Scottish luxury department store, House of Bruar, has transformed its in-store CX with dynamic digital receipts from Yocuda, turning everyday transaction records into valuable post-purchase touchpoints.

The move to e-receipts has given House of Bruar greater visibility into purchasing habits made within its physical store, as well as offering post-purchase engagement to drive repeat purchase and loyalty.

Allowing store colleagues to easily capture and validate email addresses at the checkout, Yocuda is helping the retailer bridge the data gap between online and offline shopping behaviours, while also growing its opted-in data to fuel its CRM efforts.

“Digital receipts have been a valuable addition to the in-store customer journey, giving customers a convenient, paperless way to keep track of their purchases while also creating another touchpoint with House of Bruar,” said Ali Black, Head of Retail at House of Bruar.

The introduction has also made the retailer, often described as the Harrods of the North, challenge its assumptions of digital adoption among older customer cohorts. House of Bruar has seen the greatest adoption of and engagement from e-receipts among 55 – 64-year-olds who have actively interacted with the new digital channel.

Across post-purchase engagement, Yocuda digital receipts are already delivering a 70% open rate – over four times the standard retail marketing email benchmark of 17% – while click-through rates reached 6%, helping to drive store shoppers back to online catalogues, product recommendations and brand content.

“Digital receipts have helped us bridge the data gap between our in-store and online customers, giving us greater visibility of customers who previously may only have interacted with us in store,” added John Hodge, Head of Ecommerce and Mail Order. “This has allowed us to better connect their online and offline journeys, build a more recognised picture of customer behaviour and, importantly, continue engaging with them beyond their visit to House of Bruar.”