Longchamp Drives Post-Purchase Engagement and Enhances CX with Yocuda's Digital Receipts
LONGCHAMP: customer-centricity goals
- Accelerate the digitalisation of its store operations with added personalisation.
- Create a seamless omnichannel journey.
- Increase post-purchase engagement, closing the loop on in-store to online customers.
- Align in-store operations with sustainability goals by reducing paper receipt printing.
THE SITUATION: enhance their retail operations and customer experience
Longchamp set out to modernise its in-store retail experience to keep pace with today’s digital-savvy shoppers. A key focus was improving in-store data capture to better identify customers, boost post-purchase engagement, and build a more connected omnichannel experience.
Sustainability also remained a priority. The brand looked to implement solutions that aligned with its values: longevity, sincerity, and optimism, while supporting its ongoing CSR commitments.
THE SOLUTION: dynamic digital receipts rolled out globally
Yocuda’s digital receipts were rolled out across 135 Longchamp stores in 23 countries, replacing the traditional receipts with dynamic and interactive, highly personalised emailed receipts.
New store customers receive their digital receipt by sharing their email at checkout, while returning customers are automatically recognised via the POS. In both cases, the mobile-friendly receipt is sent instantly.
Each receipt includes relevant brand content, service info, personalised product suggestions and links to new collections – all dynamically localised to match the shopper’s country and language.
KEY RESULTS IN 2024: a post-purchase engagement success
- 590,000 digital receipts emailed to customers across the world.
- Average open rate: 73%
- Average click-through rate: 5.5%
- Maintained and improved their treasured and valued customer relationships.
- Increased personalisation, improving the customer experience.
- Saved the equivalent of 1.4 tonnes of carbon emissions and saved paper & print costs.
“Thanks to Yocuda, our digital receipts now perfectly reflect the atmosphere and elegance of our stores. The customer journey no longer ends when they leave – instead, we can continue to engage with them by sharing our latest products, collections, and brand stories directly in their inbox.”
– Benoit Schmid, IT Retail Manager at Longchamp.
