It’s not every day that you get to work with one of the largest online retailers in the world. So when our neighbors in the marketing department at Overstock.com called on us, we were more than a little excited to help!
With thousands of products to choose from, Overstock wanted to understand what the key drivers were for customer satisfaction, customer loyalty, and a customer’s likelihood to purchase among each of their main product categories. Given that each of these pieces fit into a different stage of their customer’s journey, it required careful research design and a lot of data.
By intercepting tens of thousands of customers immediately after they made a purchase on the site, we administered a quantitative survey to uncover actionable drivers Overstock could use to increase their customer satisfaction, likelihood to repurchase in the future and how to empower recommendation of Overstock to their friends and family.
By blending this attitudinal survey data with individual purchase history, Emperitas found a customer lifetime value persona for the marketing department, along with multiple KPIs they now track when predicting key drivers behind purchase behavior for each product category along every stage of the customer journey.
Our team is continually delivering the most accurate business intelligence for B2B & B2C companies in the financial, e-commerce, health, SaaS and consumer product verticals. Below are more case studies that illustrate our unique capabilities. If you’re interested in a more in-depth explanation let’s talk.