps below, you’ll discover how to develop a retail strategy on a corporate level, connect the dots between strategy and day-to-day execution, and integrate fast adaptability into your retail operations. 

Let's unpack how you can get it right:

1. Start with a situational analysis

The first step of effective strategic retail planning is conducting a thorough situational analysis. This strategic analysis involves evaluating both internal and external factors that may impact your retail business.

One useful tool in this process is a SWOT analysis , which evaluates the strengths, weaknesses, opportunities, and threats of your retail business. 

The internal analysis should look closely at your company's strengths and weaknesses, while the external analysis should examine the opportunities and threats in the competitive landscape , economic conditions, industry trends, and broader market forces.

You can also take advantage of other analysis tools for a more in-depth analysis of the external environment, such as PESTLE analysis or Porter’s 5 Forces . 

💡Here's a pro tip: Even if you’re planning at a corporate level, you shouldn’t neglect your key stakeholders in this step. These people will be responsible for bringing your retail business strategy to life, so it's important to get their input. Here are some examples: 

  • Your retail marketing team will tell you more about your competitors, market segmentation, and target market demographics. Plus, they should give you insight into which growth and marketing strategies are best for different target markets. 
  • Your merchandise management team can give you insights into merchandise planning and pricing strategies that work best to maximize turnovers. 

On top of that, when they're a part of the process, they'll feel more invested in making your strategy a success.

📚 Recommended read: How To Effectively Co-create Strategy At Your Organization (Recap of the workshop led by Ilana Rosen, Director of Strategy at Old Navy)

2. Get insights from your consumers

Consumer-centric strategies are one of the key factors in securing a successful retail business. Did you know that companies can reduce operational costs by 10 to 25 percent as a result of improved customer experience and digital transformation? That's why it's important to get insights from your consumers.

Your goal needs to be to have a complete, 360 view of your consumer. You can start by looking at demographics. What’s your target audience? What are their backgrounds, habits, and motivations? What does their typical customer journey look like? 

By informing your retail strategy with consumer insights, you’ll be able to ground your strategy in data and set your business up for success. Let’s look at Nike , for example. They realized that a large portion of their customers were young athletes who wanted more from their gear to enhance their performance. This insight led to the creation of Nike's innovative "Dri-Fit" line, which has become a staple for athletes around the world.

By conducting a comprehensive consumer behavior analysis, you will gain a better understanding of consumer behavior and their needs. With these insights, you can then identify areas for improvement, innovation, and strategic opportunities for growth. 

📚 Recommended read: How Nike Runs The Sportswear Game

3. Develop an overarching retail strategy, set objectives, and build a roadmap

In the second step of effective strategic retail planning, you'll want to outline general business intent, formulate your overarching retail strategy and build a strategic roadmap. This includes defining your strategic priorities and key retail objectives, and determining the measures of success. 

To help you with this process, you may find it helpful to use a strategic plan template, such as this one → Retail Strategy Template by Cascade . 

To create a robust strategy and roadmap, there are several key elements that you should include:

🔎Focus areas: Outline the specific areas of the business that your strategy will focus on. For example, a focus area for a retail business might be boosting digital growth, improving customer experience in-store, expanding into new markets, elevating customer omnichannel experience, or enhancing inventory management. 

📌Key Retail Objectives: Define specific, measurable, time-bound, and achievable objectives for each strategic focus area. For example, increasing customer satisfaction by 10% in the next 12 months, or launching a new e-commerce platform within the next six months.

📈Measures of Success: This defines how the success of your strategies will be evaluated. For example, a KPI (Key Performance Indicator) for a retail business might be customer satisfaction scores, the number of active loyalty customers, market share, or online sales growth. 

📤Action Plan: Break the overall strategic plan down into smaller, short-term, and specific actions or projects you need to take to achieve your long-term objectives and prioritize the most critical initiatives. This might include launching a new mobile app, investing in a new CRM system, hiring additional staff, improving on-shelf availability, or training employees on customer service.

📅Timelines: Establish deadlines for key milestones and deliverables to ensure you stay on track and meet your objectives.

😎Owners: Identify who will be responsible for executing each aspect of the strategy. This could include anyone from your senior management or division managers. 

💰 Budget: Allocate financial resources that will be required to implement strategies and keep track of the budget spent. 

By including these key elements in your retail planning strategy and roadmap, you'll have a clear understanding of where you want to take your business and how you'll get there. The roadmap will serve as a guiding principle as you move forward with the rest of your strategic planning process and strategy execution.  

👉 Here’s how Cascade can help you in this step: 

With Cascade’s strategic planning feature , you'll have a clear, visual representation of your strategic plan and roadmap, making it easy to see how each aspect of your strategy fits together and how you're progressing toward your goals.

timeline feature roadmap plan in cascade

Say goodbye to confusing and complex spreadsheets - with Cascade, you'll have all the information you need in one place. And, the best part? It's not just a pretty picture - Cascade helps you track progress and measure success, ensuring that you're always on the right track to achieving your retail objectives.

4. Align retail operations with the overarching business strategy

Step three is all about getting your people on board! Sharing the company strategy with your teams is crucial. Not only does it give them a clear understanding of what the big picture looks like, but it also helps ensure their daily efforts are connected to corporate goals.

However, one of the key problems in the goal-setting process , especially in larger, complex, and multinational organizations, is that it can become "opaque — with clarity diminishing" as goals are passed down through the hierarchy, according to the report Reimagining Performance Management from AICPA & CIMA and the World Business Council for Sustainable Development.

With Cascade, it's easy to cascade corporate goals and make sure everyone's focused on the right strategic initiatives to keep the business moving forward and delivering on the corporate strategy. 

👉 Here’s how Cascade can help you: 

With Cascade, you can easily link strategic objectives to individual business unit plans or departmental plans, so you and your teams can see the direct connection between their initiatives and their impact on corporate goals.

strategic alignment in cascade

Plus, it makes communication and cross-collaboration between teams a breeze, so everyone is always in sync. Say goodbye to misaligned efforts and hello to a seamless, aligned strategy execution with Cascade.

5. Time to execute your retail strategic plan!

The fifth step is all about putting your plan into action! It's time to stop just talking the talk, and start walking the walk. You've developed a fantastic retail strategy, now it's time to share it with the world (or at least, your organization). Make sure everyone understands your overarching retail business strategy and how it fits into the bigger picture. Here are some tips to help you communicate it effectively:

  • Make it accessible: Don't hide your strategy in a dusty PowerPoint presentation; make sure it's available in one easily accessible place for everyone in the organization. This will help you to keep strategy relevant and alive throughout the execution phase. 
  • Lead by example: As a leader, you should set the tone and lead by example. Encourage everyone to take ownership of the strategy and be proactive in its execution.
  • Use different communication channels: Different people prefer different communication styles, so make sure to use a variety of channels. Ankur Gupta, Principal of the Strategic Planning Office at FedEx, suggests regular town halls and announcements from the senior leadership. Try intranet sites, regular meetings, and daily standups. Or personally visit the company’s retail stores. This will help you to build trust with store managers and frontline workers and get buy-in into what needs to be done to successfully execute your strategy.  

By following these tips, you'll be well on your way to executing your retail strategy and achieving your goals!

Cascade creates a centralized place for your strategy and is easily accessible to everyone who needs to be involved in strategy execution. Plus, you can manage your organization's strategy in a secure hub, allowing only those with permission to access sensitive information.

6. Monitor and adapt as you go

In this final step of the strategic retail planning process, it's crucial to have an effective performance management system in place to monitor progress, analyze performance, and make data-driven decisions. The goal is to make sure the retail business stays on track to achieve its objectives and to make quick adjustments along the way. 

Here’s what you should do in this step to ensure successful strategy execution: 

  • Move beyond manual reporting: Many retailers rely on manual methods of compiling reports, which can be time-consuming and result in missed opportunities. To access sales performance, cost, and profitability information in real-time, it's essential to embrace automation and end-to-end visibility in the strategic retail planning process and its execution.
  • Establish an effective performance management system: Regular quarterly reviews, scheduled progress reports, a rewarding system, and one-on-one syncs with key team leaders can help ensure the retail business stays on track to achieve its objectives. Cascade provides a single source of truth that reveals in real-time if goals have drifted, making it easier to make any necessary adjustments.
  • Connected data sources: Connect multiple disconnected business tools in one place with Cascade’s integrations , reducing context switching and maximizing efficiency.
  • Live dashboards: Get real-time visibility into your business's performance with Cascade's live dashboards . Stay ahead of the game by monitoring critical metrics regularly and making data-driven decisions with ease.

dashboard in cascade

  • Progress reports: Get regular updates on how your retail strategy is performing with Cascade's progress reports. Track progress, identify areas for improvement, and stay on track to achieve your objectives.

Tired of spending hours and hours putting together reports for the management board? Tedious! Let's face it, manual reporting can be a real drag.

But with Cascade, you can focus on what really matters - analyzing business performance and making data-driven decisions. So, you can impress the management board with spot-on, accurate strategy reports that show how their business is doing. 

Retail Strategic Plan Example + Template

Ready to start crafting your own execution-ready plan? To make your strategic planning process easier, we’ve created a real-world inspired strategic plan based on Costco’s, the world’s third-largest retailer, annual report. 

Here’s what Costco’s strategic plan would look like following the strategic planning model we outlined in step 2 above: 

Focus area: Efficiency 

Objective: Reduce our costs without sacrificing quality

Actions: Expanding the in-country sourcing options / Acquire and develop cloud-based software to manage logistics of big and bulky items / Decrease the Cost Of Goods Sold (COGS) by 18%

Measures: Net sales, COGS, delivery time  

Here’s a preview of Costco’s strategic plan template:

costco strategy plan template

When you sign up, you'll get instant access to a template pre-filled with Costco's examples. Now, keep in mind that this template is meant to be an inspiration. We encourage you to customize the template, fill in the elements, and align it with your retail strategy.

👉 Click here to get instant access to the strategic plan template pre-filled with Costco’s examples.

The Key to Retail Success in 2023: An Execution-Ready Strategic Plan 🚀

In the fast-paced retail world, having a solid strategic plan is crucial, but it's just the first step. The real game-changer is executing that plan flawlessly. That's where Cascade comes in to revolutionize the traditional approach to strategic retail management and strategic planning. With Cascade, you can turn your vision into a tangible and actionable plan that's ready to be executed.

So what are you waiting for? Get ready to soar to new heights and connect the dots between planning and execution with Cascade.

Start today with a free forever plan or book a guided 1:1 tour with one of our Cascade in-house strategy execution experts.

Retail Strategic Planning FAQs

What is the retail mix .

The retail mix is a combination of elements that retailers use to create a unique shopping experience and meet the needs of their customers. It includes seven elements, also known as the 7 Ps of retail marketing: product, price, promotion, place, people, process, and physical evidence. By examining each of the 7 Ps and considering how they align with the overarching business strategy, retailers can create a cohesive plan for growth and successful retail positioning.

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  • © 2017

Strategic Retail Management

Text and International Cases

  • Joachim Zentes 0 ,
  • Dirk Morschett 1 ,
  • Hanna Schramm-Klein 2

FB Wirtschaftswissenschaften, Universität des Saarlandes FB Wirtschaftswissenschaften, Saarbrücken, Germany

You can also search for this author in PubMed   Google Scholar

University of Fribourg, Fribourg, Switzerland

University of siegen, siegen, germany.

Retail management in 18 lessons

Each lesson includes key issues and a comprehensive case study

Includes supplementary material: sn.pub/extras

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Table of contents (20 chapters)

Front matter, functions, formats and players in retailing, retail functions.

  • Joachim Zentes, Dirk Morschett, Hanna Schramm-Klein

Store-based Retailing – Food and Near-food

Store-based retailing – general merchandise, online retailing, cross-channel retailing, vertical players – manufacturers and verticals, strategic marketing in retailing, growth strategies, the internationalisation of retailing, retail branding and positioning, corporate social responsibility, marketing mix in retailing, store location – trading area analysis and site selection, merchandise and category management, marketing communication, in-store marketing, customer relationship management.

  • International case studies
  • Multichannel retailing
  • Online retailing
  • Retail formats
  • Retailing Performance measurement
  • Retailing logistics

Joachim Zentes

Dirk Morschett

Hanna Schramm-Klein

Book Title : Strategic Retail Management

Book Subtitle : Text and International Cases

Authors : Joachim Zentes, Dirk Morschett, Hanna Schramm-Klein

DOI : https://doi.org/10.1007/978-3-658-10183-1

Publisher : Springer Gabler Wiesbaden

eBook Packages : Business and Management , Business and Management (R0)

Copyright Information : Springer Fachmedien Wiesbaden GmbH 2017

Softcover ISBN : 978-3-658-10182-4 Published: 18 October 2016

eBook ISBN : 978-3-658-10183-1 Published: 07 October 2016

Edition Number : 3

Number of Pages : XVI, 468

Number of Illustrations : 150 b/w illustrations

Topics : Trade , Sales/Distribution , Marketing

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9 Experiential Retail Trends (and Case Studies)

Kevan Chew

Kevan has an aggressive love of writing, coffee, and bagels. He's a member of the marketing team.

  • Product Innovation

Experiential retail is a series of practices that aim to improve the in-store experience for shoppers. Emerging trends, like the use of immersive realities, and other customer-centric shopping experience strategies can help brands further optimize the purchasing experience for their customers.

Physical retail as we know it is dying. Last year alone, more than 3,800 physical stores across the country closed, including some physical retail spaces from major brands like Macy’s and Best Buy. These traditional brick-and-mortar powerhouses seem to be getting edged out by eCommerce. 

Read: eCommerce & Experience Shopping Trends (Report)

In response, many brands (like Unilever and CoverGirl) have turned to experiential retail strategies to revitalize the customer experience in physical stores. These strategies focus less on sales, and more on creating engaging and unique experiences for the shopper - a key to brand loyalty and customer retention. 

Such initiatives can include:

  • Exclusive in-store services and events
  • Pop-up stores and experiences
  • Showcasing local culture and design

Experiential Retail Examples and Trends

Beyond increasing customer purchases, experiential retail strategies can also bring about other benefits to a company and its brand. And, experiential retail is not exclusive to the luxury retail industry. Check out a few examples of our favorite brand experiences below.

Read: The Best & Worst of Social Corporate Responsibility Campaigns

Creating in-store maps (target).

Fashion and apparel brands usually come to mind when we think about experiential retail. But, even big-box (large chain stores) and grocery stores are investing in ways to enhance the shopper experience. 

