CRM consultancy, creative development, brand positioning.

A household name for over thirty years, Matalan has an enviable customer base – one which needs to be managed well and engaged with relevant messaging if it is to be successfully nurtured. We were approached to provide consultancy on two company-wide CRM projects – one to establish email best practice and the second to develop a new loyalty proposition.

With the output being a bespoke guide to email best practice for the loyalty team, we developed a set of rules by which the brand can communicate with its customers - and en route, we were able to illustrate how a whole vault of ideas could be applied to ensure continued engagement with its core personas.

Loyalty is a huge opportunity for Matalan – the brand enjoys a privileged position in the UK’s shopping habits and so needs to acknowledge, engage and reward that loyalty. We helped to develop a modern and relevant loyalty proposition for the retailer – this included market research, competitive assessment, stakeholder workshops, creative development and strategic positioning.