Ultimate Performance Turns Insights Into Omnichannel Success With Bloomreach

Story Behind the Brand

Ultimate Performance is the world’s only global personal training business. Founded in 2009, the UK-based company employs an elite team of trainers operating in the brand’s private personal training gyms worldwide, helping thousands of clients achieve life-changing results every day.

uplift in click rates from personalized emails compared to un-personalized messages

uplift in click-to-open rates from personalized emails compared to un-personalized messages

Challenge

With modern customers regularly using multiple channels to engage with the brands that they love, Ultimate Performance knew that an omnichannel approach was the best strategy for their marketing efforts.

But speaking directly to customers on the right channels was a challenge with the company’s previous tech stack. Utilizing multiple platforms for different channels and marketing capabilities, the brand had to stitch together a variety of data sources to build multichannel campaigns. This hindered Ultimate Performance’s ability to create meaningful omnichannel experiences, and the lack of a unified data source made personalization a difficult task.

Solution

With Bloomreach Engagement, Ultimate Performance consolidated all its channels and marketing tools into one powerful solution, streamlining its campaign-building and empowering all its customer experiences with real-time data.

Bloomreach organizes all of the company’s customer data into a single customer view, creating customer profiles that reflect every individual’s real-time relationship with the brand. This gives Ultimate Performance an up-to-the-minute understanding of each customer’s wants and needs, allowing for omnichannel customer journeys that unfold with each new interaction and adapt to changing customer behavior.

Now, the company can reach every customer where it counts, delivering campaigns across email, SMS, push notifications, and WhatsApp to serve impactful, engaging campaigns. And building these campaigns is no longer a disjointed process — utilizing Bloomreach’s drag-and-drop customer journey builder, Ultimate Performance can personalize every step in the customer experience, seamlessly employing the right channels, triggers, and conditions to serve its customers best.

The advanced features of Bloomreach have proven extremely valuable. It allowed us to build a comprehensive view of clients and prospects, gain deeper insights, and create better customer segments. We can now personalize client interactions throughout the sales funnel and across all our channels, which has been huge for us.

James Walker

CRM Manager, Ultimate Performance Fitness

Results

Bloomreach Engagement’s unified marketing capabilities have empowered Ultimate Performance to build the omnichannel campaigns they envisioned, which enabled the marketing team to focus on optimizing their wins and testing innovative ideas. The company aims to incorporate even more personalization at scale, implementing Bloomreach Engagement’s advanced reporting, dashboards, and A/B testing tools to do so.

The brand’s introductory email in its inquiry campaign journey is a perfect example of this. Ultimate Performance tested the impact of a highly-personalized email template for its onboarding audience, tailoring the opening email to each customer’s unique fitness goal that they selected upon signing up. Compared to the un-personalized control email, this A/B test yielded impressive results: The personalized email received a 11% uplift in click rates along with a 23% uplift in click-to-open rate compared to the control version.

With results like these, Ultimate Performance is bolstering its personalization efforts and harnessing Bloomreach Engagement’s expansive toolset to build more advanced campaigns and experiments. The brand now has the marketing technology it needs to reach its customers on the right channels, act on its customer insights, and create limitless customer experiences.