Leveraging User Data: How Mr. Lube achieved a 222% lift in customer engagement by creating a personalized experience

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Mr. Lube is a Canadian chain of automotive maintenance service centers and an overall industry leader. The organization was challenged with customer retention and relationship management across the various touch points.

In this webinar, Andrea Shaikin, Director of Customer Experience and Engagement (former) at Mr. Lube will discuss how her team identified the need to use data for the purpose of identifying customer behavior which provided rich customer insights for the delivery of more personalized messages along the purchase process. You will learn:.

  • How to determine what data is most important
  • How to transform that data into rich customer insights
  • How those insights can inform personalized messaging
  • How to leverage personalization across an entire purchase process

Using the tactics discussed in this webinar, Mr. Lube was able to achieve a 29% increase in open rate, a 222% increase in clickthrough rate, and a 20% decrease in bounce rate.


About Andrea Shaikin

Catharine HaysAndrea Shaikin is the former Director of Customer Experience & Engagement for Mr. Lube Canada (the Canadian leader in automotive maintenance service) where she headed CRM, Customer Retention, Digital and Social Marketing. Prior to Mr. Lube she spent 9 years at the Royal Bank of Canada leading Client Engagement and Retail Rewards for the RBC Rewards loyalty program; and she has also held roles with Citigroup/Home Depot Canada and the Hudson’s Bay Company. Currently, she is the Director of Marketing, Loyalty and Innovation at Staples Canada .