Customer Story
Challenge: Stand out and increase engagement during the competitive holiday season
Solution: Launch an interactive, gamified Rich SMS campaign
Results: Exceptional engagement metrics and a measurable business lift
“This SMS campaign was truly unique and aligned with the DNA of our loyalty program, which is based on a gamified and dynamic approach. The campaign has played a key role in strengthening Citadium’s identity as well as our credibility with our member community. The collaboration with Sinch on this campaign was particularly smooth and rewarding.“
Since 2000, Citadium has been the Printemps Group’s go-to urban fashion brand, setting itself apart as a lifestyle hub for 15- to 25-year-olds. The brand curates the “haut de gamme” (top of the line) in fashion, sneakers, and accessories. Every year, it welcomes nearly eight million visitors across its nine stores and website.
To maintain its status as a place for cultural exchange and discovery, Citadium is constantly looking for ways to elevate the customer experience, especially for its highly engaged “Planet C” loyalty program members.
Every November, customer inboxes overflow with generic “can’t-miss” Black Friday deals and exclusive previews. Citadium knew they needed an activation that felt personal, playful, and impossible for their loyal customers to ignore.
The brand’s brief was clear: build genuine anticipation ahead of Black Friday, reward their most loyal customers with a sale preview,; and prove lift beyond simple metrics.
To do this, they needed a marketing channel where they could stay on-brand by weaving in their whimsical “Planet C” universe and prove its effectiveness with clear metrics.
Citadium teamed up with Sinch to launch an interactive Rich SMS experience that stood out in crowded inboxes. They designed it to feel like a portal to another world, aligning directly with the “Planet C” loyalty program’s theme.
The frictionless experience and well-timed launch just before Black Friday made translated directly into exceptional campaign performance:
Citadium shared that this unique campaign was a perfect fit for their fun, gamified loyalty program, which strengthens its credibility with the member community.
Audrey-Marie Pasbeau, CRM Manager at Citadium, described working with Sinch to implement the campaign as “particularly smooth and rewarding.” The success has reinforced Citadium’s commitment to delivering a modern, engaging customer experience.
Following the campaign’s success, Citadium plans to expand its use of Rich SMS for future customer activations and A/B test emerging channels like RCS to keep engagement high.
