Customer Story - Giga Meubel

A single Platform to Enhance Every Interaction

With the Engagement Platform, Giga Meubel chose a scalable marketing solution to achieve their ambition of providing personalized expert advice to all. They work towards a fully personalized customer journey, gradually incorporating additional functionalities from the Engagement Platform that align with their growth.

The Engagement Platform is ideal for us because it is future-proof. With the data and available tools, we can better advise our customers. At Giga Meubel, everything revolves around customer needs, and at CM.com, our needs as a customer are also central to the collaboration.

Mitchel Plazier - Marketing Manager Giga Meubel

Creating a 360° Customer View

Data collection through a customer data platform and personalized email marketing were the first steps Giga Meubel took to boost customer satisfaction and maximize their existing customer base. By utilizing data like page views, product details, add-to-carts, checkouts, and purchases, they build rich profiles for each customer in the Customer Data Platform (CDP). In addition to personalized advice in-store, Giga Meubel can now also anticipate unique customer needs online through personalization, providing tailored advice both in-store and online.

AI-Driven Recommendations for Every Product

Using contextual recommendations such as “often bought together” and “others also viewed” options, customers receive better guidance in the purchase process. Previously, these options were manually filled, often based on gut feeling, consuming valuable marketer time and occasionally missing products.

Now, this process is automated and data-driven with the AI Decisioning Engine. Recommendations based on consumer behavior patterns, initially seeming illogical from a human perspective, have proven more accurate. This AI-driven strategy scales personalized customer journeys effectively. Within three months of starting with CM.com, results were impressive: A/B tests showed clicks on recommendations increased by 113% and conversions by 6%.

Retaining Customers, Even Post-Purchase

Buying furniture is a well-considered decision. To retain customers post-purchase, Giga Meubel launched the Post Purchase Cross-Sell Campaign. Automated email flows from Email Campaigns send personalized recommendations days after purchase. Strategically, Giga Meubel pushes their own brand and promotes high-margin products, resulting in a 14% increase in website visits and a 99% revenue growth!

Giga Meubel exemplifies a retail organization that sees and grows with the potential of the Engagement Platform. Beyond the fantastic results, we are proud of our collaboration with this great client.

Io Michels - Head of Customer Operations