SUCCESS STORY

How Marks & Spencer achieved a 15.1% cart recovery rate with Insider's Web Push notifications

How Marks & Spencer achieved a 15.1% cart recovery rate with Insider's Web Push notifications

15.1%

cart recovery rate via Web Push

20%

increase in Web Push subscribers via Opt-In Overlay
Challenge

Challenge

Marks & Spencer needed to reduce cart abandonment, boost conversions and revenue, and grow opt-ins by delivering timely, relevant, and individualized online customer experiences.

Solution

Solution

Insider enabled Marks & Spencer to launch personalized web push and CDP-powered campaigns that re-engaged non-converters with timely promotions and streamlined opt-in experiences.

Result

Result

Marks & Spencer achieved stronger revenue impact, higher conversion rates, and increased subscriber opt-ins through targeted cart abandonment recovery and personalized engagement campaigns powered by Insider.

ABOUT THE CUSTOMER

Founded in 1884, Marks & Spencer (also known simply as "M&S") is a British retail brand best-known for its high-quality products and excellent customer service. M&S sells clothing, home products, and food. It operates over 950 stores in 62 countries and employs approximately 70,000 people worldwide.

INDUSTRY
Retail
SOLUTIONS
Overlays
CHANNELS
Web Push
Web Suite

SUCCESS STORY #1

Achieving a 15.1% cart recovery rate with targeted Web Push notifications

The Challenge

The average eCommerce cart abandonment rate is between 57% and 76%, meaning there's huge potential for brands to reclaim lost revenue through cart retrieval campaigns. M&S was searching for a platform that could help them drive cart abandoners back to the website to complete their purchase.

The Solution

Insider's growth experts helped M&S launch their first cart abandonment campaigns to remind visitors about the items left in their cart and encourage them to return to complete their purchase. These cart abandonment Web Push notifications complemented M&S's email strategy, providing a faster and more direct communication channel for first line response. Cart abandonment notifications have been one of M&S's most successful strategies so far for driving revenue.

Working with Insider has been a great process. The account management team is always really proactive and Insider web push channel complements our existing tech stack, providing a new and effective way for us to communicate with our customers. Implementation is a simple tag that you put on your site in order to go live.

Senior CRM, Loyalty and Channel Innovation Manager
Marks And Spencer

15.1%

cart recovery rate

353X

higher cart recovery rate than industry average

SUCCESS STORY #2

Boosting revenue by combining AI-powered segmentation with relevant and timely promotions

The Challenge

M&S was looking for ways to increase conversion rates and revenue by building relevant, individualized, and timely online experiences for each customer.

The Solution

Using Insider's Customer Data Platform (CDP), M&S was able to track the categories and collections that a visitor most recently browsed but did not convert — and then entice them back with timely and relevant promotions. M&S combined Insider's Web Push messaging channel with powerful AI-led segmentation to promote personalized “always on” campaigns to each customer, such as 3-for-2 offers on women's underwear. These targeted campaigns re-engaged non-convertors with timely and relevant promotions to encourage them to make a purchase.

Higher conversion rate

Increase in revenue

SUCCESS STORY #3

Increasing subscribers by 20% with a native opt-in approach

The Challenge

The team at M&S was looking for new ways to encourage customers to opt-in to receive notifications about relevant offers. Following the success of their cart abandonment Web Push campaign, M&S decided to use the tool again to tackle this challenge.

The Solution

Using Insider, they built a native opt-in for Web Push , allowing customers to subscribe to notifications in one simple step. This removed friction from the customer journey and helped ensure more users were opted in to receive timely, relevant, and personalized recommendations and reminders.

20%

increase in Web Push subscribers via Opt-In Overlay

Looking ahead

Looking ahead Looking ahead

Looking ahead

M&S plans to use Architect, Insider's customer journey builder powered by AI, to create personalized buying journeys at scale. Based on onsite behavior or predictive segments like "discount affinity" or "likelihood to purchase/churn", Architect triggers personalized, cross-channel journeys aimed at increasing traffic, conversions, and revenue.

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