We sat down with Nimesh Shah, COO of Feel Good Contacts, to discuss how customer love is driving impressive growth...
Feel Good Contacts is a leading UK supplier of contact lenses and prescription glasses, established in 2008. Loved by its customers, the eyewear experts partnered with Mention Me and saw big improvements in acquisition, engagement and retention.
Read on for insightful stats, eye-opening quotes, and visionary plans from Feel Good Contacts’ COO.
Alternatively, watch the full conversation with Feel Good Contacts on our YouTube channel.
Referral success with Mention Me
Since integrating Mention Me’s platform, Feel Good Contacts has recorded a remarkable 19% increase in customer retention year-over-year.
"They [Mention Me] have provided us with key data insights into our most loyal customers, particularly their behavioural patterns. This has allowed us to increase our retention by 19% year-on-year.
Additionally, through referrers brought to us by Mention Me, we've increased new customer acquisition by 10%."
- Nimesh Shah, COO of Feel Good Contacts.
The partnership also had a substantial impact on overall customer satisfaction. Shah noted how Mention Me helped in "keeping our customers really happy—really engaged, and the reviews prove that."
Why Mention Me?
In a market fixated on new customer discounts, Feel Good Contacts noticed an oversight: existing customers often feel undervalued.
"We wanted to give back to our customers," explains Shah. He highlights the prevalent industry trend of favouring new customers with discounts, often at the expense of long-term customers.
This revelation led to Feel Good Contacts prioritising customer retention and the decision to partner with Mention Me.
“That's what led us to the decision," Shah adds. "We wanted to give that to our customers, and Mention Me was the right company to do it with.”
The impact of A/B testing
Feel Good Contacts initially considered offering third-party vouchers, like Amazon spend, assuming their customers would appreciate it.
However, "Running the A/B tests on Mention Me showed us that offering £5 or £5 credit to our customers for referrals, and providing the referrer with £5 off on our website, worked significantly better.The numbers proved it."
What’s next with Mention Me?
“Mention Me goes hand-in-hand with our omnichannel strategy.” Although the partnership hasn't yet extended to the first-of-its-kind mobile app, which accounts for up to 24% of monthly orders, plans are in motion.
Shah expressed optimism for the future:
“We've seen positive results on our websites where Mention Me has allowed us to increase our retention.
“So, putting that to work on 24% of users is something where, in the next 12 to 18 months, we're definitely going to take advantage of, and that group of customers are definitely going to be happy about it.”
The future looks good for Feel Good Contacts
Looking forward, Feel Good Contacts is set to expand personalisation strategies across its two main product categories. Shah shared the company's enthusiasm:
“We definitely want to take more advantage of personalisation”. The brand has a great level of personalisation, two separate categories of contact lenses and glasses on the website. That means two different audiences.
“So we definitely want to explore that and essentially tailor strategies effectively for referral campaigns for both separately.” Shah explained.
For more details about Feel Good Contacts' success with Mention Me, watch the full conversation here.
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