Ocado Eliminates Customer Journey Hijacking to Ensure Customer Loyalty and Trust

Ocado, the UK’s top digital-only supermarket, was established in 2000 and has become one of Britain’s leading online retailers with a strong focus on technology and innovation. Given its unique digital strategy, Ocado invests continuously in protecting their returning customers, loyalty and trust.

The Problem

The customer’s pro-active approach led it to learn about severe, yet invisible, threats due to unauthorized product ads, banner, pop-ups and in-text redirects that were injected to customer web browsers without its permission.

In recent years, the online retail sector has been facing a new yet rapidly growing type of threat. Unlike other security attacks that target online retailers’ servers and infrastructure, Customer Journey Hijacking runs through users’ devices or browsers and therefore bypasses any server-side security shield.

These injections are often bundled into software actively installed by end-users and therefore not illegal. These threats aren’t invisible to online retailers, as it is served on end-users browsers, but also undetectable by end-users’ anti virus.

Online retailers sites are threatened by unauthorized injected ads, banners, in-text ads, pops-ups, affiliate hijacking and competing product/price comparison ads that not only lure customer away, but also jeopardize the page layout integrity and the conversion-driven customer journey. Many product ads re-direct customers within the website exploiting the online retailer’s affiliation codes, resulting in significant increase in affiliation costs.

The Bottom Line

By deploying Wandz.ai’s Customer Hijacking Prevention solution, Ocado ensured that registered and returning users enjoyed a safe and distraction-free customer journey.

Since Wandz.ai’s solution, Ocado experienced a noticeable improvement in its sales funnel, including a significant uplift in customer retention and conversion.

By eliminating invasive injected ads, Ocado positioned itself well ahead of its peers by better protecting its customers and their data and offering an increased sense of security and trust.

The Results

Within 24 hours from adding Wandz.ai’s tag to Ocado’s pages, Ocado gained visibility to the many types of client-side injections that threaten its online assets. Wandz.ai’s platform identified millions of unauthorized ads as well as spyware scripts.

• 9.94% Average percentage of infected customers
• 291K Infected visits over a 30-day period
• 8M Infected pages over a 30-day period
• 12M Injections blocked over a 30-day period

The Value

• Improve the customer journey and ensure its sales funnel is optimized as designed, blocking customers from being lured away
• Ensure customer trust by offering a distraction free experience while protecting sensitive and private customer data
• Protect the strength of its brand and customers loyalty by removing unauthorized ads and inappropriate content
• Improve loading performance by removing unauthorized video ads and other hidden components

“It is our ambition to be a digital retail leader and that means being proactive when considering how we protect our customers and offering the most effective and safest shopping experience across all channels”- Thomas Thomaidis | Head of Marketing and Insight for Grocery at Ocado

The Bottom Line

By deploying Wandz.ai’s Customer Hijacking Prevention solution, Ocado ensured that registered and returning users enjoyed a safe and distraction-free customer journey. Since deploying Wandz.ai’s solution, Ocado experienced a noticeable improvement in its sales funnel, including a significant uplift in customer retention and conversion.

By leveraging Wandz.ai’s Customer Hijacking Prevention solution and eliminating unauthorized injected ads, Ocado positioned itself well ahead of its peers by better protecting its customers and their data and offering an increased sense of security and trust.