Believe it or not, “you’re beautiful” were the words that I uttered when I was doing some last minute online Christmas shopping for my wife. Not because she is (although for clarity she certainly is), but because when I was buying some beauty products for her from online beauty retailer feelunique.com I had some beautiful email experiences.
This is clearly a company that sees the value in email, so let me share some of the experiences that made me gush out loud.
They understand the importance of data collection
When you first arrive on the site you’re presented with a well-crafted home page. Centre stage above the fold is a clear call to action to subscribe, reading “STAY IN TOUCH for beauty news and offers”. At this stage I simply wanted to move on and buy, so searched for the Kardashian product range that was top of my wife’s gift list. Each page thereafter, not only showed me the products, but included the call to action to subscribe, which is so often a missed opportunity.
The experience then got even better when I discovered the product was out of stock! Why? Because they used this as an opportunity to collect my email address, so they could notify me when it came back into stock. Customer experience and data collection rolled into one… and I was that impressed I still bought something else from the collection (or should that be Kollection for all you Kardashian fans?).
They use email to enhance the customer experience
The good email experience wasn’t just limited to data collection though, when feelunique.com have your email address they know exactly how to use it. I quickly selected the products that I wanted and went through to the checkout to pay. As well as entering my payment details I could confirm whether I wanted to receive email reminders when my product was likely to run out and, once the transaction was complete, I was prompted to share details of my purchase with my friends via social media sites and email. Not appropriate for my Christmas gift, but a nice touch none the less.
But now I’ve become a customer, feelunique.com is just getting started. I immediately received an email confirming my order, showing me exactly what I’d bought and where it was going to be delivered to. Customer service was top of mind here as they clearly highlighted how to get in touch if I had any questions. My next email was just as impressive; letting me know the exact time my product had been delivered. Of course, this also included details of how to get in touch if I had any problems and a call to action to start buying again. Customer experience and revenue generation all nicely tied up together!
They use email to sell me more
Now I’m officially a customer, feelunique.com are using email to help me buy even more. And much to my wife’s delight they’re doing it rather well. I’ve received emails telling me that the first product I’d wanted is now back in stock and I’ve just received a reminder that I should think about replenishing the lip gloss I bought in the first place, all perfectly times to tie in with my original purchase. As well as this, I’ve I’ve received a beauty diary and some exclusive special offers. I’ve also noticed that the brand provides a subscription service enabling you to set the frequency of the reminders you receive to replenish your products- this sounds like a great tactic to me, especially if you’re a regular user of the products they sell.
The DMA’s own National Client Email Report 2013 (www.dma.org.uk) shows that on average businesses see a return of £21.48 for every £1 they spend on email marketing. With my own experience in mind, I suspect that feelunique.com is generating a significantly high ROI for their email marketing efforts; even higher than £21.48 I think! No wonder they continue to be one of the UK’s fastest growing companies and are winning awards for their ecommerce site, product range and customer service – they’ve a really beautiful email programme and are reaping the benefits (clearly, so is my wife!) And much to her delight, I now quite look forward to being able to go back to feelunique.com to top up her makeup and my desire for seeing innovative email marketing!