Established in 1886, Whittard were a traditional tea and coffee brand, looking to reinvent themselves when we started working together. Across all channels and marketing activity, we gave Whittard actionable insight about their customers and their behaviour. This enabled the business to make customer-focused decisions and enjoy a steady rise in spend per customer, fuelling sales growth of 30% over 3 years.
Today, Whittard are in a strong position, with greater ability to launch new customer-focused initiatives that have an immediate return on investment and keep customers engaged with the brand.
How we helped Whittard:
Increase in retail sales
Increase in online sales growth over 3 years
Retail sales growing at 7x market rate
8% inc. in Retail Sales: Within the last year, retail sales increased by 8% – much higher than the retail market.
30% Inc. Online: Achieved 30% online sales growth in the past 3 years.
Inc AOV: To address low direct average order values, we showed Whittard how to boost profit by reducing online promotions and delivering store-focused initiatives to boost footfall and sales.
Efficient Marketing Spend with Increased Acquisition: By proving the lifetime value of customers acquired by different channels, and setting a reasonable cost of acquisition, we optimised their marketing spend and helped Whittard to acquire more customers.