Personalisation strategy puts Lovehoney virgins at ease

Online adult retailer Lovehoney is hailing the implementation of a new customer experience platform for an increase in converting first time shoppers, many of whom are reluctant to buy products because they are concerned whether their purchase choice is “normal”.
The company, whose products include sex toys, lingerie and lubes, has brought in personalisation solution Monetate, along with customer experience optimisation consultancy LeanConvert.
The retailer is already seeing an improvement in the brand’s capacity to engage customers, drive sales and boost completed order conversion rates, driving higher revenues.
Using the Monetate platform and its Session Stream API, LeanConvert has created a live feed of data to highlight the popularity of the products being viewed.
By providing messaging such as “485 visitors have viewed this product in the last 24hrs”, Lovehoney eases consumers’ insecurities and facilitates an easy purchase process leveraging “social proof”, when people look to the actions of others in an attempt to reflect correct behaviour.
Lovehoney has already increased order conversion rate by 7.37% for new visitors by using advanced segmentation and personalisation capabilities via the Monetate platform. By knowing the unique challenges, Lovehoney has overcome any hesitations at point of purchase, turning passive buyers into customers.
Customer segments have also seen a 4% uplift using the combination of Monetate and LeanConvert.
Lovehoney head of ecommerce Matthew Curry said: “We strive to provide world-class service to our prospects and customers in every way, across all channels. By using powerful data, insights and personalised experiences, we were able to give existing customers and new visitors the confidence to make their purchases.”

TOPICS:ecommerce Lovehoney Monetate personalisation