Brands with large and complex storefronts are turning to wayfinding technologies like indoor mapping and tracking to make store navigation easier. This technology also creates the option for retailers to offer new products and promotional information directly to shoppers.

An example of this is Target’s in-store beacon systems, which use Bluetooth to help customers find items they want to purchase. Target also uses its app to provide information about in-store inventory levels and any existing store promotions.

Meet Your Customers Face-to-Face (CoverGirl)

Forget flagship stores. Most makeup suppliers have never had a single brick-and-mortar storefront. Instead, this type of consumer packaged goods (CPG) company traditionally relied on department stores to sell products.

Recently, CoverGirl joined the growing number of companies who have optioned a direct-to-consumer strategy. By opening up a single physical store, CoverGirl was able to re-introduce their brand to the public. At the store, customers can use augmented reality stations that create videos and GIFs for social-sharing. Customers can also create personalized makeup bags or lipstick packaging at special booths.

Exclusive Events for Customers (Unilever)

When St. Ives (Unilever’s up-scale lotion and bath product division) wanted to attract more traffic to the physical store, the company decided to put on a concert series called “Mixing Bar.” The series was so successful during its original 2017 launch, that St. Ives has continued to put it on each year.

Unilver gave the first 60 shoppers in line an exclusive meet-and-greet with the featured performer, which added a sense of urgency and exclusivity to the event - and to the consumer decision-making process .

Interactive Entertainment (Kraft)

And sometimes, everyone just wants to have a little fun. 

Interactive in-store activities incentivize customers to spend more time in stores. Through novel applications of technologies like motion tracking and virtual reality, retailers are able to create fun activities for shoppers.

Kraft, for example, created a unique store experience by installing an interactive floor in grocery stores equipped with motion tracking. This allowed customers (and their kids) to kick and jump on floating pieces of macaroni and cheese noodles. 

For Kraft, this meant customers would linger for a longer period of time in the pasta aisle - or even in front of their own product offering on the shelf.

Reinforcing Brand Identity (Vans)

The type of experiences and environment that companies create through their physical stores can help influence how customers perceive that brand. One great example of this is the House of Vans in London. 

Vans converted several underground tunnels in London into 30,000 square feet of skateparks and art galleries. They even included a ramp and street course for customers to use. The store drew a huge amount of publicity. The initiative also helped reinforce Vans as the premium retail store for the skating community.

User-Generated Social Media Presence (L’Occitane)

Experiential retail initiatives can also be an effective way for brands to build their social media presence. Creating experiences that customers feel excited about sharing can help brands quickly accumulate user-generated social content.

L’Occitane is an expert in this strategy. The company provides iconic art installations and Instagrammable photo spots within the store. Then, customers can use the displays to create social media content that trends - all while taking pressure off of the corporate social media team.

Integrating Digital and Physical Experiences (Nike)

Customers often use multiple channels while shopping and have increasingly come to expect seamless omnichannel shopping experiences . These help them easily transition between different brand platforms. 

Within the world of experiential retail, the omnichannel transition occurs when customers use mobile tech to enhance their physical shopping experience - from trying on clothes in the dressing room to scanning the aisles of a physical retail store.

Bullets_Num-Outline-08

Augmented and virtual reality are no longer far-off dreams, or technologies exclusive to the rich and powerful. Now, this technology is used to enhance the every-day consumer retail experience. 

Mixed reality technology enables customers to better visualize products and participate in an immersive shopping experience.

An exciting example of this is in action is Zara’s augmented reality retail app . The app allows shoppers to project their preferred outfits on empty mannequins around the store, or even at home. This helps customers better visualize the products they’re interested in. And, it provides them with a kind of budget-friendly personal shopper. Similarly, augmented reality can also be used in product demos, especially when attending such events in-person is difficult.

Intelligent Personalization

A key component of exceeding customer experience is the ability to deliver a high degree of personalization. Within the world of retail, brands use various sources of shopper data, such as in-store purchasing habits, to build uniquely tailored experiences.

Farfetch takes data-driven shopper personalization to the next level with its Store Of The Future. This experiential retail outlet uses radio-frequency identification-enabled (RFID) clothing racks to understand shopper preferences. Then, it auto-populates a customer’s online wishlist. 

This investment in physical retail contradicted what analysts predicted for the future of retail. Rather than a stark landscape of abandoned malls, Farfetch re-envisioned the fundamental purpose of brick-and-mortar stores. A move that could save other retailers that follow in Farfetch’s path.

The Future of Experiential Retail

As customers continue to engage with eCommerce for speed and convenience, experiential retail will become an essential strategy for brands to create memorable, unique experiences in-stores.

By finding innovative applications of new and emerging technology, retailers can continue to use brick-and-mortar locations. And, continue to see ROI that makes sense. 

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Case Study: Can Retailers Win Back Shoppers Who Browse then Buy Online?

  • Thales S. Teixeira
  • Sunil Gupta

case study retail strategy

A brick-and-mortar retailer searches for a response to “showrooming.”

Bertice Jenson couldn’t believe how shameless they were. Right in front of her in the Benjy’s superstore in Oklahoma City, a young couple pointed a smartphone at a Samsung 50-inch Ultra HD TV and then used an app to find an online price for it. They did the same for a Sony and an LG LED model, as the Munchkins from The Wizard of Oz danced across all three screens.

case study retail strategy

  • TT Thales  S. Teixeira  is the co-founder of Decoupling.co, a digital disruption and transformation consulting firm. He is the author of  Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption  and a panel judge in CNBC’s Disruptor 50 annual startup competition. Previously he was a professor at Harvard Business School for ten years and now teaches at the University of California.
  • SG Sunil Gupta is the Edward W. Carter Professor of Business Administration at Harvard Business School.

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Top Case Studies Showcasing Successful Retail Consultant Strategies

Bob Phibbs

Access My FREE 5-Part Retail Sales Training Email Course!

Here are several business makeover case studies from some of the smallest retailers to some of the largest who've used me as their guide to growing their sales.

While I don't rely on a sales staff or cold-calling to get new business, use these case studies to familiarize yourself with my work.

I help various sizes of businesses, and these case study successes are theirs.

At Eklund’s, a Business Makeover Story of Astonishing Retail Transformation

Billy Eklund

Retail Business Makeover – The Importance Of Owning Your Own Space [Case Study]

framing shop makeover by phibbs

Local Grocer & Nursery Makeover [Case Study]

A reinvention of a family business was completed in the first quarter of 2013. Discover this 3-part blog featuring Black Horse Farms, which includes great lessons on attracting customers to your store and getting them to return.

Creating Buzz For Your Small Business [Case Study]

The way you get buzz in your business that is sustainable and leads to higher profits is to be a business worthy of buzz. That means you have to earn your customers' trust. This is the transformation story of one of my first clients, Polly’s Gourmet Coffee, with lessons on how to grow your retail business.

How to Attract Customers to Your Retail Store

Is location a problem? This case study spotlights the results of creatively leveraging your retail location. So many times, the thing that can most attract a customer - or make them drive right on by - is the exterior of your store.

Retail Consultant Sales Training Results In Double-Digit Increase

This case study featured a custom program developed to incorporate a new store design with custom phone scripts, sales training, personal coaching, and role-playing for owners and their salespeople.

Retail Consultant Success Changing A Regional Chain's Culture

This case study spotlights changing a company's entire culture from nurturing to nurturing and selling . From the CEO, "We had become bogged down in survival. And it wasn’t a healthy place to be… Not for me as the leader or my team. I needed someone to help me work on a new direction for my business and help me hear and observe what was going on. I was looking for a shift change in who we were."  

What Retailers Can Learn From A Hotel Makeover [Case Study]

This 3-part study of a culture change shows how the client focused on a remarkable experience for their customers. And the revenues followed.

How Brand Identity Makes Your Marketing Easier [Case Study]

Knowing your brand identity - what it is based on and who it is targeting makes your marketing job much easier.

Book A Call With Bob

Best Retail Consultant Success: Changing A Toy Store Retail Sales Culture [Case Study]

The Surprising Conclusion To A Small Business Makeover [Case Study]

The Surprising Conclusion To A Small Business Makeover [Case Study]

5 Signs Your Retail Store Needs A Makeover

5 Signs Your Retail Store Needs A Makeover

August 27, 2021

Customer segmentation in retail: 6 powerful client case studies, are you still talking to all of your customers the same way in today’s hyper-competitive retail environment, that just won’t cut it. you need to use customer segmentation to send each customer unique communications and offers. here are 6 case studies demonstrating the value of customer segmentation..

case study retail strategy

Customer insights and segmentation can help you unlock a new competitive advantage, identify opportunities to grow customer lifetime value, and optimize campaign performance.

By employing data-driven customer segmentation, you can improve your performance across every sales channel and customer touchpoint. Customer data platforms (CDPs) like Lexer can help you manage your data effectively, create valuable customer segments, and automatically update audiences across other retail systems.

In fact, Lexer is the CDP of choice for leading brands like Quiksilver, Igloo, Nine West, Rip Curl, Supergoop!, and more. Here are 6 case studies from brands and retailers who have used Lexer's customer segmentation tools to implement data-driven retail strategies and drive results.

Customer segmentation case studies for acquisition

Black diamond.

An excellent customer segmentation example as it pertains to customer acquisition in the retail space is the case of Black Diamond. The business aimed at growing its direct-to-consumer business to improve personalization, acquisition, and retention. This is with a backdrop of a healthy wholesale business and a small DTC team without a dedicated IT team that could provide actionable customer insight.

Black Diamond enlisted the help of the Lexer team to overcome these challenges. The team was in charge of providing customer data and gathering insights into their behaviors. The insights helped the brand develop an agile strategy for customer acquisition and retention campaigns across all its channels.

Using the Lexer CDP, Black Diamond was able to cut their cost-per-acquisition (CPA) in half and double their return on ad spend (ROAS) . Additionally, there was a 1,101% increase in the revenue per email when targeting lapsed customers. All of this was achieved using a 5-phased process which included collecting and analyzing historical data, targeted lead generation, and using Lexer's high-value lookalike audiences to improve customer acquisition.

Brand Collective

With the advent of Covid-19, Brand Collective was looking for a way to drive online sales as the performance of their traditional brick-and-mortar stores had significantly been affected. The brand wanted data on their customer base as they looked for new ways to engage these new customers who were increasingly digital-first shoppers.

Using the Lexer CDP, Brand Collective was able to gain holistic customer data in real-time. The easy-to-use Lexer platform built targeted segments across all marketing channels, including their email, mobile, and search. These yielded an action plan that helped the brand take on new opportunities and avoid the risks of the ever-evolving marketplace.

The Lexer team enabled Brand Collective to customize their digital campaigns and messages sent to their segmented audiences. This drove a 220% increase in return-on-ad-spend, a 2x increase in new customer acquisition, and a 5x increase in revenue from paid channels.

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Customer segmentation case studies for lifetime value growth.

The global surfing brand Rip Curl needed intelligent segmentation to help them identify high-level customers. Additionally, the team wanted to see an increase in impact while still minimizing its digital marketing campaign budget.

The brand decided on Lexer’s CDP to help it gain insights, perform advanced segmentation, and target customers. Additionally, Lexer helped them orchestrate omnichannel campaigns.

By working with the Lexer team, Rip Curl achieved an in-depth understanding of its customer, which would give the brand the insights it needed for high-value customer acquisition. Additionally, due to the advanced audience segmentation and automation, the business could now benefit from customer lifetime value growth.

Specific results included the achievement of 93% more revenue per segmented campaign in August and 15x higher income than the benchmark for Lexer segments.

PAS Group wanted to significantly reduce ad wastage, re-engage lapsed customers, and create unique customer experiences . Additionally, the group wanted its brands to stand out and grow revenue within the highly competitive fashion and apparel industry. All of these would be made possible by linking all customer data to help with data-centric decision-making.

Using Lexer's CDP, the brand was able to segment its customer audiences and deliver targeted campaigns to recent and lapsed customers on paid social and email. This resulted in a 4x return on their advertisement spending and an 18x overall return on investment. These were achieved through the unification of all online and offline purchase data with loyalty and engagement data, all of which provided a holistic view of PAS Group customer data.

Customer segmentation case studies for retention

Wondercide wanted to rely on the traditional direct mail in conjunction with digital campaigns to help with re-engaging high-value customers. By measuring key customer retention metrics and understanding the factors driving retention in their business, they were able to improve retention rates significantly.

Using the Lexer CDP, Wondercide sent out personalized direct mail postcards that drove an ROI of 600%. The direct mail reengagement campaign targeted lapsed and opted-out customers whose last order was within the previous year. It also targeted inactive customers who hadn’t interacted with the business within two years and lapsed customers whose previous orders had been more than two years past. As a result, the business experienced a 310% ROI for the opted-out segment, 203% ROI for the inactive segment, and 155% for the lapsed segment.

Mountain Khakis

In a bid to increase its holiday seasons sales, Mountain Khakis used the real-time insights provided by Lexer's CDP to activate segmented campaigns. Specifically, the brand was able to retarget its female gift-buyers with a "treat yourself” campaign that saw a 7.1x increase in sales 2-3 weeks post the campaign.

Additionally, the campaign resulted in a 5x return on ad spend from female customers. This translated to a 49% boost in sales just in time for Christmas and a 47% boost in total customers.

Effective customer segmentation begins with mastering your data

As a business, you need to lean on customer intelligence to orchestrate specific high-value customer segmentation.

Lexer’s customer data and experience platform provides you with customer insights tools , data enrichment tools , segmentation tools, and predictive analytics tools that helps your business identify and target the right audience. As the only CDP built for retail with native tools to support every customer touchpoint, we are well equipped to help you drive incremental sales from improved customer engagement.

Book a demo today to see how Lexer's powerful segmentation and personalization tools can help you drive incremental sales growth.

Speak with our retail experts.

case study retail strategy

Retail Management Case Study: Top 3 Case Studies

case study retail strategy

Here is a compilation of top three case studies on retail management.

1. Case Study on Tiffany & Co:

“Tiffany’s global retail operations once again demonstrated the ability to generate strong operating earnings growth despite weakness in certain individual country markets. Our continued expansion throughout Asia and Europe should contribute to increasingly consistent and resilient long-term earnings growth,” says Michael J. Kowalski, the chairman.

Tiffany & Co. is a holding company that operates through its subsidiary companies (“company”). The company’s principal subsidiary, Tiffany and Company, is a jeweler and specialty retailer, whose merchandise offerings include an extensive selection of jewelry, as well as timepieces, sterling silverware, china, crystal, stationery, fragrances and accessories. Through Tiffany and Company and other subsidiaries, the company is engaged in product design, manufacturing and retailing activities.

