Customer onboarding journey
T&H CX > Our Work > Customer Experience Case Studies > Customer onboarding journey
Project Overview
The lack of a robust onboarding phase in the customer journey for new members was identified as a leading cause of poor member activation and program understanding.
This project focused on developing the strategy, creative concepts and final designs for a best in class automated targeted onboarding journey to activate and educate new members.
Customer objective
To educate and inform new customers about the value that the MYER one program could offer.
Business Objective
To improve new customer activation and average spend within the first three months.
MYER one
MYER one is the loyalty program for Australia’s favourite department store. With the vision of excellence in friendly, helpful service and high-quality brands - MYER one aims to create compelling value at every touchpoint of the customer experience.
Industry:
Loyalty, Retail
Company size:
ASX listed 4,500+ employees
Collaborated with T&H:
2019
Approach
This project was broken down into two phases:
Strategy: An extensive review of MYER one’s existing onboarding strategy and the current data and system capabilities and limitations was undertaken. From there, an in-depth industry review of best practice case studies was completed. Using these insights, we developed the desired onboarding journey whilst overlaying a test and learn approach.
Creative: Development of a suite of five onboarding emails and supporting landing pages as part of the overarching onboarding journey and proposed test and learn strategy. Three key concept territories were explored, and the preferred was rolled out across responsive desktop, tablet and mobile designs. Production-ready files were then provided to MYER for implementation. One of the biggest challenges was ensuring the creative had flexibility and longevity, given it was developed prior to the brand refresh.
Results
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6X ROI from onboarding journey optimisation
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The average spend of new members increased by 6% in the first three months
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Increase in customer acquisition by 10% within the first three months
Bernard Wilson - GM Loyalty Data & Media (Former role) MYER
A trusted partner to Australia’s leading customer-obsessed brands
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