Giga Meubel

A single platform to enhance every interaction

With CM.com's Engagement Platform, Giga Meubel chose a scalable marketing solution to achieve its ambition of providing personalised expert advice to all. The team worked towards a fully personalised customer journey, gradually incorporating additional functionalities from the Engagement Platform that align with its 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 customers are also central to the collaboration.

Mitchel Plazier - Marketing Manager Giga Meubel

Creating a 360° customer view

Data collection through the Customer Data Platform (CDP) and personalised email marketing were the first steps Giga Meubel took to boost customer satisfaction and maximise its existing customer base. By utilising data like page views, product details, add-to-carts, checkouts and purchases, they built rich profiles for each customer in the CDP. In addition to personalised advice in-store, Giga Meubel now has the ability to anticipate unique customer needs online through personalisation, 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 behaviour patterns, initially seeming illogical from a human perspective, have proven more accurate. This AI-driven strategy scales personalised customer journeys effectively. Within three months of working with CM.com, results were impressive: A/B tests showed clicks on recommendations increased by 113% and conversions by increased 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 personalised recommendations days after purchase. Strategically, Giga Meubel pushes its own brand and promotes high-margin products. This campaign resulted in a 14% increase in website visits and a 99% in post-purchase revenue growth.

Giga Meubel exemplifies a retail organisation 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