Tiffany was founded on September 18, 1837 when Charles Lewis Tiffany opened a stationery and fancy goods emporium at 259 Broadway in New York City. Every article was marketed with a non-negotiable selling price, a revolutionary policy that made headlines.

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The first day’s store sales were total five dollars in downtown Manhattan. Soon after the company was founded a distinctive shade of blue was chosen to symbolize the company’s renowned reputation for quality and craftsmanship.

Tiffany as a Brand:

The company adopted the color for it’s for use of boxes, catalogues, shopping bags, brochures, as well as advertising and for other promotional materials. Over time, this lustrous color became an identify mark for Tiffany & Co., universally recognizable as the Tiffany blue. Tiffany blue boxes and shopping bags evoke images of elegance and exclusivity, as well as lush bounty. The Tiffany blue box was later to become an American icon of style and sophistication.

Distribution of Tiffany & Co:

The company’s channels of distribution are through: U.S. retail (50% of fiscal 2006 sales) consists of retail sales transacted in Tiffany & Co. stores in the United States and sales of Tiffany & Co. products through business to business direct selling operations in the United States; International Retail (38% of fiscal 2006 sales) consists of sales in Tiffany & Co. stores and department store boutiques outside the United States and, to a lesser extent, business- to-business, internet and wholesale sales of Tiffany & Co. products outside the United States.

Direct marketing (seven per cent of fiscal 2006 sales) consists of Internet and catalog sales of Tiffany & Co. products in the United States; and others (five per cent of fiscal 2006 sales) consists of worldwide sales of businesses operated under trademarks or trade names other than Tiffany & Co. (i.e., Little Switzerland and Iridesse). Others also include wholesale sales of diamonds obtained through bulk purchases that are subsequently deemed not suitable for Tiffany’s needs.

Growth Strategies Adopted by Tiffany & Co:

The company’s key growth strategies are to selectively expand its channels of distribution in important markets around the world without compromising the long-term value of the Tiffany & Co. trademark; to increase sales in existing stores by developing new products; to increase its control over product supply and achieve improved profit margins through direct diamond sourcing and internal jewelry manufacturing; to enhance customer awareness through marketing and public relation programs; and to provide customer service that ensures a superior shopping experience.

The company’s shares are traded on The New York Stock Exchange with the symbol TIF. Headquartered at 727 Fifth Avenue in New York, Tiffany has more than 8,000 employees around the world.

Smaller Format:

Tiffany & Co. announced plans to open a smaller-format store in Glendale, California, in mid-October 2008. The approximately 2,600 sq. ft. store was to be located in The Americana at Brand, a new 900,000 sq. ft. retail and residential environment developed by Caruso Affiliated.

Covering 15.5 acres that’s beautifully landscaped with fountains, plazas and walkways, the expansive property is designed as an ultimate lifestyle and leisure destination, with shops and boutiques, casual cafes, fine dining, and luxury residences.

The store’s clean, ultra-modern environment invites relaxed browsing and interaction with contemporary Tiffany & Co. collections, ranging from diamond jewelry in platinum and gold to an array of sterling silver jewelry.

“We are pleased to be the first retail environment in the world to unveil this new concept shop by Tiffany & Co.” stated Rick J. Caruso, CEO of Caruso Affiliated. “Rich in history and true luxury, Tiffany & Co. is simply the finest purveyor of diamonds, jewelry and gift items.”

Tiffany & Co. (NYSE: TIF) reported results for the three months (“second quarter”) and six months (“first half”) that ended on July 31, 2008. Strong net sales growth in Asia- Pacific and Europe led to an 11% increase in worldwide net sales in the second quarter.

Combined with a higher operating margin, this resulted in a 21% increase in net earnings from continuing operations and a 31% increase in earnings per diluted share in the quarter. These results enabled the company to slightly increase its earnings expectation for the full year.

Net sales in the second quarter increased 11% to $732.4 million. On a constant-exchange-rate basis which excludes the effect of translating foreign-currency-denominated sales into U.S. dollars (see attached “Non-GAAP Measures” schedule), worldwide net sales rose to seven per cent and comparable store sales declined one per cent. In the first half, net sales rose 11% to $1.40 billion. On a constant exchange-rate basis, sales increased seven per cent and comparable store sales rose one per cent.

Promotion Strategies Used by Tiffany & Co:

The world has been infatuated with the Tiffany style since the early twentieth century. From Hollywood premieres to Centre Court at Wimbledon, celebrities choose Tiffany for its urban sophistication and glamor. Design that is innovative, unique and stunningly beautiful is, by definition, irresistible.

For this very reason, Tiffany’s timeless jewelry pieces are seen prominently on the world’s most beautiful people. Movie stars, fashion models and women of achievement embrace Tiffany’s spectacular beauty and superlative craftsmanship.

Tiffany plans to enter into Indian market because of the ideal growth prospects. The Indian jewelry sector, one of strongest retail segments of India, has an estimated total domestic market size of Rs. 52,000 crore. The organized jewelry retail sector accounts for just about three per cent of the total market size at Rs. 1,450 crore.

While the overall jewelry retail sector has grown by 9.2% in 2006 over the Rs. 47,600 crore market in 2005, the organized segment has shown a nearly 32% growth in 2006 over the Rs. 1,100 crore organized market in 2005. The share of organized jewelry retail has grown from two per cent in 2004 to nearly three per cent over the two-year period. The Indian jewelry sector’s current global standing is estimated at over US $90 billion.

According to industry sources, in India 65% of the jewelry is bought during weddings, with gifting contributing around 26%. Global players will look to establishing a foothold in this market in view of the sheer size of the domestic market and because India’s expertise in the trade is well recognized across the globe.

Competitors of Tiffany & Co:

An analysis of some of the major organized jewelry retailers indicates that in terms of increase in retail outlets there was equal growth (39%) in 2005 and 2006 whereas the growth in retail space was more in 2005 than in 2006.

1. Tanishq:

Tanishq, from the Tata Group, was started in 1995 and is one of the most diversified business conglomerates. Ten years ago it challenged the established family jeweler and introduced new rules in the precious jewelry segment.

Tanishq marked the beginning of jewelry chains in the country, as against the single store norm of the category traditionally. It has witnessed steady growth over the last two years. From a retail presence in 55 cities with 69 stores across 1,01,290 sq.ft. of retail space in 2004-05, it currently has 92 stores across the cities.

2. D’Damas:

In 2003, the Gitanjali Group and Damas LLC Dubai — the largest jewelry retail chain in the Middle East came together to form D’damas — a contemporary collection of gold and diamond jewelry. D’Damas’ gold jewelry is endorsed by the World Gold Council (WGC) and its diamond brands by DTC. Some of the most successful brands of the group are Gili, D’damas, Giantti and Sangini diamond Jewelry.

It owns 20 standalone stores across 15 cities in India. A part of the Rosy-blue Group, it has metamorphosed into a brilliant entity. Today, the group has cast its glow over 14 countries across the globe and is among the largest sight holders and India’s largest diamond and platinum retailer.

4. Intergold:

Intergold, another rentuse from the Rosyblue Group, was started in 1996, and works in close association with DTC (De Beers), World Gold Council and Platinum Guild International. It the one of the largest diamond jewelry retail chain in India with over 20 stores across India.

Carbon has two exclusive stores, one each in Bangalore and Delhi. Since its launch in 1998, it is also present in 58 shop-in-shop formats. By 2007 end, Carbon planned to have 20 stores across India.

2. Case Study on Hindustan Oil XtraPower Fleet Card Program:

Introduction to Hindustan Oil XtraPower Fleet Card Program:

About 50% of high speed diesel sales of the transport sector are through highways. This was a thought which brought about the concept of gaining loyalty from this segment of customers capable of giving huge purchases from Indian Oil Corporation Limited (IOCL).

The introduction of fleet cards and network loyalty programs was meant to be an extension of the pre-existing customer loyalty program. Even here B.P.C.L. was the pioneer, launching SmartFleet in February 2001, followed by IOCL’s Power-Plus in January 2002. These programs gave fleet owners the option of giving drivers pre-loaded cards which allowed better MIS, transaction tracking and points earning.

With the launch of a co-branded card with MyShoppe, a network loyalty program with a number of retail chain affiliates by IOCL, network loyalty came into the picture. The IOCL XtraPower Fleet Card was launched in March 2004 and at present accounts for 10% of the company’s diesel sales, 13% of the sales on the highways and 22% of the fleet market share.

XtraPower Fleet card program is the largest fleet card program in India with around 12.25 lakh cards issued till March 07. It has a total of 3.2 lakh customers under its umbrella. Regular users are less than a lakh. The average customer usage is less than two per cent. A large amount of resources have been deployed for this program since it is one of the biggest revenue generators for India’s highest ranked fortune 500 company.

No other oil company offers such a vast network as Indian Oil. This makes the Indian Oil Program a clear winner amongst fleet card program in the country bringing it a revenue of more than 25 crores a day.

Rewards Obtained by Hindustan Oil XtraPower Fleet Card Program:

On every purchase of fuel/lubes through Xtrapower fleet card (except for cards with interest free credit limit facility), the owner earns Xtra points. With the points accumulated by a card, the member can redeem a choice of reward items from the Xtrapower rewards catalogue including fuel/lubes. For every Rs.100 one earns five Xtra points which gives 40 paise as a reward value. It means for every purchase of Rs.10, 000 the member earns Rs.400.

Inspite of all these benefits the program leaves much to be desired. In the entire program only 21.5 % cards are active out of the total of 12.25 lakh cards issued till March 07. Lack of knowledge to the customer about the program benefits is a constraint which has to be overcome.

Also the fact that in terms of benefits there is not much to choose between the fleet card programs of various oil companies in India, this would require a major customer communication program.

Indian Oil Xtrarewards is India’s first on-line rewards program that seeks to inculcate the habit of redeeming points. The loyalty program rewards customers who pay by cash, credit and debit cards. Each transaction is confirmed on-line through a charge slip and customers can earn points on fuel/lube purchases by participating at Indian Oil retail outlets.

Additional points can also be earned outside the Indian Oil network, covering prominent FMCG, food, automobile, travel, entertainment, apparel and hospitality sectors. Xtrarewards is currently active in Mumbai, Ahmedabad, Bangalore, Mysore, Coimbatore and Chennai. It will be shortly available in other markets like Delhi.

Apart from redeeming the accumulated points instantly on fuel/SERVO lubes at participating retail outlets, the card holder can also redeem the points to get some exciting gift items from a catalogue.

The redemption on gifts can be registered either from the participating retail outlets or from the comfortable confines of one’s home through the 24 x 7IVRS Help Line number. The program continuously provides the cardholder with privileges, benefits and offers from alliance partners like Domino’s Pizza, Subhiksha, Rediff Shopping, Kumaran Silks, Dhabba Express, Chennai Corporate Club and Archana Sweets.

As loyalty programs become ubiquitous, some interesting dynamics will evolve in the loyalty marketplace. Companies will continue to look for ways to differentiate their loyalty programs, while balancing program revenue and costs to achieve favorable economics. How will the loyalty program evolve? It has been slow but future economic, demographic and legal landscapes could accelerate company attention to customer retention.

3. Case Study on Vimal :

Vimal suiting is one of the brand which comes under Reliance. Vimal suiting, one of the oldest and most respected iconic textile brand of India is languishing some-where in the attic of the mega corporation Reliance. The brand which started off as a saree brand developed itself into a mega textile brand for women, men and even for furniture (Vimal harmony is one of the largest furnishing brands).

Vimal suiting was launched in 1980 after the successful Vimal range of sarees. At that point of time, Reliance was predominantly a textile company. This brand was carefully positioned as a premium men’s suiting brand. The brand which was handled by Mudra was promoted heavily by Reliance. At that time the major competitors being Bombay Dyeing and Raymond.

The Vimal Suiting Brand was Developed in Six Stages:

1980 saw the making of Vimal’s suitings brand. It was a challenge for the agency since the consumer was already exposed to quite a few venerable and longstanding brands. Loyalties ran high with little or no tolerance for newcomers. It was against this backdrop that Vimal launched their suitings brand. They had one major advantage over the existing players—product superiority.

And this is exactly what the advertising cashed in on for their launch. It was unusual for a textile brand to be sold as a consumer durable. In fact the first campaigns of Vimal actually carried insets of the machinery! And quite naturally it drew considerable criticism from the advertising pundits of the time. But the brand’s courage of conviction eventually won the day. Slowly and surely the brand moved forward and upward in a series of well-orchestrated moves.

Established the superiority of Vimal suitings backed by, technology endorsements.

Achievers endorsed the caliber of the brand.

And yes, it was a most unusual take on the conventional celebrity endorsement route.

The brand achieved enough momentum to dictate fashion, and to be taken seriously.

Saw Vimal firmly established as ‘The Style Guru’.

Yet another first for textile advertising- Cricketers as celebrities.

The brand continues with its passion for fashion.

The brand was targeted at the young ambitious people who are challengers to the CEOs. The brand personality was stylish, and inspirational. Vimal was promoted using the famous tagline “Only Vimal” created by Frank Simoes. The tagline is said to be personally approved by Dhirubai Ambani himself. It was a premium brand and the ads were catchy. Reliance also opened exclusive Vimal showrooms as part of brand promotion.

Later in the 1990’s, the Reliance business model changed. The company changed from textiles to petrochemicals and Vimal was not fitting into the reliance business plans. It was the only retail brand of Reliance (now we have RIM) and the company never focused on Vimal.

As far as a marketer is concerned, Vimal was a great brand with huge potential. Late 90’s also saw the shift in the consumer’s preference towards ready-mades. Although Reliance had a readymade brand “Reance” it was a half-hearted move which resulted in a flop.

Vimal was known for its quality and style and people still people remember its simple baseline “Only Vimal”. Lack of marketing support had virtually killed the brand. Vimal is now owned by Raymond’s and Reid & Taylor.

Rebirth of Vimal:

After a decade long sleep, Vimal is making a comeback in a new avatar with a:

1. New Logo :

clip_image004_thumb2

2. New Designing :

The Company hired a famous Italian designer Maurizio Bonas to train the Indian tailors on the latest in global styles and to launch a special range of premium apparel called Vimal Black.

