Case Study #3 Zero Party Data Collection Onsite Pop-Up

Industry: Luxury Retail / Designer Accessories
Services: Zero-Party Data Strategy, Lifecycle Architecture, Signal Diagnostic
Tools Used: Emarsys, Lexer, Benchmarking

The Challenge

A luxury brand approached us to explore a new Welcome Pop-Up for customer sign-up and data collection.

The business had clear reservations:

Pop-ups risk feeling transactional or intrusive, undermining the premium experience.
There was concern that introducing this mechanic could increase bounce rates and dilute brand equity.

They didn’t need just another acquisition tactic.
They needed an elegant, data-driven solution aligned with their luxury positioning.

Our Approach

We started with a Signal Diagnostic—combining pre-launch site analytics, qualitative UX reviews, and cultural benchmarks for luxury e-commerce.

We designed a Welcome Pop-Up experience that was:

Subtle in design and interaction.
Timed thoughtfully to avoid interrupting browsing.
Worded to feel like an exclusive invitation rather than a sales prompt.

To address internal concerns, we implemented a rigorous monitoring framework, tracking bounce rates, conversion quality, and cannibalisation of other sign-up channels.

Results

Strong performance without compromising experience:

2,431 new client sign-ups via the Welcome Pop-Up since launch.
Sign-up rate of 1%, just below industry benchmarks (3%)—an expected result due to the brand’s decision not to incentivize with discounts.
Conversion rate of 3.8%, demonstrating that acquired customers were highly qualified.
$1,195 average order value—higher than any other acquisition channel tested.
9% of all new account creation now attributed to this channel, diversifying customer acquisition.
No significant change in bounce rate, validating that the pop-up did not disrupt the browsing experience.

Insights

Careful creative execution and tone of voice can make zero-party data collection compatible with a luxury experience.
A measured approach—testing incrementally, monitoring closely, and maintaining aesthetic standards—helped build internal confidence.
The quality of new customers exceeded expectations, confirming that the channel was not only effective but brand-enhancing.