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How a $1B fashion brand
accelerated growth through
customer advocacy

With triple-digit growth and a $1B valuation, Farfetch turned to customer advocacy to accelerate acquisition, achieving a 15% increase in new customers within nine months.
15%
increase in customer acquisition
20%+
of referrals driven by Name Share®
AOV
Higher AOV from referred customers
£100+
incremental revenue per referrer

Scaling growth
by leveraging existing custome

Farfetch had already achieved rapid growth, reaching a $1B valuation and building a highly satisfied customer base.

Recognising the strength of this existing audience, the team saw an opportunity to unlock additional growth by turning customer satisfaction into a driver of acquisition.

The challenge

Farfetch initially built its own referral programme, but failed to see any meaningful increase in acquisition.
  • Limited time and resources to develop and optimise the programme
  • A lack of proven results to justify further investment
  • Difficulty prioritising referral alongside other high-growth channels
While the potential of referrals was clear, it had yet to demonstrate enough impact to become a strong growth channel.

The solution: accelerating growth through a referral partner

Farfetch partnered with Mention Me to create a referral programme that could be launched quickly and continuously optimised.

The approach included:

  • Launching the referral programme within six weeks
  • Running A/B tests on offers across different customer cohorts
  • Using Name Share® to enable customers to share referrals more easily
Following early success, the programme was rolled out across multiple markets, with different offers and share options tested to maximise performance.

Results: 15% growth in customer acquisition

Farfetch’s referral programme delivered clear, measurable results within just nine months:
1
15% increase in customer acquisition
2
More than 20% of referrals driven by Name Share®
3
Higher average order value from referred customers
4
£100 more in incremental revenue generated per referrer
By attracting higher-value customers and encouraging them to refer others, Farfetch turned referral into a high-performing, revenue-driving growth channel.

Scaling faster with
the right referral partner

Working with Mention Me gave Farfetch the flexibility to continuously test, learn, and optimise its referral programme.

This helped the team to:

  • Test different referral offers across customer cohorts
  • Experiment with messaging and incentives to improve performance
  • Leverage Name Share® to make sharing more natural and effective
  • Apply best practices and insights from referral specialists
By combining experimentation with expert support, Farfetch quickly refined its approach, turning referrals into a scalable and reliable growth channel.

Why referral works

Farfetch’s results highlight the impact of referral marketing:
  • It drives measurable increases in customer acquisition
  • It attracts higher-value customers with stronger purchase behaviour
  • It generates incremental revenue from existing customers
  • It enables growth without relying entirely on paid channels
Because recommendations come from trusted sources, referral creates a steady and repeatable source of growth.

What Farfetch says about referrals

“We decided to outsource because we thought working with a partner could help us do more, learn more and achieve more in a shorter space of time.”

Anni Noel-Johnson Head of CRM and Customer Insight, Farfetch

Ready to turn your customers into your next growth channel?

For Farfetch, customer advocacy became a reliable driver of acquisition and revenue growth.
It can do the same for you.
Request a demo and see how referral works in practice
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