3. New Product Offerings Along with different Pricing Strategy :

Created three sub-brands that straddle all price points:

1. Vimal Red offers basic formal wear for the popular segment (formal shirts for Rs. 699-899).

2. Vimal White, which is trendier apparel, is the mid-price range (Rs. 799-1,099).

3. Vimal Black is the company’s premium offering (Rs. 999-1,800).

Thus, targeting new and various segments of customers with different brands, the new look Vimal is planning to roll out 16 stores in the next financial year. However, it will take more than a suit maker for that reason, even an Italian suit maker, to help Vimal regain its once iconic “Only Vimal” status.

New Distribution Channel :

Ready to wear range will be sold in the company’s exclusive stores and the franchisees. It is also counting on Reliance Retail’s own stores to help promote the men’s wear brand, especially Vimal Red.

Already, fabric sales have been initiated at Reliance Trendz and Reliance Mart stores. Reliance’s Vimal did its homework very well in every aspect i.e. advertising, promotion and distribution channel but don’t you think it will be very difficult for Vimal to establish its brand as it was in the late 80s and early 90s?

New Advertising Campaign :

A 60-second commercial by Grey Worldwide shows the root values of company. The ad shows a father readying his son to take over his business empire. He picks his own brand Vimal, of course, and it ends with the original theme tune and tagline.

It was first time at any textile company showed its machinery etc. in ads to boast that Vimal fabrics were made in the most modern plant in India. The company spent Rs. 40 crore on promotion through television, radio spots and print ads, apart from extensive point-of-sale promotions for high visibility.

Major Competitors of Vimal:

Vimal is facing good competition from established players like Park Avenue from Raymond, Madura Garments (Louis Phillipe, Allen Solly, and Van Heusen), Arvind Brands (Arrow), Zodiac and Reid & Taylor and premium international brands like Brioni, Alfred Dunhill and Ermenegildo Zegna have also entered the Indian market.

Madura Garments :

Madura Garments, a division of Aditya Birla Nuvo, is India’s leading apparel and retail company. It enjoys market leadership in the branded garments business through its power and popular lifestyle brands — Louis Philippe, Van Heusen, Allen Solly and Peter England.

Recently, the company has entered into a distribution agreement with the international brands like Esprit, Marks & Spencer’s Tommy Hilfiger, Polo and several other discerning international buyers. Madura Garments products are sold through a network of more than 130 exclusive franchisees and over 2,000 premier multi-brand outlets as well as leading departmental stores within India and overseas.

It has exclusive showroom space, which includes several large format brand outlets of world-class standard, providing top quality retail experience to the consumers. It also has a highly visible presence in large department and multi-brand stores. The thrust is on brand building through development of innovative new merchandise, exciting communication campaigns and enhancing the product portfolio.

The overall marketing strategy has been to move from a ‘Wardrobe’ brand to a ‘Lifestyle’ brand. Fashion brands have 95 showrooms which exclusively sell Louis Phillippe/Van Heusen/Allen Solly and SF jeans. Popular brands have 160 showrooms and 600 shops-in- shops and 800 multi-brand outlets spread across 250 towns in India.

Planet Fashion:

Madura Garments has successfully launched Planet Fashion showrooms in India and SAARC and Middle East countries with further expansion plans. With over 3,000 square feet of space, the planet fashion showrooms promise an ambience of sheer luxury. Today 45 Planet Fashion Showrooms have been opened up in 20 cities nationwide.

This format was designed by renowned French architect Jan Claude Pannighetti. Plant Fashion hosts some of the best know menswear brands like Louis Philippe, Van Heusen, Allen Solly, Peter England & SF Jeans and also provides a wide range of fashion accessories to complete a man’s wardrobe.

Each store stocks about 6,000 garments with the store theme of world class shopping experience delivered through 500 square feet of shopping area in each store where individual brands are merchandised.

Trouser Town:

It is a whole new concept in retailing as it is the only store in India dedicated solely to readymade trousers. Presently TT has nine showrooms across seven cities nationwide.

1. Louis Philippe:

Louis Philippe’s range of superbly crafted garments make an exclusive fashion statement that is accepted as a status symbol, recognized by its distinctive icon — The Upper Crest.

2. Van Heusen:

Van Heusen has redefined corporate attire through continuous product innovation and exclusive collections.

3. Allen Solly:

Allen Solly popularized the Friday dressing concept in India. It has won the IFA Images 2001 Best Brand Award in the readymade menswear apparel category. With the launch of its women’s wear in December 2001, Allen Solly has made a successful foray into the growing women’s work and casual wear market.

4. Peter England:

This mid-segment shirt brand has effectively penetrated the mini metros. It has won several awards, including Shirt of the Year 2000 and India’s Most Admired Menswear Brands in 2001.

With a turnover of Rs. 395 crore, Madura Garments is one of the leading and fastest growing branded apparel companies in the country. The company enjoys a 30% market share in the premium segment for all brands. The company is a preferred global supplier for international brands such as Marks & Spencer’s, Tommy Hilfiger, Polo Ralph Lauren and several other international buyers.

Madura Garments was expected to report revenue of a round Rs. 600-650 crore in FY’07, and is currently a clear leader in the domestic apparel space with annualized growth of 20% in recent years. Its total turnover is projected to touch Rs. 650 crore, in line with a planned 20% growth for itself while the market grows at 15%.

5. Raymond’s:

The Raymond Group was incorporated in 1925 and within a span of a few years transformed from being an Indian textile major to being a global conglomerate. Today, the Raymond group is vertically and horizontally integrated to provide the customers total textile solutions. Few companies across the globe have such a diverse product range of nearly 12,000 varieties of worsted suiting to cater to customers across age groups, occasions and styles.

Raymond’s turnover is US$ 500 million and the group is today one of the largest players in fabrics, designer wear, denim, cosmetics & toiletries, engineering files & tools, prophylactics and air charter services in national and international markets.

For over 80 years, Raymond has been one of the world’s premier manufacturers of worsted suiting fabric in fine grade wool, in the same league as the finest in Europe has to offer. Today, the Raymond product range includes pure wools, blended wool with exotic fibres like camel hair, cashmere and angora and innovative blends of wool with polyester, linen and silk offering suiting and trouser fabric for all occasions and needs.

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28 Case Study Examples Every Marketer Should See

Caroline Forsey

Published: March 08, 2023

Putting together a compelling case study is one of the most powerful strategies for showcasing your product and attracting future customers. But it's not easy to create case studies that your audience can’t wait to read.

marketer reviewing case study examples

In this post, we’ll go over the definition of a case study and the best examples to inspire you.

Download Now: 3 Free Case Study Templates

What is a case study?

A case study is a detailed story of something your company did. It includes a beginning — often discussing a conflict, an explanation of what happened next, and a resolution that explains how the company solved or improved on something.

A case study proves how your product has helped other companies by demonstrating real-life results. Not only that, but marketing case studies with solutions typically contain quotes from the customer. This means that they’re not just ads where you praise your own product. Rather, other companies are praising your company — and there’s no stronger marketing material than a verbal recommendation or testimonial. A great case study is also filled with research and stats to back up points made about a project's results.

There are myriad ways to use case studies in your marketing strategy . From featuring them on your website to including them in a sales presentation, a case study is a strong, persuasive tool that shows customers why they should work with you — straight from another customer. Writing one from scratch is hard, though, which is why we’ve created a collection of case study templates for you to get started.

Fill out the form below to access the free case study templates.

case study retail strategy

Free Case Study Templates

Showcase your company's success using these three free case study templates.

  • Data-Driven Case Study Template
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You're all set!

Click this link to access this resource at any time.

There’s no better way to generate more leads than by writing case studies . But without case study examples to draw inspiration from, it can be difficult to write impactful studies that convince visitors to submit a form.

Marketing Case Study Examples

To help you create an attractive and high-converting case study, we've put together a list of some of our favorites. This list includes famous case studies in marketing, technology, and business.

These studies can show you how to frame your company offers in a way that is both meaningful and useful to your audience. So, take a look, and let these examples inspire your next brilliant case study design.

These marketing case studies with solutions show the value proposition of each product. They also show how each company benefited in both the short and long term using quantitative data. In other words, you don’t get just nice statements, like "This company helped us a lot." You see actual change within the firm through numbers and figures.

You can put your learnings into action with HubSpot's Free Case Study Templates . Available as custom designs and text-based documents, you can upload these templates to your CMS or send them to prospects as you see fit.

case study template

1. " How Handled Scaled from Zero to 121 Locations with the Help of HubSpot ," by HubSpot

Case study examples: Handled and HubSpot

What's interesting about this case study is the way it leads with the customer. That reflects a major HubSpot cornerstone, which is to always solve for the customer first. The copy leads with a brief description of why the CEO of Handled founded the company and why he thought Handled could benefit from adopting a CRM. The case study also opens up with one key data point about Handled’s success using HubSpot, namely that it grew to 121 locations.

Notice that this case study uses mixed media. Yes, there is a short video, but it's elaborated upon in the other text on the page. So while your case studies can use one or the other, don't be afraid to combine written copy with visuals to emphasize the project's success.

Key Learnings from the HubSpot Case Study Example

  • Give the case study a personal touch by focusing on the CEO rather than the company itself.
  • Use multimedia to engage website visitors as they read the case study.

2. " The Whole Package ," by IDEO

Case study examples: IDEO and H&M

Here's a design company that knows how to lead with simplicity in its case studies. As soon as the visitor arrives at the page, they’re greeted with a big, bold photo and the title of the case study — which just so happens to summarize how IDEO helped its client. It summarizes the case study in three snippets: The challenge, the impact, and the outcome.

Immediately, IDEO communicates its impact — the company partnered with H&M to remove plastic from its packaging — but it doesn't stop there. As the user scrolls down, the challenge, impact, and progress are elaborated upon with comprehensive (but not overwhelming) copy that outlines what that process looked like, replete with quotes and intriguing visuals.

Key Learnings from the IDEO Case Study Example

  • Split up the takeaways of your case studies into bite-sized sections.
  • Always use visuals and images to enrich the case study experience, especially if it’s a comprehensive case study.

3. " Rozum Robotics intensifies its PR game with Awario ," by Awario

Case study example from Awario

In this case study, Awario greets the user with a summary straight away — so if you’re feeling up to reading the entire case study, you can scan the snapshot and understand how the company serves its customers. The case study then includes jump links to several sections, such as "Company Profile," "Rozum Robotics' Pains," "Challenge," "Solution," and "Results and Improvements."

The sparse copy and prominent headings show that you don’t need a lot of elaborate information to show the value of your products and services. Like the other case study examples on this list, it includes visuals and quotes to demonstrate the effectiveness of the company’s efforts. The case study ends with a bulleted list that shows the results.

Key Learnings from the Awario Robotics Case Study Example

  • Create a table of contents to make your case study easier to navigate.
  • Include a bulleted list of the results you achieved for your client.

4. " Chevrolet DTU ," by Carol H. Williams

Case study examples: Carol H. Williams and Chevrolet DTU

If you’ve worked with a company that’s well-known, use only the name in the title — like Carol H. Williams, one of the nation’s top advertising agencies, does here. The "DTU," stands for "Discover the Unexpected." It generates interest because you want to find out what the initials mean.

They keep your interest in this case study by using a mixture of headings, images, and videos to describe the challenges, objectives, and solutions of the project. The case study closes with a summary of the key achievements that Chevrolet’s DTU Journalism Fellows reached during the project.

Key Learnings from the Carol H. Williams Case Study Example

  • If you’ve worked with a big brand before, consider only using the name in the title — just enough to pique interest.
  • Use a mixture of headings and subheadings to guide users through the case study.

5. " How Fractl Earned Links from 931 Unique Domains for Porch.com in a Single Year ," by Fractl

Case study example from Fractl

Fractl uses both text and graphic design in their Porch.com case study to immerse the viewer in a more interesting user experience. For instance, as you scroll, you'll see the results are illustrated in an infographic-design form as well as the text itself.

Further down the page, they use icons like a heart and a circle to illustrate their pitch angles, and graphs to showcase their results. Rather than writing which publications have mentioned Porch.com during Fractl’s campaign, they incorporated the media outlets’ icons for further visual diversity.

Key Learnings from the Fractl Case Study Example

  • Let pictures speak for you by incorporating graphs, logos, and icons all throughout the case study.
  • Start the case study by right away stating the key results, like Fractl does, instead of putting the results all the way at the bottom.

6. " The Met ," by Fantasy

Case study example from Fantasy

What's the best way to showcase the responsiveness and user interface of a website? Probably by diving right into it with a series of simple showcases— which is exactly what Fantasy does on their case study page for the Metropolitan Museum of Art. They keep the page simple and clean, inviting you to review their redesign of the Met’s website feature-by-feature.

Each section is simple, showing a single piece of the new website's interface so that users aren’t overwhelmed with information and can focus on what matters most.

If you're more interested in text, you can read the objective for each feature. Fantasy understands that, as a potential customer, this is all you need to know. Scrolling further, you're greeted with a simple "Contact Us" CTA.

Key Learnings from the Fantasy Case Study Example

  • You don’t have to write a ton of text to create a great case study. Focus on the solution you delivered itself.
  • Include a CTA at the bottom inviting visitors to contact you.

7. " Rovio: How Rovio Grew Into a Gaming Superpower ," by App Annie

Case study example from App Annie

If your client had a lot of positive things to say about you, take a note from App Annie’s Rovio case study and open up with a quote from your client. The case study also closes with a quote, so that the case study doesn’t seem like a promotion written by your marketing team but a story that’s taken straight from your client’s mouth. It includes a photo of a Rovio employee, too.

Another thing this example does well? It immediately includes a link to the product that Rovio used (namely, App Annie Intelligence) at the top of the case study. The case study closes with a call-to-action button prompting users to book a demo.

Key Learnings from the App Annie Case Study Example

  • Feature quotes from your client at the beginning and end of the case study.
  • Include a mention of the product right at the beginning and prompt users to learn more about the product.

8. " Embracing first-party data: 3 success stories from HubSpot ," by Think with Google

Case study examples: Think with Google and HubSpot

Google takes a different approach to text-focused case studies by choosing three different companies to highlight.

The case study is clean and easily scannable. It has sections for each company, with quotes and headers that clarify the way these three distinct stories connect. The simple format also uses colors and text that align with the Google brand.

Another differentiator is the focus on data. This case study is less than a thousand words, but it's packed with useful data points. Data-driven insights quickly and clearly show how the value of leveraging first-party data while prioritizing consumer privacy.

