Transforming Customer Loyalty with Personalised Shopping Experiences
At The Pixel, we are proud to have partnered with Poundland to revolutionise their customer loyalty strategy through personalised experiences powered by Adobe Commerce and Adobe Experience Cloud. The goal? Enhance customer loyalty by leveraging real-time data insights to create a seamless and highly engaging shopping experience.
The Challenge: A Digital Transformation for Loyalty
Poundland faced key challenges in:
- Migrating to a modern commerce platform to support scalable growth.
- Integrating customer data across in-store and online channels.
- Optimising loyalty engagement through personalised offers and a frictionless shopping experience.
The Solution: A Fully Integrated Adobe DX Suite
To achieve Poundland’s vision, The Pixel implemented an end-to-end solution with Adobe Commerce, Adobe Real-Time CDP, Adobe Target, and Adobe Customer Journey Analytics, ensuring a data-driven, customer-centric approach.
The Personalisation & Loyalty Journey
Phase 1: Adobe Commerce Implementation
- Migrated Poundland’s eCommerce to Adobe Commerce, enabling a scalable omnichannel platform.
- Integrated Offer Decisioning API to deliver one-to-one personalised offer pages.
- Developed an intuitive UX that improves the checkout process and seamless loyalty program integration.
Phase 2: Unifying Data with Adobe Real-Time CDP
- Consolidated in-store and online customer data into a single view.
- Implemented real-time data ingestion, capturing web events, online purchases, and daily in-store transactions.
- Laid the groundwork for Adobe Target product recommendations, allowing personalised product discovery.
Phase 3: Driving Personalisation with Adobe Target & Journey Optimizer
- Used real-time segmentation to deliver dynamic and personalised promotions.
- Implemented AI-driven recommendations based on browsing history, purchase behavior, and loyalty engagement.
Phase 4: Insights & Continuous Optimisation with Adobe Customer Journey Analytics
- Enabled data-driven decision-making by tracking customer engagement, shopping frequency, and loyalty program performance.
- Future phases will focus on leveraging Adobe CJA for refined personalisation strategies, enhancing user experience and sales growth.
The New Personalised Loyalty Experience
Data-Driven Personalisation
- Adobe Real-Time CDP enables tailored customer journeys using real-time insights.
- Holistic customer profiles integrate online and in-store transactions, geographic data, and spending habits.
- AI-powered personalised recommendations delivered across digital and physical touchpoints.
Loyalty Program Enhancement
- Adobe Journey Optimizer ensures real-time loyalty rewards and incentives at the right moments.
- The Poundland Perks app delivers exclusive discounts and rewards, driven by the Offer Decisioning API within Adobe Experience Platform.
Omnichannel Consistency
- Personalised promotions available across app, website, and in-store digital touchpoints.
- Seamless, unified experience across all channels, ensuring relevant and timely interactions.
Target Audience – The Poundland Loyalty Shopper
Meet Sarah, the ideal Poundland Perks user:
- Budget-Conscious & Deal-Seeker: Actively looks for the best discounts and exclusive deals.
- Exploration-Driven Shopper: Loves discovering new products and engaging with personalised recommendations.
- Frequent & Multi-Channel Buyer: Shops in-store weekly, browses online, and tracks rewards through the Poundland Perks app.
Sarah’s loyalty is strengthened through real-time, personalised experiences, ensuring she remains engaged and continues to shop more frequently.
Results & Business Impact
- 2 Million + App Downloads – Widespread adoption of Poundland Perks.
- 50% Higher ATV for Members vs. Non-Members – Increased spend among loyalty members.
- 12% Increase in Visit Frequency – Members shop more often and stay engaged.
While measuring percentage uplift is complex due to a lack of pre-loyalty program reporting, the impact is clear – data-driven personalisation boosts engagement and revenue.
Driving the Future of Personalised Commerce
Through our collaboration with Poundland and Adobe, The Pixel has successfully transformed digital loyalty engagement, making personalisation the key to sustained customer loyalty and business growth. As we continue to optimise and expand the capabilities of Adobe Experience Cloud, the future of Poundland Perks promises even greater innovation and customer engagement.
