Becoming more
customer-centric with
How we help
Customer data platform
Consolidated online and offline customer data into a single customer view
Showroom optimisation
Developed strategic direct mail and email campaigns to entice customer to stores
Customer retention
Optimised instore data capture to support customer retention strategies
Store staff training
Educated staff on data capture techniques and increasing spend per customer
Why more2?
Farrow & Ball appointed more2 to better understand their customers across channels and territories and to help them focus on the right activities to drive growth.
Founded in 1946, Farrow & Ball is a global success. A traditional retailer in a digital world, Farrow & Ball engaged more2 to transform the business to succeed in an increasingly omni-channel world.
We work as part of Farrow & Ball's marketing team, bringing a data-driven, customer-centric approach to growth. We drive online and offline purchases and develop the brand's direct relationship with its customers, strengthening the personal touch Farrow & Ball is renowned for.
The results
Direct mail: Proven, measurable direct mail campaigns and email consistently deliver incremental value by driving customers to showrooms.
Data capture: Staff are upskilled to collect customer data in-store and can confidently explain the benefits of data capture to the customer.
Spend per customer: Customer retention and average order value have increased, fueled by data gathered in-store.
