Driving Repeat Purchases in a Crowded Market: Our Work with LNDR

It is easy to put your website at the bottom of your priority list when you have ever-increasing sales targets and limited budgets.

But your website is a critical part of your digital ecosystem. It needs to align with your other digital activities to ensure brand consistency and a streamlined customer journey.

Take LNDR, for example. The global athleisure brand offered high-quality, long-lasting products but was losing market share to newer competitors.

Struggling to stand out and connect with their audience, they turned to Pome.

We helped LNDR recognise that their website was key to differentiating them in a crowded market and supported a website overhaul that reengaged their customers, encouraged repurchase and increased repeat sales by 24%.

Here's how we did it:

Differentiating in a Crowded Market

LNDR needed to understand their customers deeply to carve out a strong position in the market.

We began with our Contextual and Market Intelligence Insights, an intensive two-week sprint of qualitative customer research. This revealed key purchase drivers, assessed product messaging, and key imagery.

We also analysed social conversations, identifying trending hashtags and phrases that resonated with LNDR's target audience and e improved brand and copy consistency across digital platforms.

Our research uncovered key opportunities and risks:

• New Audience Opportunity: LNDR's true target market was 30-45 year-olds, not the 17-25 demographic they had initially targeted.
• Lack of Repeat Purchases: 76% of customers were one-time buyers, highlighting the need for a strong retention strategy.

These insights reshaped LNDR's marketing approach, enabling them to focus on the right audience and improve customer loyalty through a tailored website and strategy.

Maintaining Brand Advocacy

LNDR's products embodied high quality and functionality, but their website struggled to reflect this , causing confusion among customers. For example, many shoppers needed help with sizing and fit, leading to frustration and high return rates.

We addressed this issue by applying best-practice UX techniques to streamline the shopping experience. This made it easier for customers to find the right size and improved the buying process.

As a result, the website began to align with customers' brand expectations, helping to increase LNDR's conversion rates.

Enhancing UX & Communication for Retention

With customer personas identified and purchase journeys mapped, we helped LNDR create a comprehensive retention strategy for the website.

Our focus was on improving communication and engagement throughout the entire customer journey.

We ensured that the website experience matched the brand's promise of high-quality, seamless service, building customer trust and increasing long-term loyalty.

As a result, repeat purchases grew from 22% to 48%, doubling the rate of returning customers.

Achieving Long-Term Success in a Competitive Market

LNDR's journey proves that a customer-centric, data-driven approach is key to standing out in a competitive market.

By prioritising their website, understanding their audience, refining their messaging, and optimising the user experience, we helped LNDR boost brand awareness and customer loyalty.

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