Case studies example: Data focus, Think with Google

Key Learnings from the Think with Google Case Study Example

  • A case study doesn’t need to be long or complex to be powerful.
  • Clear data points are a quick and effective way to prove value.

9. " In-Depth Performance Marketing Case Study ," by Switch

Case study example from Switch

Switch is an international marketing agency based in Malta that knocks it out of the park with this case study. Its biggest challenge is effectively communicating what it did for its client without ever revealing the client’s name. It also effectively keeps non-marketers in the loop by including a glossary of terms on page 4.

The PDF case study reads like a compelling research article, including titles like "In-Depth Performance Marketing Case Study," "Scenario," and "Approach," so that readers get a high-level overview of what the client needed and why they approached Switch. It also includes a different page for each strategy. For instance, if you’d only be interested in hiring Switch for optimizing your Facebook ads, you can skip to page 10 to see how they did it.

The PDF is fourteen pages long but features big fonts and plenty of white space, so viewers can easily skim it in only a few minutes.

Key Learnings from the Switch Case Study Example

  • If you want to go into specialized information, include a glossary of terms so that non-specialists can easily understand.
  • Close with a CTA page in your case study PDF and include contact information for prospective clients.

10. " Gila River ," by OH Partners

Case study example from OH Partners

Let pictures speak for you, like OH Partners did in this case study. While you’ll quickly come across a heading and some text when you land on this case study page, you’ll get the bulk of the case study through examples of actual work OH Partners did for its client. You will see OH Partners’ work in a billboard, magazine, and video. This communicates to website visitors that if they work with OH Partners, their business will be visible everywhere.

And like the other case studies here, it closes with a summary of what the firm achieved for its client in an eye-catching way.

Key Learnings from the OH Partners Case Study Example

  • Let the visuals speak by including examples of the actual work you did for your client — which is especially useful for branding and marketing agencies.
  • Always close out with your achievements and how they impacted your client.

11. " Facing a Hater ," by Digitas

Case study example from Digitas

Digitas' case study page for Sprite’s #ILOVEYOUHATER campaign keeps it brief while communicating the key facts of Digitas’ work for the popular soda brand. The page opens with an impactful image of a hundred people facing a single man. It turns out, that man is the biggest "bully" in Argentina, and the people facing him are those whom he’s bullied before.

Scrolling down, it's obvious that Digitas kept Sprite at the forefront of their strategy, but more than that, they used real people as their focal point. They leveraged the Twitter API to pull data from Tweets that people had actually tweeted to find the identity of the biggest "hater" in the country. That turned out to be @AguanteElCofler, a Twitter user who has since been suspended.

Key Learnings from the Digitas Case Study Example

  • If a video was part of your work for your client, be sure to include the most impactful screenshot as the heading.
  • Don’t be afraid to provide details on how you helped your client achieve their goals, including the tools you leveraged.

12. " Better Experiences for All ," by HermanMiller

Case study example from HermanMiller

HermanMiller sells sleek, utilitarian furniture with no frills and extreme functionality, and that ethos extends to its case study page for a hospital in Dubai.

What first attracted me to this case study was the beautiful video at the top and the clean user experience. User experience matters a lot in a case study. It determines whether users will keep reading or leave. Another notable aspect of this case study is that the video includes closed-captioning for greater accessibility, and users have the option of expanding the CC and searching through the text.

HermanMiller’s case study also offers an impressive amount of information packed in just a few short paragraphs for those wanting to understand the nuances of their strategy. It closes out with a quote from their client and, most importantly, the list of furniture products that the hospital purchased from the brand.

Key Learnings from the HermanMiller Case Study Example

  • Close out with a list of products that users can buy after reading the case study.
  • Include accessibility features such as closed captioning and night mode to make your case study more user-friendly.

13. " Capital One on AWS ," by Amazon

Case study example from Amazon AWS

Do you work continuously with your clients? Consider structuring your case study page like Amazon did in this stellar case study example. Instead of just featuring one article about Capital One and how it benefited from using AWS, Amazon features a series of articles that you can then access if you’re interested in reading more. It goes all the way back to 2016, all with different stories that feature Capital One’s achievements using AWS.

This may look unattainable for a small firm, but you don’t have to go to extreme measures and do it for every single one of your clients. You could choose the one you most wish to focus on and establish a contact both on your side and your client’s for coming up with the content. Check in every year and write a new piece. These don’t have to be long, either — five hundred to eight hundred words will do.

Key Learnings from the Amazon AWS Case Study Example

  • Write a new article each year featuring one of your clients, then include links to those articles in one big case study page.
  • Consider including external articles as well that emphasize your client’s success in their industry.

14. " HackReactor teaches the world to code #withAsana ," by Asana

Case study examples: Asana and HackReactor

While Asana's case study design looks text-heavy, there's a good reason. It reads like a creative story, told entirely from the customer's perspective.

For instance, Asana knows you won't trust its word alone on why this product is useful. So, they let Tony Phillips, HackReactor CEO, tell you instead: "We take in a lot of information. Our brains are awful at storage but very good at thinking; you really start to want some third party to store your information so you can do something with it."

Asana features frequent quotes from Phillips to break up the wall of text and humanize the case study. It reads like an in-depth interview and captivates the reader through creative storytelling. Even more, Asana includes in-depth detail about how HackReactor uses Asana. This includes how they build templates and workflows:

"There's a huge differentiator between Asana and other tools, and that’s the very easy API access. Even if Asana isn’t the perfect fit for a workflow, someone like me— a relatively mediocre software engineer—can add functionality via the API to build a custom solution that helps a team get more done."

Key Learnings from the Asana Example

  • Include quotes from your client throughout the case study.
  • Provide extensive detail on how your client worked with you or used your product.

15. " Rips Sewed, Brand Love Reaped ," by Amp Agency

Case study example from Amp Agency

Amp Agency's Patagonia marketing strategy aimed to appeal to a new audience through guerrilla marketing efforts and a coast-to-coast road trip. Their case study page effectively conveys a voyager theme, complete with real photos of Patagonia customers from across the U.S., and a map of the expedition. I liked Amp Agency's storytelling approach best. It captures viewers' attention from start to finish simply because it's an intriguing and unique approach to marketing.

Key Learnings from the Amp Agency Example

  • Open up with a summary that communicates who your client is and why they reached out to you.
  • Like in the other case study examples, you’ll want to close out with a quantitative list of your achievements.

16. " NetApp ," by Evisort

Case study examples: Evisort and NetApp

Evisort opens up its NetApp case study with an at-a-glance overview of the client. It’s imperative to always focus on the client in your case study — not on your amazing product and equally amazing team. By opening up with a snapshot of the client’s company, Evisort places the focus on the client.

This case study example checks all the boxes for a great case study that’s informative, thorough, and compelling. It includes quotes from the client and details about the challenges NetApp faced during the COVID pandemic. It closes out with a quote from the client and with a link to download the case study in PDF format, which is incredibly important if you want your case study to be accessible in a wider variety of formats.

Key Learnings from the Evisort Example

  • Place the focus immediately on your client by including a snapshot of their company.
  • Mention challenging eras, such as a pandemic or recession, to show how your company can help your client succeed even during difficult times.

17. " Copernicus Land Monitoring – CLC+ Core ," by Cloudflight

Case study example from Cloudflight

Including highly specialized information in your case study is an effective way to show prospects that you’re not just trying to get their business. You’re deep within their industry, too, and willing to learn everything you need to learn to create a solution that works specifically for them.

Cloudflight does a splendid job at that in its Copernicus Land Monitoring case study. While the information may be difficult to read at first glance, it will capture the interest of prospects who are in the environmental industry. It thus shows Cloudflight’s value as a partner much more effectively than a general case study would.

The page is comprehensive and ends with a compelling call-to-action — "Looking for a solution that automates, and enhances your Big Data system? Are you struggling with large datasets and accessibility? We would be happy to advise and support you!" The clean, whitespace-heavy page is an effective example of using a case study to capture future leads.

Key Learnings from the Cloudflight Case Study Example

  • Don’t be afraid to get technical in your explanation of what you did for your client.
  • Include a snapshot of the sales representative prospects should contact, especially if you have different sales reps for different industries, like Cloudflight does.

18. " Valvoline Increases Coupon Send Rate by 76% with Textel’s MMS Picture Texting ," by Textel

Case study example from Textel

If you’re targeting large enterprises with a long purchasing cycle, you’ll want to include a wealth of information in an easily transferable format. That’s what Textel does here in its PDF case study for Valvoline. It greets the user with an eye-catching headline that shows the value of using Textel. Valvoline saw a significant return on investment from using the platform.

Another smart decision in this case study is highlighting the client’s quote by putting it in green font and doing the same thing for the client’s results because it helps the reader quickly connect the two pieces of information. If you’re in a hurry, you can also take a look at the "At a Glance" column to get the key facts of the case study, starting with information about Valvoline.

Key Learnings from the Textel Case Study Example

  • Include your client’s ROI right in the title of the case study.
  • Add an "At a Glance" column to your case study PDF to make it easy to get insights without needing to read all the text.

19. " Hunt Club and Happeo — a tech-enabled love story ," by Happeo

Case study example from Happeo

In this blog-post-like case study, Happeo opens with a quote from the client, then dives into a compelling heading: "Technology at the forefront of Hunt Club's strategy." Say you’re investigating Happeo as a solution and consider your firm to be technology-driven. This approach would spark your curiosity about why the client chose to work with Happeo. It also effectively communicates the software’s value proposition without sounding like it’s coming from an in-house marketing team.

Every paragraph is a quote written from the customer’s perspective. Later down the page, the case study also dives into "the features that changed the game for Hunt Club," giving Happeo a chance to highlight some of the platform’s most salient features.

Key Learnings from the Happeo Case Study Example

  • Consider writing the entirety of the case study from the perspective of the customer.
  • Include a list of the features that convinced your client to go with you.

20. " Red Sox Season Campaign ," by CTP Boston

Case study example from CTP Boston

What's great about CTP's case study page for their Red Sox Season Campaign is their combination of video, images, and text. A video automatically begins playing when you visit the page, and as you scroll, you'll see more embedded videos of Red Sox players, a compilation of print ads, and social media images you can click to enlarge.

At the bottom, it says "Find out how we can do something similar for your brand." The page is clean, cohesive, and aesthetically pleasing. It invites viewers to appreciate the well-roundedness of CTP's campaign for Boston's beloved baseball team.

Key Learnings from the CTP Case Study Example

  • Include a video in the heading of the case study.
  • Close with a call-to-action that makes leads want to turn into prospects.

21. " Acoustic ," by Genuine

Case study example from Genuine

Sometimes, simple is key. Genuine's case study for Acoustic is straightforward and minimal, with just a few short paragraphs, including "Reimagining the B2B website experience," "Speaking to marketers 1:1," and "Inventing Together." After the core of the case study, we then see a quote from Acoustic’s CMO and the results Genuine achieved for the company.

The simplicity of the page allows the reader to focus on both the visual aspects and the copy. The page displays Genuine's brand personality while offering the viewer all the necessary information they need.

  • You don’t need to write a lot to create a great case study. Keep it simple.
  • Always include quantifiable data to illustrate the results you achieved for your client.

22. " Using Apptio Targetprocess Automated Rules in Wargaming ," by Apptio

Case study example from Apptio

Apptio’s case study for Wargaming summarizes three key pieces of information right at the beginning: The goals, the obstacles, and the results.

Readers then have the opportunity to continue reading — or they can walk away right then with the information they need. This case study also excels in keeping the human interest factor by formatting the information like an interview.

The piece is well-organized and uses compelling headers to keep the reader engaged. Despite its length, Apptio's case study is appealing enough to keep the viewer's attention. Every Apptio case study ends with a "recommendation for other companies" section, where the client can give advice for other companies that are looking for a similar solution but aren’t sure how to get started.

Key Learnings from the Apptio Case Study Example

  • Put your client in an advisory role by giving them the opportunity to give recommendations to other companies that are reading the case study.
  • Include the takeaways from the case study right at the beginning so prospects quickly get what they need.

23. " Airbnb + Zendesk: building a powerful solution together ," by Zendesk

Case study example from Zendesk

Zendesk's Airbnb case study reads like a blog post, and focuses equally on Zendesk and Airbnb, highlighting a true partnership between the companies. To captivate readers, it begins like this: "Halfway around the globe is a place to stay with your name on it. At least for a weekend."

The piece focuses on telling a good story and provides photographs of beautiful Airbnb locations. In a case study meant to highlight Zendesk's helpfulness, nothing could be more authentic than their decision to focus on Airbnb's service in such great detail.

Key Learnings from the Zendesk Case Study Example

  • Include images of your client’s offerings — not necessarily of the service or product you provided. Notice how Zendesk doesn’t include screenshots of its product.
  • Include a call-to-action right at the beginning of the case study. Zendesk gives you two options: to find a solution or start a trial.

24. " Biobot Customer Success Story: Rollins College, Winter Park, Florida ," by Biobot

Case study example from Biobot

Like some of the other top examples in this list, Biobot opens its case study with a quote from its client, which captures the value proposition of working with Biobot. It mentions the COVID pandemic and goes into detail about the challenges the client faced during this time.

This case study is structured more like a news article than a traditional case study. This format can work in more formal industries where decision-makers need to see in-depth information about the case. Be sure to test different methods and measure engagement .

Key Learnings from the Biobot Case Study Example

  • Mention environmental, public health, or economic emergencies and how you helped your client get past such difficult times.
  • Feel free to write the case study like a normal blog post, but be sure to test different methods to find the one that best works for you.

25. " Discovering Cost Savings With Efficient Decision Making ," by Gartner

Case study example from Gartner

You don't always need a ton of text or a video to convey your message — sometimes, you just need a few paragraphs and bullet points. Gartner does a fantastic job of quickly providing the fundamental statistics a potential customer would need to know, without boggling down their readers with dense paragraphs. The case study closes with a shaded box that summarizes the impact that Gartner had on its client. It includes a quote and a call-to-action to "Learn More."

Key Learnings from the Gartner Case Study Example

  • Feel free to keep the case study short.
  • Include a call-to-action at the bottom that takes the reader to a page that most relates to them.

26. " Bringing an Operator to the Game ," by Redapt

Case study example from Redapt

This case study example by Redapt is another great demonstration of the power of summarizing your case study’s takeaways right at the start of the study. Redapt includes three easy-to-scan columns: "The problem," "the solution," and "the outcome." But its most notable feature is a section titled "Moment of clarity," which shows why this particular project was difficult or challenging.

