Case Study: Vera Bradley lifts CSAT 8% in a single quarter with ActionIQ CDP
Key results
The challenge
Vera Bradley, a lifestyle brand driving roughly $500M in annual revenue across more than 2,300 retail locations, had customer data spread across hundreds of IT jobs and reports that marketers could not self-service. This limited how quickly teams could iterate campaigns and optimize marketing spend toward higher-quality customer acquisition.
The solution
As part of a multi-year customer-centric transformation led by Chief Customer Officer Daren Hull, Vera Bradley deployed ActionIQ to unify behavioral and transactional data in a single platform, model high-LTV audiences, and give business teams direct, self-service access to customer data.
“We have a focus to provide an excellent experience for customers—and that's where a CDP comes in.”
DHDaren HullChief Customer Officer, Vera Bradley
The results, in context
With ActionIQ in place, Vera Bradley connected customer events to product attributes and documented an 8% lift in CSAT in a single quarter. The brand also reported a contribution to a double-digit year-over-year increase in customer count, and moved a brick-and-mortar pilot store from the chain's poorest performer to one of its best.