Challenge

Sky wanted to improve the customer journey and ultimately have it convert to more sales, particularly over a key trading period; Black Friday. Leaning on Giftcloud's expertise in digital gift card rewards, Giftcloud looked to provide a more seamless and immersive experience for Sky customers by fine-tuning the digital customer journey. Quickly the aim was adjusted to not only increase sales but also improve customer understanding of the offer and reduce therefore customer queries

The objectives were to:

• Increase conversion rates & customer acquisition
• Expand Reward Channels
• Boost Customer Engagement
• Optimise Customer Care

Results

Optimised marketing campaigns resulted in a significant upswing in sign-ups and new customer acquisition for Sky, with Sky Stream experiencing the most substantial growth. Enhanced data capture pages and a streamlined user journey dramatically reduced customer care interactions by 45%. The effectiveness of strategic rewards was further demonstrated by increased gift card utilisation and record-breaking acquisitions during the Black Friday period. Consequently, the number of Sky customers receiving rewards soared by 199% between the first half of 2023 and the first half of 2024, showcasing the powerful impact of the revised reward strategy.