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Overcoming growth barriers with a strategic focus on new customer acquisition
DECREASE IN CUSTOMER ACQUISITION COST
BigVits is a fast-growing online supplement retailer with a strong repeat-customer base. Despite this loyalty, they faced a ceiling in scaling their advertising spend and returns. Previous agency partnerships had failed to break through their growth plateau, limiting their ability to expand across Europe.
The business was stuck at £20K in monthly ad spend with a 4x ROAS limit at scale. While retention was healthy, new customer acquisition (NCA) was underperforming, preventing BigVits from achieving their ambitious growth targets. The challenge was to reduce acquisition costs while scaling into new markets without compromising profitability
We implemented a strategic shift towards optimising the first-purchase experience, making it the cornerstone of our growth approach. Key actions included:
Reducing cost per conversion to enable scalable growth.
Refining campaigns to target high-value new customers.
Introducing tailored offers to encourage first-time purchases.
By focusing on acquisition rather than retention (which was already strong), we unlocked untapped market potential and built a more profitable growth path.
Our approach delivered measurable impact:
Expansion into five major European markets: UK, Germany, Italy, France, and Spain.
Cost per conversion under £3, enabling efficient scaling.
BigVits became one of the leading supplement brands across Europe through consistent, sustainable growth strategies.
