Case

Unilever aimed to integrate offline and online channels to enhance customer conversion and loyalty strategies across the entire customer journey, ensuring consistent service across all touchpoints.

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Answer

Cadastra assembled an analyst team to study customer behaviour, identifying 5 distinct consumer clusters and mapping touchpoints from awareness to post-purchase across online and offline channels. This initiative aimed to create a seamless and unified customer experience.

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Results

The outcomes included:

60% increase in engagement from inactive users

24% share of website revenue

CRM emerging as the third most profitable revenue channel

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