FREE GUIDE FOR RETAIL CRM AND LOYALTY TEAMS
The 5 Customer Moments Where Retailers Win With Personalised Video
At each of these moments, personalised video produces results traditional loyalty campaigns never will.
Most retail brands run the same playbook. A welcome email when someone joins. A birthday discount in their birth month. A "we miss you" nudge after 90 days of silence. Customers open it, skim it, move on.
You have the data. Purchase history. Loyalty scores. Behavioural signals that tell you exactly where each customer stands. What is failing is how you show up in the moments when their attention is yours to win.
There are five moments in every customer lifecycle where engagement is highest and attention is closest. The retailers hitting 10x response rates and 92% view rates are not writing better subject lines. They are sending something customers watch, rewatch, and remember.
This guide is about those five moments.
You have the data. Purchase history. Loyalty scores. Behavioural signals that tell you exactly where each customer stands. What is failing is how you show up in the moments when their attention is yours to win.
There are five moments in every customer lifecycle where engagement is highest and attention is closest. The retailers hitting 10x response rates and 92% view rates are not writing better subject lines. They are sending something customers watch, rewatch, and remember.
This guide is about those five moments.
What you get inside
The 5 customer moments where personalised video outperforms traditional loyalty campaigns
Why "rewatch" is the only metric that tells you if your campaign landed
Real campaign examples from retail brands across Europe such as Nespresso, Kop & Kande, Sport Vision, Ahlsell
A readiness scorecard: where your team stands and which moment to start with
The mistake CRM teams make when they first test personalised video, and the simple way to avoid it
WHO IS THIS FOR
CRM and loyalty teams
who are running campaigns but not moving the retention needle. Your data is there. Your marketing automation is running. But right now, nothing is separating your campaigns from every other retailer in your customer's inbox. This guide shows you the five moments where video personalisation changes that.
Marketing leaders
who are running campaigns but cannot point to one that changed what a customer did next. You are being asked to prove that CRM spend is moving retention metrics. The retailers in this guide were in the same position.
Retention teams
who know there is more to churn than price. Your customers are not always leaving for a better deal. Sometimes they just stopped feeling like more than a transaction. This guide identifies exactly when that changes, and what it looks like when it does.
Hundreds of campaigns and projects
92%
View rate
35%
Conversion rate
200
Personalised video campaigns
Download your free copy