# Personalizing the digital customer journey

[Canonical HTML source](https://seen.io/case/personalizing-the-digital-customer-journey)

A thank-you film naming the group each supporter was raising money for.
## Results

- 82% revenue increase against benchmark
- 73% more transactions
- 89% growth in digital storefront traffic
## Campaign context

Brand: Newbody Family

Industry: Retail

Customer journey: Loyalty
## About Newbody Family

Newbody Family supports community initiatives through exclusive fundraising, selling quality products to help school classes and sports teams reach their goals.
## Quote

> Working together with our production company and Seen on this project has gone really well; they have challenged our thinking and provided proactive suggestions on how to optimize the distribution to our recipients.
>
> — Johanna Ahlén, Head of Commercial, Newbody Family
## Challenging the impersonal nature of digital sales

As Newbody Family moved to digital sales, they noticed a decline in per-customer revenue. Despite digital transactions making up 68% of total purchases, the lack of personal interaction began to erode the connection with customers that sustains loyalty and support.

## A personal connection through video

To bridge that gap, Newbody Family partnered with Seen to create a personalised thank-you video. Using customer-specific data such as names, supported groups or teams and contribution amounts, the films celebrated individual support. Seen's technology distributed these messages at scale, blending digital convenience with a personal touch.

## Results

Against previous benchmarks:

- **Revenue** increased by 82%
- **Transactions** rose by 73%
- **Digital storefront traffic** grew by 89%
- **Open rate** improved to 60%, from 43% in standard communications
- **Click-to-open rate** increased to 43%, from 5% in standard communications

Through this addition to their digital customer journey, Newbody Family gained a scalable method to sustain and deepen connections with each of their supporters.