Purely Diamonds: Personalised CRM Sparks Big Engagement & Revenue Gains

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The Client

Purely Diamonds is a leading & trusted diamond jewellery brand with over 40 years of experience designing and manufacturing fine diamond jewellery from our London workshop.Since 1979, we've built up hard-to-rival expertise in customer service, sourcing exceptional diamonds and creating beautiful bespoke diamond jewellery. All our pieces are designed and created in-house at our workshop/studio in London by the Purely Diamonds team.

Purely Diamonds diamond ring

The Challenge

  • No automated emails and limited internal resources
  • Email channel used only for occasional broadcast campaigns (e.g. Black Friday)
  • No welcome series for new subscribers to introduce the brand

Objectives

Build out personalised email communications to improve engagement and conversions

Strategy Highlights

A three stage approach:

  1. Gather more preferences. Capture customer interests to enable segmentation.
  2. Build out automation series. Welcome journeys, follow ups, and tailored product recommendations.
  3. Optimise. Refine timing, messaging, and audience targeting for continuous improvement.

The Results

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Clicks up 23% despite sends being down 29% (due to fewer, more targeted sends)

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Personalisation impact: Open rate +31%

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Personalisation impact: Click through rate +72%

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Personalisation impact: Conversion rate +165%

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Personalisation impact: Revenue per email +165%

We continue to work with Purely Diamonds to grow their database and improve customer engagement.

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Contact us to find out how we can reduce your reliance on paid and work together to elevate your business to the next level.