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How Feel Good Contacts
boosted retention by
19% YoY

After partnering with Mention Me, the UK-leading, customer-centric eyewear supplier saw big improvements in acquisition quality, engagement and retention.
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19%
Increase in retention year on year
10%
Increase in new customer acquisition year on year
4x
Referred customers introduce 4x more people

Rewarding loyal fans, not just new customers

Feel Good Contacts wanted to buck the industry trend of prioritising new customer discounts, and instead reward its loyal fans through innovative referral incentives.

With 65,000 reviews, it knew it had a happy, engaged customer base it could delight even further.

19%
increase in retention year on year
65,000
customer reviews

The challenge

Feel Good Contacts set out to do things differently:
  • Rewarding existing customers instead of leaning on new customer discounts
  • Acquiring higher-value shoppers through the people who already love the brand
  • Understanding customer behaviour well enough to target engagement
It needed a referral partner that could turn a happy customer base into both better retention and better-quality new customers.
10%
increase in new customer acquisition year on year
4x
more people introduced by referred customers

The solution: test, learn and reward directly

Feel Good Contacts used Mention Me's data centre to boost retention and satisfaction, giving the team a clearer view of customer behaviour so it could put targeted engagement strategies in place.

After A/B testing with Mention Me, it replaced its initial third-party voucher strategy with direct customer incentives, a change that significantly improved the programme's performance.

The approach included:

  • A/B testing incentives to find what really motivates customers
  • Switching from third-party vouchers to direct customer rewards
  • Using referral data to understand behaviour and target engagement

Results: turning word of mouth into
measurable growth

Feel Good Contacts' referral programme delivered measurable results:
1
19% increase in retention year on year
2
10% increase in new customer acquisition year on year
3
Referred customers introduce 4x more people
A substantial impact on the bottom line, with customers kept happy and engaged along the way.

What's next for Feel Good Contacts

Feel Good Contacts plans to bring Mention Me's capabilities into its first-of-its-kind mobile app, which drives 24% of monthly orders. Mention Me will also play an important role in the brand's personalisation strategies across its main product categories.

Hear from Feel Good Contacts

“In terms of the results, it's had quite a substantial impact on our bottom line but also kept our customers really happy and engaged, and the reviews prove that.”

Nimesh ShahCOO, Feel Good Contacts

Ready to turn your customers into your most powerful growth channel?

For Feel Good Contacts, referral drove better retention and higher-quality new customers.
It can do the same for you.
Request a demo and see what referral could do for your brand
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