The section is shaded in green, making it impossible to miss. Redapt does the same thing for each case study. In the same way, you should highlight the "turning point" for both you and your client when you were working toward a solution.

Key Learnings from the Redapt Case Study Example

  • Highlight the turning point for both you and your client during the solution-seeking process.
  • Use the same structure (including the same headings) for your case studies to make them easy to scan and read.

27. " Virtual Call Center Sees 300% Boost In Contact Rate ," by Convoso

Case study example from Convoso

Convoso’s PDF case study for Digital Market Media immediately mentions the results that the client achieved and takes advantage of white space. On the second page, the case study presents more influential results. It’s colorful and engaging and closes with a spread that prompts readers to request a demo.

Key Learnings from the Convoso Case Study Example

  • List the results of your work right at the beginning of the case study.
  • Use color to differentiate your case study from others. Convoso’s example is one of the most colorful ones on this list.

28. " Ensuring quality of service during a pandemic ," by Ericsson

Case study example from Ericsson

Ericsson’s case study page for Orange Spain is an excellent example of using diverse written and visual media — such as videos, graphs, and quotes — to showcase the success a client experienced. Throughout the case study, Ericsson provides links to product and service pages users might find relevant as they’re reading the study.

For instance, under the heading "Preloaded with the power of automation," Ericsson mentions its Ericsson Operations Engine product, then links to that product page. It closes the case study with a link to another product page.

Key Learnings from the Ericsson Case Study Example

  • Link to product pages throughout the case study so that readers can learn more about the solution you offer.
  • Use multimedia to engage users as they read the case study.

Start creating your case study.

Now that you've got a great list of examples of case studies, think about a topic you'd like to write about that highlights your company or work you did with a customer.

A customer’s success story is the most persuasive marketing material you could ever create. With a strong portfolio of case studies, you can ensure prospects know why they should give you their business.

Editor's note: This post was originally published in August 2018 and has been updated for comprehensiveness.

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A Detailed Case Study on Largest Retail Giant Walmart

Avinash kumar mahato

Avinash kumar mahato

Walmart is one of the largest retail companies in the world. It was founded in 1962 by Sam Walton. The headquarter of this company is situated in the United States. The main aim of the company is to provide consistent discounts, loyal customer service, and fast friendly service.

Walmart’s targets to expand its business in large cities as well as spread retail stores throughout the world. The retail stores of Walmart are divided into four divisions Walmart Supercenters , Discount Stores, Neighborhood Markets, and Sam’s Clubs warehouses. More than 100 million customers are visiting these Walmart Stores.

It is very uncomfortable for small merchants and communities in America. Walmart reaches their town and provides low-cost offers and the best customer service. It is a very bad condition for small merchants and businessmen in America. To downtown merchants, Walmart just comes and takes over all the small stores.

The purchasing power, aggressive marketing and provide low prices to the customer by Walmart, tend to pull out the business by the small merchants. Gradually the dream of Walmart company to become the largest retailer in the world is full filing day-by-day. But, they increase their business by the wrong actions and do not respect the culture or language of the communities.

Timeline Events Of Walmart company Business Model Of Walmart How Walmart Generates Revenue? Walmart’s Marketing Strategy Walmart’s - Flipkart Acquisition

Timeline Events Of Walmart company

The Timeline of events for Walmart company since its inception.

  • 1960: Sam Walton opened his first discount store in Rogers, Arkansas.
  • 1981: Walmart become the largest company in America .
  • 1981: After becoming the largest company in America, they opened their stores in a small Louisiana town.
  • 1983: Walmart opened its stores in Pawhuska and Oklahoma.
  • 1986: Walmart claims that it can restore more than 4000 jobs to American Communities.
  • 1989: They drive a campaign about Environmental awareness that Walmart is aware of land, water, and air.
  • 1990: There are some activist groups against the expansion of Walmart’s store.
  • 31st December 1990: Walmart’s closed its stores in  Louisiana.
  • 5th November 1991: Walmart opened up its store in Lowa City.
  • 6th October 1998: Walmart’s founder Sam Walton created a family charity named Walton Family Charitable Support Foundation.
  • June 1999: Walmart takes over the ASDA Chain (a British supermarket chain), now they have stores and depots across the United States.
  • 2001: Walmart becomes the world’s largest retailer, got huge sales of $191 billion.
  • July 2003: Walmart opened its stores in Beijing and till now they have 22 stores in China and counting.
  • 2006: Walmart closed its stores in Germany.
  • July 2007: Walmart is operating more than 2500 retail units in Walmart International and more than 500,000 employers in some countries.
  • 2007: By the ending of this year, they got a net $45 billion sales.
  • 2008: Walmart’s opened its wholesale facility in India. This is the first step of Walmart's to sell products through its retail outlets in India.
  • 2018: Walmart acquired Flipkart for $16 billion and owned 77% stake in India’s largest online retailer brand.

Business Model Of Walmart

case study retail strategy

There are different business models that are followed by successful companies which vary from time to time. The business model of Walmart is based to eliminate the middleman from the distribution channels. The advantage of removing the middleman is to provide benefit to the consumer by providing products at lower costs. The main motive of Walmart's business strategy company is to enter every segment of the market and dominate the market by providing products at a lower price.

The main marketing strategy of the company is based on leading on price, be competitive, and deliver a great experience by the motto of Everyday Lower price.

Walmart has three important segments.

Walmart U.S

Walmart U.S is operated in the U.S. They provide customers with products and services that are not present physically in stores. They provide their services via the website and mobile application . The website of Walmart company has a special feature that provides a third party to sell products. The company operates its business on various platforms like supermarkets, discount stores, neighborhood markets, and e-commerce websites .

Walmart International

Walmart International is also divided into three sections which are retailers, wholesalers, and other small projects. These sections are also divided into various sections such as supermarkets, warehouses, electronics, apparel stores , drug stores, digital retailers, and many more.

It is the online platform of Walmart’s company i.e., “ samsclub.com ”. This club is consists of memberships of the only warehouse retailer operations. This section includes warehouse clubs in the U.S, as well as samsclub.com.

case study retail strategy

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How Walmart Generates Revenue?

The Revenue Model of Walmart deals with the principle of buying in bulk in one go. In this system, they got a huge discount from the manufacturers. They sell in small quantities at low prices. By reducing the price they have high sales volume through which they have high earning.

Walmart’s generate its revenue by removing the middleman and selling their product directly to the customers and services to business. The two main sources of revenue are Product revenue and Service revenue .

Walmart's revenue in the fiscal year ending January, 2020 was $524 Billion.

Product Revenue

Walmart has a wide range of products in various categories:-

  • In the grocery category, they have products like Daily needs products, dairy products, frozen foods, bakery, baby products, beauty aids, and many more.
  • Health and wellness category have products like Pharmacy products and clinical services .
  • The entertainment category has products like electronics products, toys, cameras, movies, music, videos, and books.
  • Stationary, paints, and hardware, Automotive, sporting goods, crafts, and seasonal merchandise.
  • Apparel categories include apparel for men, women, boys, girls, shoes, jewelry, and accessories.
  • Home appliances include home furnishing services, home decor, livings, and horticulture.

Service Revenue

Walmart also provide services to generate revenue in various fields:-

  • They provide financial services like prepaid cards , money orders, wire transfer, money transfers, bill payments, and so on.
  • VUDU movie streaming services: This is a subscription-based OTT platform for buying and renting movies, watching TV shows on demand.
  • Clinical Services include primary health care, Physical and Wellness checks, Clinical lab tests.
  • Health Insurance services

case study retail strategy

Walmart’s Marketing Strategy

Walmart's Business Strategy Analysis is one of the most important parts of any business whether it is small or large. It is very important to make an effective marketing plan to survive in the market . Walmart uses the principle of business marketing penetration method which is used to capture the market by offering lower prices and competitive prices to the consumers.

The company follows cost leadership which makes a huge profit for the company. The company provide low prices to the consumer and treated all the customers as king of the market to maintain the relationship between Walmart and the customer.

According to Walmart, there are four factors that drive the customer’s choice of retailer:

  • Assortment.

One more reason for the success of Walmart is purchasing products from local manufacturers in a bulk in one go and selling in small quantities. Buying from local manufacturers is the benefit for both. Buying more products from local manufacturers means they are creating more jobs and they reduce the unemployment rate. They should provide good quality products at a lower price to maintain a good relationship with customers and continue to get profits in business.

case study retail strategy

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case study retail strategy

Walmart’s - Flipkart Acquisition

Walmart Acquired Flipkart

Flipkart is one of the leading Indian e-commerce brands. In 2018, Walmart takes 77% stakes in India’s largest e-commerce company Flipkart and makes the world’s biggest purchase of an e-commerce company.

After this acquisition the future of eCommerce industry in India has become more competitive than ever.

The three main reasons for the acquisition of Flipkart are Flipkart’s leadership in some lucrative sections, its payment platform and the company’s talent pool.

Walmart’s world’s largest company is to continue to expand its business by improving its strategies day-by-day. The main reason for the success of Walmart is the EDLP system i.e., Everyday Low Price. They are working aggressively to maintain profits, market shares, and provide low prices to consumers. There are many business ideas to gain profit from a market. All depends on how you play the cards for a profitable business.

Walmart has made acquisitions of 28 organizations and has 16 sub-organization.

Feel free to reach us and share your understanding and views on the case study of Walmart. We would love to hear from you.

What is the business model of Walmart?

The business model of Walmart is based on eliminating the middleman from the distribution channels. The advantage of removing the middleman is to provide benefit to the consumer by providing products at lower costs.

What is the motive behind Walmart's Business Strategy?

The main motive of the Walmart business strategy company is to enter every segment of the market and dominate the market by providing products at a lower price.

What is Walmart's Market Strategy?

How does walmart generate revenue.

The earning model of Walmart deals with the principle of buying in bulk in one go. In this system, they got a huge discount from the manufacturers. Walmart’s generate its revenue by removing the middleman and selling their product directly to the customers and services to business.

What are the main sources of revenue for Walmart?

The two main sources of revenue are:

  • Product revenue
  • Service revenue

Is Walmart owned by China?

The Walmart branch in China is majority Chinese-owned. But predominantly it is owned by Sam Walton's many children.

Why is Walmart so cheap?

They sell in small quantities at low prices. By reducing the price they have high sales volume through which they have high earning.  Hence, by selling in high volume they can sell it at a cheap price and still gain profit.

What are the sub-organisations under Walmart?

There are 16 sub-organisations of Walmart. Some of them are:

  • Walmart Labs
  • Seiyu Group
  • Walmart Canada

What are the top acquisitions of Walmart?

Walmart has acquired 28 companies. Some top acquisitions are:

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Ecommerce tips, strategies, and news – all without ever having, [case study] how starbucks omnichannel drives repeat sales.

As we get closer to 2024, omnichannel retailing is becoming table stakes for eCommerce and traditional brick and mortar alike.  Starbucks omnichannel strategy is a great case study in how to deepen customer relationships and drive repeat pruchases. Their success with omnichannel retailing provides a playbook of successful omnichannel tactics.

Each section will first look at specific strategies and tactics Starbucks is using today. Then, we will draw specific action steps eCommerce stores should take. 

How Starbucks Omnichannel Strategy Drives Channel Expansion

In 2018, Starbucks had a problem.

While their most loyal group of customers were actively enrolled in Starbucks Rewards, that left 60 million customers a month who had no digital relationship with the brand at all.

Once identified, establishing a digital relationship with these customers became the cornerstone for expanding Starbuck's omnichannel retailing strategy.

1. Create Incentives and Force Channel Adoption

In March 2018 , the company decided to gate free wi-fi. 

In order to access the internet, customers first had to register with an email address.  In other words, they forced a digital relationship, gaining permission to contact customers via a new channel (email) in exchange for access to free wi-fi. 

Internally, customers who have inputted their email but have yet to sign up for Starbucks Rewards (SR) are called "digitally registered customers".

case study retail strategy

Since creating this category, they've added 10 million digitally registered customers to their database. In their last earnings call, Executive Vice President & Global Chief Strategy Officer Matthew Ryan shared how they view this relationship: “We have to think of it (digitally registered customers) as the top of the funnel; an enabler of the relationships that we can create that lead people eventually into the Starbucks Rewards Program. Later , we’ll explore exactly how Starbucks executes this funnel. But first, I want to draw a few lessons that large eCommerce stores should consider. 

We have to think of it (digitally registered customers) as the top of the funnel; an enabler of the relationships that we can create that lead people eventually into the Starbucks Rewards Program. - Matthew Ryan, Executive Vice President & Global Chief Strategy Officer, Starbucks

2. Reward customer loyalty with unique offers and experiences

We see the vision playout in Starbuck's triggered email campaigns. Many offers require customers to be enrolled in Starbucks Rewards. Below is a great example. As the ad says, "Starbucks Rewards members who use the app to order ahead a handcrafted beverage (grande or larger) get a coupon for a free drink redeemable 3/10-3/12. Sign up for Starbucks Rewards to get the offer."

case study retail strategy

Embodied in the offer is a series of important actions Starbucks wants their customers to take. 

  • Become a Rewards Member
  • Utilize the Starbucks app to order ahead, part of their click and collect strategy
  • Redeem in one week, to help further cement 

Starbucks goes beyond unique offers for Rewards Members. They routinely create whole experiences for their customer base to take part in.  Below is one example - their annual "Starbucks for Life" event. Reward Members can collect game pieces by purchasing select items. Rewards range from $500 gift cards, Bose Earbunds, and, as the name implies, Starbucks for Life!

case study retail strategy

3. Lessons for Ecommerce in Channel Adoption

Channel adoption is fundamental to omnichannel retailing.

It is worth incentivizing by whatever means possible. 

Starbuck's playbook is simple. First, identify what your strongest customer touchpoint is and incentivize channel adoption with a clear benefit during that touchpoint. In their case, they already had 28,000 physical stores with 75 million monthly customers. They identified a key benefit, and parlayed that service into new customer relationships via email. For many eCommerce stores, their strongest customer touchpoint is online (their site). Barilliance equips you with a number of tools to convert site visitors into whichever channel makes the most sense for your business. 

Some of our most popular features for doing this include:

  • Unique Triggered Email Offers: The most effective email opt-in offers we've found in eCommerce are service related, such as email my cart and visit summary offers. 
  • Personalized  Browse Abandonment: Most visitors never make it to your checkout pages. Personalized browse abandonment offers can convert visitors to email subscribers, and give you an opportunity to nurture a relationship overtime. 
  • FB Messenger: Message apps represent the fastest growing channel in eCommerce. The behemoth in the space is FB Messenger . Last year, we enabled clients to leverage this channel to significantly reduce cart abandonment. However, once you have permission, you can use this channel to drive repeat purchase. 
  • Onsite Personalization: Lastly, you can prompt visitors to opt-into any channel you want through personalized widgets. We have clients that use a variety of message bars, pop-ups, or dynamic content to transform visitors into email subscribers, social followers, or download their mobile app. 

