No more skirting around the value of CX

How a connected customer experience led to a 92% increase in direct revenue from email marketing.

Focus area

CRM & Automation
Data & Measurement
Email Marketing
PR
Strategy
UX/UI Design

Industry

Retail

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Overview

Factory Direct Flooring (FDF) is one of the UK’s largest national suppliers of quality flooring. Offering 500+ of flooring options from laminate and vinyl to real wood; the company operates in a highly competitive online space, where it competes on range, price and delivery to steal an edge over its high street competitors.

Brief

Having now worked with our CXO, James Bavington since 2008, StrategiQ has seen the business go from being a high street shop to a national online retailer.

Briefed to supply Paul Hambidge, FDF’s Managing Director, with fresh ideas and a strategy to propel the business’s growth, our response was a multifaceted approach, underpinned by one simple focus: a positive customer experience.

Success

Prior to our strategy, FDF was sending regular emails, but unstructured campaigns and unfocused messaging meant that they were missing valuable opportunities to nurture and upsell. Automation was key to our success. By uterlising smart segmentation techniques based on purchase behaviour criteria, we were able to design a series of emails and then test and optimise the content to appeal to users across their customer experience.

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“Due to the incredible SEO strategy last year – 2023 has been set-up to be a strong year despite the current economic downturn. After several consecutive years of falling in the rankings with our previous agency, StrategiQ overhauled our SEO strategy over a 4 month consulting period, propelling our rankings into the highest visibility position our company has ever been in. When performing, SEO is our most valuable traffic source so to have seen consistent performance over the past 2 years has been transformational for our business. I was delighted to see James and Phill pick-up the UK Search Award in November 2022 for their work on our campaign together.”

Paul Hambidge

Company Director, Factory Direct Flooring

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