Business Platform
Sincere
Driving customers back to stores with WhatsApp messages and coupons
Brand
WhatsApp Business Solution Provider
Hong Kong-based retail group The Sincere Company Limited (Sincere) partnered with Sanuker, a Meta Business Partner, to develop a WhatsApp messaging campaign promoting in-store coupons, resulting in a 72% redemption rate and a 290X return on ad spend.
25%
click-through rate for coupons delivered via messages on WhatsApp*
72%
redemption rate for coupons delivered via messages on WhatsApp*
290X
return on ad spend*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
A rich history in retail
Given its founding in 1900, Sincere has a reputation for being one of Hong Kong’s oldest and most respected retail groups. In the 1930s and 40s, Sincere operated one of the largest department stores in Shanghai. Today, Sincere specializes in selling high-quality products from all over the world, including fashion apparel, shoes and handbags, sports equipment, household goods, electrical appliances, bedding and bath, travel, and food.
Their Goal
____
Re-engaging customers
Sincere wanted to re-engage dormant customers and drive repeat sales from its most loyal shoppers by inspiring them to shop in its stores.
“With Sanuker’s help, we were able to leverage WhatsApp’s innovative message broadcasting solution based on our pre-existing customer segments, which helped us to reconnect with our dormant and VIP customers in an engaging and impactful way. The seamless integration of this online-to-offline campaign significantly boosted foot traffic to our stores and achieved impressive results. We highly recommend WhatsApp as a powerful tool for reconnecting with your customers.”
David Li
Marketing Manager, The Sincere Company Limited
Their Solution
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Targeted promotions on WhatsApp
As a traditional retailer, Sincere primarily generates sales through its stores. Over time, the company has built a robust database of voluntarily collected customer information, including phone numbers. Sincere partnered with business messaging consultant Sanuker to deliver a coupon campaign to customers using WhatsApp messages that re-engaged dormant customers and drove continued sales from its most loyal shoppers.
Once a customer received the WhatsApp message as part of the campaign, they could choose to click “Redeem coupon” to claim the offer. A unique digital coupon code was then generated for their personal use. Customers were eligible for either a HK$100 or HK$500 coupon depending on their shopping history. They could then redeem the coupon in-person at one of Sincere’s retail locations by presenting a QR code.
Their Success
High redemption and ROAS
The team closely monitored performance throughout the campaign (October 1-November 3, 2024) and reported high redemption rates and an exceptional return on ad spend:
- 25% click-through rate for coupons delivered via messages on WhatsApp*
- 72% redemption rate for coupons delivered via messages on WhatsApp*
- 290X return on ad spend*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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