You can see an example of onsite personalization below. 

To begin their omnichannel retail strategy , this client starts with a personalized offer, only seen by visitors who have not already submitted their email. 

The offer is presented in the from of a sliding message bar.

case study retail strategy

Once a new visitor reveals interest by clicking on the bar, a pop-up is displayed. 

In exchange for their email address, they will receive a 10% off code. In implementing these solutions, it is important that you control the user experience. 

For example, this particular tactic isn't shown on mobile devices, nor to returning customers who they already have a relationship with. With Barilliance, you can easily define any number of segments to present unique offers to. 

case study retail strategy

Whichever number of tactics you employ, you want to give a concrete, exclusive benefit to creating a continuous relationship with your brand. As we’ll see, establishing multiple channels as part of your own omnichannel retailing strategy will give you multiple ties to customers, allow you to gather more data on each client, and ultimately create personalized offers that increase order frequency and AOV.

How Starbucks Uses Omnichannel Retailing to Increase Repeat Purchases From New Channels

How do you capitlize on new customer relationships? As Matthew Ryan shares, “We’re not in the business of creating digital relationships for digital relationship’s sake. They’re an enabler for us to communicate and talk to our customers.”

We’re not in the business of creating digital relationships for digital relationship’s sake. They’re an enabler for us to communicate and talk to our customers. - Matthew Ryan

Starbucks uses these newly acquired email addresses to drive retention and purchase frequency . 

While a variety of offers and communications are sent, two stand out. First, is a recurring flagship offer: Happy Hours. In this email, Starbucks sends a discount offer on a specific product category (such as teas, seasonal drinks, or frappuccinos). The offer is limited, often expiring same day and only available during certain timeframes. The goal is to drive digitally registered customers into stores during non-peak hours. Offers are geared toward premium products, serving as a gateway to more profitable skus. 

case study retail strategy

Second, as alluded above, Starbucks views email as the first phase in their omnichannel retailing strategy. It is their first digital channel, not their last. 

The ultimate goal of digitally registered customers is to motivate them to become a part of their Starbucks Rewards program. 

Customers are given regular incentives to progress through the funnel. In the example below, they email an offer of a free drink when they create aSR account. The exact offers sent are personalized to the types of products a digitally registered customer has bought in the past.

case study retail strategy

Lessons for ECommerce in Driving Retention

How do you create value to justify a continued relationship with your brand? In Starbucks case, they use a combination of one time discounts and ongoing loyalty rewards to drive purchase frequency. They also focus on customer adoption of more premium offers. Barilliance has a number of ways to help eCommerce stores replicate these tactics. 

Create a 360 View of Customers to Develop Understanding of Customer Preferences

To make effective offers, you need to be able to track customers across devices and shopping sessions. Barilliance tracks more than what products each customer has purchased. 

  • Product Affinity: Beyond products purchased, you want to track which category and product pages visitors interact with, as well as what on-site searches they make. 
  • Frequency: Barilliance tracks site visits. You can segment based on first visit, last visit, or number of visits - giving you the capability to define your own segments of first time visitors, returning lapsed visitors, those who are in threat to churn, VIP customers, or whatever segment makes most sense to your business. 
  • Demographic Data: Information such as location and device type are automatically recorded. 
  • Brand Engagement: Lastly, you want to be able to track customer engagement overtime, including if they've responded to past offers, and if you need to trigger a follow-up.

case study retail strategy

Use Big Data to Create Personalized Offers

Data without application is useless. Barilliance gives you the ability to use this data in a number of ways.

In the screenshot above, you see the backend of our Retention product. You can create any number of segments important to your business. We wrote up a whole post on six crucial segments for eCommerce businesses using RFM Analysis here . 

Additionally, you can use demographic and product affinity data to personalize each email. You can restrict in-store offers to those that are within the same city, or restrict free shipping to certain areas. 

My favorite examples incorporate our product recommendation engine. 

You can see a break down on how our personalized recommendations outperform standard recommendation widgets here, increasing CTR by 289% and conversion rate by 189%. 

case study retail strategy

Next Steps...

The first step in creating your own successful omnichannel retailing strategy is to identify a technology partner.

You want a partner that is capable of:

  • Unifying Customer Data: Collect and connect customer behavior, demographics, product/category affinities, and purchase history across all channels through a customer data platform .
  • Cross-Device Continuity: Able to make a seamless, omnichannel experience across devices
  • Segmentation Capabilities: Data is useless without the ability to analyze and take action. Your technology partner should equip you to identify high priority customer segments and create personalized offers to each.
  • Personalization Capabilities: The strength of your partner's personalization capabilities will directly correlate to your ability to maximize opportunities.

To see if Barilliance is a good solution for you, schedule a demo here . 

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Equipping an energy giant with insights and tactics to support climate action

GE Vernova: Rising to the carbon challenge

GE Vernova: Rising to the carbon challenge

  • January 19, 2024

GE Vernova is a global energy leader whose technology helps to generate about 30% of the world's electricity. As such, the company recognizes its responsibility to help drive the world’s energy transition and lead the global effort to meet ambitious, necessary climate goals. A challenge of this scale demands informed, holistic and credible action. As part of its climate commitment, GE Vernova approached PwC to assess the role of carbon pricing and market mechanisms in decarbonization, develop a strategic outlook of the digital value chain in carbon reduction and assist in establishing a pathway to meet shifting demands and unpredictable conditions while fortifying global climate efforts.

Read case study (5 min)

Carbon markets value chain strategy

A multi-decade carbon markets value chain strategy leveraging GE Vernova’s unique positioning and experience to drive global decarbonization

Six new business opportunities evaluated under two decarbonization scenarios in four regions

Provided an outlook on the 2030 and 2050 carbon markets, along with prime areas of impact

Transparent, verifiable carbon credits make global decarbonization efforts more trustworthy

Global in scope, unprecedented in scale

Climate change is a defining dilemma of our time. It’s a problem so difficult and costly, with so many determining factors — emerging technology, consumer behavior and government policy, to name a few — that it seems unlikely that any one entity can make a meaningful impact.

But not for a company that helps generate a significant portion of the world’s electricity. GE Vernova views decarbonization as both an opportunity and responsibility. To help guide its mission of electrifying the world while simultaneously working to help decarbonize it, the company sought a trusted advisor to assist in understanding market mechanisms that implement carbon pricing — exchanges between entities that produce greenhouse gas emissions and those that remove or reduce them. One such mechanism, carbon offsets, should be deployed to address residual emissions once other decarbonization levers have been exhausted — and yet, this isn’t always the approach taken. Though they’re an important component of the world’s multi-pronged net zero targets and goals, market mechanisms have suffered from a lack of credibility in many of their underlying projects. 

GE Vernova knew it could address the core issue of trust in these markets with decarbonization programs that can be measured, verified, reported and exchanged reliably. But it needed to determine the appropriate path to engage.

As complex as it gets

There’s no denying the urgency or intricacy of mass-scale decarbonization. Every industry and region has its own unique energy needs and its own capacity to decarbonize. This is why carbon market mechanisms form a major piece of the puzzle.  

But carbon market mechanisms themselves are almost as complex. Government regulations are in a constant state of flux. The cost, trustworthiness and feasibility of existing nature-based solutions, in comparison to engineered solutions like direct air capture, are major factors in their adoption. As a result, it can be a challenge for companies to understand how carbon markets can be a credible part of their overall decarbonization strategy.

Get more on this topic

How life cycle assessments can unlock value and lead to more sustainable products

Decarbonization strategies: Moving from ambition to action

Preparing for decarbonization in an unpredictable environment

The future of decarbonization is a key part of GE Vernova’s mission and vision — evident as General Electric Company prepares to combine its Renewable Energy, Power and Digital businesses into one independent company to help lead the energy transition. The company’s leadership began by challenging their own assumptions. “We needed a trustworthy, fact-driven, independent opinion on what we’d been thinking,” says Gagan Porwal, Chief Commercial and Strategy Leader in Energy Consulting Services at GE Vernova.

PwC assembled a global, multidisciplinary team including members of its sustainability and transformation practices. The group conducted extensive research and analysis on carbon markets, identifying the key factors that will influence GE Vernova’s approach and role in the market, such as a shift in buyer preferences to technology-based and engineered carbon market offerings. It also identified milestones and trigger points for shifts in national, regional and global trends. Finally, the team identified six new business opportunities — centered around meeting corporate demand, scaling engineered solutions, localization and exploring emerging technologies — based on market trends, optimal timing and financial implications. 

"Delivering a decarbonization solution at this scale requires understanding how all these pieces fit together,” says David Linich, Principal, Sustainability, at PwC. “With our experience in complex ecosystems, we were able to bring together the right people and perspectives to drive real results." 

Every link in the chain

The analysis outlines two broad areas of focus — physical solutions, which include engineered direct air capture as well as carbon capture and sequestration; and digital solutions for the monitoring, verification and exchange of carbon credits, which are largely software-based. With its vast energy generation capacity and measurement capabilities, GE Vernova is well-positioned to address the former, but the latter meant examining new technologies and partnerships that would expand the company’s capacity and strengthen global decarbonization efforts. One promising area of opportunity is the development of a blockchain-based digital carbon value chain, which can also bring much-needed transparency and credibility to the carbon marketplace.   

PwC’s analysis also identifies “no-regret” actions that can position GE Vernova to help address a variety of scenarios in taking a leading position in this space. These provide a reliable foundation in an unpredictable sphere influenced by many factors beyond the company’s control. 

The power to transform  

GE Vernova has a clear mission in mind — electrifying the world while simultaneously working to decarbonize it. In a space where many of the early entrants are start-ups with little experience or name recognition, its presence alone helps bring credibility to the carbon markets value chain. With an approach focused on building trust, the company aims to set and raise the standards for the entire sector. “GE Vernova is positioned to become a major player in a trustworthy carbon market value chain,” Linich says.

But the most profound outcome may be helping to secure our future. Even if renewable energy overtakes fossil fuels, net zero is far from settled. In sectors where carbon abatement is especially challenging, such as agriculture, chemicals and steel, credible carbon offsets are likely to be a key lever in an overall decarbonization approach. Beyond carbon markets, PwC’s work contributes to GE Vernova’s broader commitment to provable, high-performance sustainability — helping to shape its strategy and improve visibility of its sustainability performance along the way. 

As GE Vernova invests for 2050 and well beyond, the value of this initiative lies in a measure of certainty to guide an uncertain future. While there’s no such thing as a carbon crystal ball, GE Vernova is ready to do its part in powering the world’s energy transition with clarity and transparency.

Identify your pathways to net zero and take action now

“PwC understands our business, climate and decarbonization, and gives us the clarity and confidence to take aggressive action.” Roger Martella Chief Sustainability Officer, General Electric Company
“PwC delivered one of the most effective experiences I’ve had working with a consulting advisor.” Gagan Porwal Chief Commercial and Strategy Leader, Energy Consulting Services, GE Vernova

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Personalizing the customer experience: Driving differentiation in retail

Today’s retail environment is challenging from almost any perspective because of price pressure from discounters, market disruption from online players, and increased price transparency for shoppers. Traditional differentiation approaches in retail—such as a unique selection or strategic pricing and promotions—are not as effective as they once were, as competitors can easily imitate them. But differentiation is still possible through personalized approaches in which retailers create unique experiences tailored to individual customers.

Highly personalized customer experiences, when offered to millions of individual customers by using proprietary data, are difficult for competitors to imitate. When executed well, such experiences enable businesses not only to differentiate themselves but also to gain a sustainable competitive advantage. Moreover, our research has shown that personalized experiences drive up both customer loyalty and the top line.

Meeting customers’ expectations for a personalized experience

Thanks to online pioneers, such as Amazon, customers have grown to expect and desire personalized experiences: a survey of 1,000 US adults by Epsilon and GBH Insights found that the vast majority of respondents (80 percent) want personalization from retailers. 1 “New Epsilon research indicates 80% of consumers are more likely to make a purchase when brands offer personalized experiences,” Epsilon, January 9, 2018, us.epsilon.com. Personalization can even be called a “hygiene factor”: customers take it for granted, but if a retailer gets it wrong, customers may depart for a competitor.

Personalization, once limited mainly to targeted offers, now extends to the entire customer experience. This means that customers want personalization throughout their interactions with a retailer—with multiple, personalized touchpoints that enable them to allocate their time and money according to their preferences. In the best personalized experiences , retailers make the customer part of the dialogue and leverage data to create one-to-one personalization. Customers receive offers that are targeted not just at customers like them, with brands targeting at the segment level with broad-based offers, but at them as individuals , with products, offers, and communications that are uniquely relevant to them.

Understanding how personalization pays off

Given customers’ expectations, retailers must respond to the demand for personalized experiences not only to differentiate themselves but just to survive. When done right, though, personalization allows retailers to do more than merely survive: it enables them to thrive. Personalization at scale  (in which companies have personal interactions with all or a large segment of their customers) often delivers a 1 to 2 percent lift in total sales for grocery companies and an even higher lift for other retailers, typically by driving up loyalty and share-of-wallet among already-loyal customers (for whom data are more abundant and response rates are higher). These programs can also reduce marketing and sales costs by around 10 to 20 percent.

Not only that, successful personalization programs yield more engaged customers and drive up the top line. In general, a positive customer experience is hugely meaningful to a retailer’s success: it yields 20 percent higher customer-satisfaction rates, a 10 to 15 percent boost in sales-conversion rates, and an increase in employee engagement of 20 to 30 percent. Customer-experience leaders in the retail space (retailers with consistently high customer-satisfaction scores) have provided their shareholders with returns that are three times higher than the returns generated by retailers with low customer-satisfaction scores.

To maximize the results of a personalization program, we recommend focusing initially on the most loyal customers, as programs targeting regular shoppers yield a return on investment three times higher than that of mass promotions. Moreover, building data on the most loyal customers sets off a virtuous cycle by generating ever-more-relevant data and higher response rates that further boost data quality.

Would you like to learn more about our Retail Practice ?

Learning from success stories.

