Project Website and online salesSector Retail & Commerce
Context
Repurchase was the heart of the business, yet it required as many steps as a first purchase: find the reference, add it to the basket, enter delivery, confirm payment. A client ordering the same assortment every two months repeated that journey identically. And subscription, where it existed, lived alongside e-commerce rather than within it: changing frequency meant cancelling then subscribing, and the loyalty programme ignored subscription orders.
Challenge
Reducing repurchase to a minimum of steps without commoditising the product: simplification, pushed too far, turns a premium brand into a vending machine. And serving several countries means handling currencies, taxes and lead times without multiplying journeys.
Objectives
- Reduce the repurchase journey for a known client in their client space.
- Integrate subscription management into e-commerce rather than beside it.
- Allow frequency and assortment changes without cancellation.
- Base loyalty on regularity rather than volume.
- Serve an international clientele with its currencies, taxes and lead times.
Catalogue, subscriptions and loyalty for an international clientele, with a repurchase journey reduced to a minimum of steps. A frequency changes without cancellation, and subscription orders count towards loyalty.
Areas of expertise
Customer Portals & Loyalty
Subscription Management & Paywalls
E-commerce & Booking
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