Retailers across many different categories have managed to implement personalization at scale effectively and have significant success to show for the effort. Of course, Amazon has been a pioneer in this field, but other companies—including grocery companies, which make up for what they lack in e-commerce data with loyalty data from their physical stores—have moved into the top tier in recent years with successful personalization programs of their own.

Personalization pioneer: Amazon

As the ruler of large, pure-play, online retailers, Amazon has used sophisticated analytics to shape its personalization efforts. Over time, Amazon has expanded its personalization program to show customers products that are often purchased with the item they are viewing, display items that can be bundled with products in a customer’s cart, and recommend additional products in the e-mails it sends to confirm transactions.

Amazon continues to raise the personalization bar with ever-more-granular, -innovative offerings to individual customers. For example, Amazon Prime Wardrobe has recently launched a personal shopping service exclusively for Prime members. Customers complete a survey about their styles and fit preferences, and a team of stylists provides personalized recommendations from more than half a million items across brands. Amazon will probably continue to lead innovation in personalization, but other, smaller retailers—with far less sophisticated systems—are setting new standards, too.

Dynamic personalization: European grocer

A large European grocery company has successfully moved from one-size-fits-all marketing to personalized experiences. This shift began with research based on the retailer’s macrosegmentation; the retailer was then able to drill down a level further to create smaller segments based on location, time of day, and other specifics. From there, the grocer built a new transaction engine so it could institute business rules. For example, the engine does not offer discounts to regular shoppers who buy coffee or lunch at the store every day. Instead, it routes discounts toward other segments and users of the grocer’s smartphone app, who receive offers as they pass by the store.

The rich data from this grocer’s transaction engine, personalization engine, mobile app, and other tools have allowed the company to track sales across its entire network of locations—enabling the grocer to optimize for weather, day of the week, time of day, and similar data points that greatly enhance the effectiveness of promotions.

Omnichannel experience: Sephora

Sephora, an international beauty-products retailer, offers personalized experiences that are truly omnichannel  in their presentation to consumers. The company’s digital channels—particularly its mobile app—encourage customers to book in-store makeovers and fashion consultations. The app’s “in-store companion” feature enables users to find a store, check to see if an item is in stock, and book a reservation. When customers choose to have their makeup done in stores, they receive a log-in for the app so that the makeup artist can input each product she or he used into the customer’s personal profile. The app also allows customers to virtually try on products and to receive recommendations based on their personal beauty traits. When customers visit a Sephora store, they can use the app to find the products they have virtually sampled.

All of Sephora’s customer communications—no matter the platform—display the customer’s loyalty points. Sales associates can see these point totals, too, and can access a customer’s profile in store. The profile includes data on the customer’s in-store purchases, online browsing and purchasing patterns, and interactions with in-store salespeople.

Sephora’s program is notable for another reason, too: it clearly demonstrates the effectiveness of focusing on the most loyal customers. The company’s tiered loyalty program, Beauty Insider, offers its highest-level members early access to new products, invitations to exclusive events, free custom beauty services, and more. All members receive customized recommendations based on profiles they fill out online. Their profile details—such as first name, buying habits, and quiz responses—are deployed across channels. Store associates can access a customer’s profile in the store and track items that were sampled, making it easy for customers to find and buy those items on the website or app. Every communication from the brand, on every platform, displays the customer’s loyalty points, and offers are synchronized across platforms.

The results of Sephora’s personalization efforts have been striking. The loyalty program now has around 25 million members. In 2018, members accounted for 80 percent of Sephora’s total transactions. 2 Pamela N. Danziger, “How to make a great loyalty program even better? Sephora has the answer,” Forbes , January 23, 2020, forbes.com; James Stewart, “Sephora gets 80% of its sales from this,” Ragtrader , November 6, 2018, ragtrader.com.au. And for the third year in a row, with a score of 79 out of a possible 100, Sephora has claimed the top slot in Sailthru’s Retail Personalization Index. 3 “The 3rd annual Retail Personalization Index,” Sailthru, September 17, 2019, sailthru.com.

In-store personalization: Nike

Not to be outdone in the personalization game is Nike, one of the largest athletic-footwear and athleisure companies in the world. Nike has taken personalization all the way to the individual product by allowing customers to configure their own clothes and shoes. The company recently launched a 3-D sneaker-customization platform that allows shoppers to generate real-time, shareable snapshots of finished footwear.

Personalization extends to Nike’s physical locations, too. Nike’s flagship store in New York City offers a compelling omnichannel shopping experience driven by membership in NikePlus, the company’s personalized loyalty program. Members receive personalized, exclusive benefits, such as access to Nike Speed Shop, which offers a data-driven, locally tailored assortment of “NYC favorites.” Members can also reserve items to be stored in pickup lockers and retrieve them by scanning their NikePlus member pass. With Nike Shop the Look, members can use QR-code-scanning to determine the availability of their preferred sizes and colors and to request delivery to their selected pickup location or dressing room. Using Instant Checkout, members can skip the cash-register line and check out directly from their own stored-payment device. Other benefits include access to Nike Expert Studio, where members can book personal, one-on-one appointments with Nike experts, and the opportunity to book appointments with Nike by You, where members can view a selection of silhouettes that are uniquely fitted to their specifications.

The necessary changes require a significant shift in the mindsets of employees so that they become comfortable with the experiments personalization requires.

Identifying common challenges for retailers

Given the success stories, it is little surprise that, in a Periscope by McKinsey survey of retailers attending World Retail Congress 2017, 95 percent of retail CEOs say personalizing the customer experience is a strategic priority for their companies. But that same survey showed that only 23 percent of consumers believe that retailers are doing a good job in their personalization efforts. What is behind this disparity?

First of all, most retailers are still in the early stages of their personalization efforts. Our research indicates that only 15 percent of retailers have fully implemented personalization strategies. More than 80 percent are still defining a personalization strategy or have begun pilot initiatives. The remaining retailers have decided to deprioritize personalization for now, for various reasons.

Retailers seem to be facing four main tactical challenges in getting personalization off the ground:

  • Data management. More than two-thirds of survey respondents (67 percent) indicate that their greatest personalization challenge is the gathering, integration, and synthesis of customer data.
  • Data analytics. Acquiring and maintaining in-house expertise in analytics and data science are proving to be major concerns for 48 percent of surveyed retailers.
  • Alignment of retail organizations across functions. For many retailers, siloed processes and organizational models prevent the efficient and prompt sharing of customer data and promotion decisions (for example, difficulty in aligning the marketing and merchandizing teams). Of the survey group, 43 percent say these silos “make life difficult,” and 25 percent report that such silos make it difficult to get vendor funding—as well as buy-in—from suppliers for personalized offerings (especially in the grocery category). In many cases, these sorts of changes require a significant shift in the mindsets of employees so that they become comfortable with the test-and-learn and fast-fail experiments that personalization requires.
  • Tools and technology enablement. Of the survey participants, 67 percent admit that they did not have the correct tools in place to execute personalization at scale. An additional 41 percent say finding the right solution partner was a struggle.

These challenges are further complicated by the fact that many retailers still operate under a hybrid, “bricks and clicks” strategy, making it even more difficult to implement the right levels of personalization in stores and online. Retailers with an omnichannel setup, however, have their own challenges, particularly in structuring offers and executing across communication touchpoints.

Overcoming the obstacles

All is not lost, however. As our previous case examples show, retailers across the spectrum have managed to create truly personalized experiences for both the online world and brick-and-mortar channels. The results for both the affected customers and the financial results are impressive. So how do these retailers do this?

There is no single winning recipe, as the breadth of our case examples shows. In our experience, though, an effective personalization operating model  has four prongs: a data foundation, decisioning, design, and distribution (exhibit). Within this model are eight core elements.

First, all of these retailers have started small. They begin by testing and learning while building the necessary capabilities and multidimensional intelligence on customers over time. Data management is crucial here: getting the right data is much more important than gathering every last scrap of data. The customer database needs to be multidimensional, but it does not have to provide a 360-degree view of customers. Successful retailers start by gathering the most important data before scaling up to a broader understanding of each individual customer.

A detailed customer segmentation and analysis is the next common element. With the right data management and analytics in place, retailers can identify customers’ value triggers and then score and rank customers to facilitate effective targeting and personalization.

Developing a playbook of responses to certain triggers—such as abandoning a shopping cart and browsing of items that belong to a larger collection—is the third element. The goal here is to build a library of offers, with a few hundred as a good starting point. Some companies eventually build a large library of content that they can put together into a personalized magazine for customers. The right mix of triggers results in open and click-through rates that outperform those of traditional mass marketing.

The fourth element is a robust decisioning engine (campaign coordination) that plans experiences across multiple channels and reduces the risk of sending conflicting messages. It also allows retailers to drive the value created by each touchpoint and to maximize that value across the multichannel lineup.

An agile cross-functional team is the fifth element. A team room should be staffed by a cross-functional team—the engineers, merchandising professionals, and marketing experts should all be in one room. The team’s work should include weekly deployments implemented with a test-and-learn spirit more commonly found in the internet software betas of Google and other web giants. The goal of this cross-functional room is to break down organizational silos and to have mixed teams working together to increase pace and quality.

The sixth element of a successful personalization effort is securing the right talents, capabilities, and culture to staff the team. The leadership needs to set the right example at the outset, but from there, the program will touch everyone from the HR team to the marketing and merchandising staffs. The right mix of data scientists and marketing-technology experts is also necessary.

The end of shopping’s boundaries Omnichannel personalization

The end of shopping’s boundaries: Omnichannel personalization

The right technology enablement can be complex to implement, but it forms the core—and the seventh element—of a successful personalization effort. Getting the various systems to work together and pull in the same direction can form the commercial heart of an organization. Most retailers are not maximizing the value that their existing technology platforms can offer, so unifying the systems will squeeze more value from them along the way. Building a more flexible platform on top of legacy systems is often beneficial, too.

Finally, retailers should undertake this effort with a test-and-learn approach . There is no need to build a vast, multivariable database as the first step. As the exhibit notes, do not wait for perfection. Instead, start small. Pick a straightforward experience that will generate a positive impact and start with that. Test the efficacy of that idea, generate useful metrics, and then expand to a second idea. Repeat. As the resulting impact is quantified, and the insights generated by experiments are funneled back to the team, the loop will be closed on the analytics powering each deployment.

In some retail sectors (the grocery sector, for example), collaboration with suppliers is important. The goal here is to build a mutually beneficial partnership with the supplier. To do so, shift funding from mass promotions to personalized experiences and give vendors full transparency into how their products perform. Additionally, provide each vendor with a point person who manages its relationship with the retail network. This person will quickly become a strategic partner who helps better align the retailer and supplier.

All eight elements humming in unison will form an effective personalized-experience engine that differentiates the retailer, increases share of wallet among the most loyal customers, and ultimately boosts the retailer’s top and bottom lines.

Getting started

Given the potential impact of personalization, it makes sense that retailers would be eager to begin their personalization efforts. But how can they do that thoughtfully?

The first step is to define a short list of high-impact use cases that are relevant to the consumer but not too complex to execute against. A skilled cross-functional team can then be assembled to construct an integrated database for those use cases. The team should make sure that the data are both highly available and targeted while also considering the needs of future programs (including high-impact use cases). This database does not need to be perfect. Rather, it should be built through iteration, testing, and learning.

To begin building a personalization program—and to fuel its effective execution—retailers should create a cross-functional team to test and learn from experiments. Analytics and technology professionals will be critical to the program, especially when scaling it up. Finding the right external partner to help develop the personalization program is important, too, and will help accelerate the retailer’s progress toward results: a more personalized experience, greater customer loyalty, marked differentiation, increased wallet share, and substantially better top and bottom lines.

Erik Lindecrantz is a partner in McKinsey’s Tokyo office, Madeleine Tjon Pian Gi is a partner in the Amsterdam office, and Stefano Zerbi is a senior partner in the Milan office.

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  19. Customer segmentation in retail: 6 powerful client case studies

    Customer segmentation case studies for acquisition Black Diamond. An excellent customer segmentation example as it pertains to customer acquisition in the retail space is the case of Black Diamond. The business aimed at growing its direct-to-consumer business to improve personalization, acquisition, and retention.

  20. How Nike and REI made experiential retail a strategy

    Experiential retail as strategy. It's a bold marketing strategy to exclude shoppers, but all indications point to Nike Live being more than just a one-off flashy store to draw in shoppers. Cathy ...

  21. Retail Management Case Study: Top 3 Case Studies

    The company's key growth strategies are to selectively expand its channels of distribution in important markets around the world without compromising the long-term value of the Tiffany & Co. trademark; to increase sales in existing stores by developing new products; to increase its control over product supply and achieve improved profit margins ...

  22. 28 Case Study Examples Every Marketer Should See

    Published: March 08, 2023 Putting together a compelling case study is one of the most powerful strategies for showcasing your product and attracting future customers. But it's not easy to create case studies that your audience can't wait to read. In this post, we'll go over the definition of a case study and the best examples to inspire you.

  23. Walmart Case Study

    Walmart is one of the largest retail companies in the world. It was founded in 1962 by Sam Walton. The headquarter of this company is situated in the United States. The main aim of the company is to provide consistent discounts, loyal customer service, and fast friendly service. Walmart's targets to expand its business in large cities as well ...

  24. Marketing Strategy of Future Retail

    Future Retail, which is a part of the Future Group, is one of the fastest-growing retail companies in India. It was incorporated in 2007 and is currently headquartered in Mumbai, India. Being one of the country's well-known brick-and-mortar retail chains, it operates approximately 1500 stores in India and has established itself under the ...

  25. [Case Study] How Starbucks Omnichannel Drives Repeat Sales

    1. Create Incentives and Force Channel Adoption In March 2018, the company decided to gate free wi-fi. In order to access the internet, customers first had to register with an email address. In other words, they forced a digital relationship, gaining permission to contact customers via a new channel (email) in exchange for access to free wi-fi.

  26. GE Vernova's decarbonization journey:PwC

    SOLUTION. Preparing for decarbonization in an unpredictable environment. The future of decarbonization is a key part of GE Vernova's mission and vision — evident as General Electric Company prepares to combine its Renewable Energy, Power and Digital businesses into one independent company to help lead the energy transition. The company's leadership began by challenging their own assumptions.

  27. Personalized experience for customers: Driving differentiation in

    Given the success stories, it is little surprise that, in a Periscope by McKinsey survey of retailers attending World Retail Congress 2017, 95 percent of retail CEOs say personalizing the customer experience is a strategic priority for their companies. But that same survey showed that only 23 percent of consumers believe that retailers are ...