Retention Strategy for a Beauty Brand

Before:

The skincare brand was struggling with customer retention. Despite having initial sales, customers were not returning for repeat purchases. The brand’s slow consultation process and lack of post-purchase engagement led to drop-offs, both from new and returning customers. This was hindering their growth and long-term success.

Woman in a black lace top relaxing in a milk bath with orange flowers.
Customer retention strategies for ecommerce brannds

Key Results:

  • 300% increase in email click-through rates (CTR)
  • 35% increase in conversions for first-time buyers after engaging in consultations
  • 25% increase in repeat purchases within 2 months of implementation.

Background: A skincare brand in the competitive beauty industry reached out to us with a challenge: how to encourage repeat purchases from customers who bought once but didn’t return. They had a strong product offering but lacked effective post-purchase engagement. After a detailed audit of their processes and customer journey, we identified key areas of improvement that would drive retention and ultimately, sales.

Key Takeaway

  • Customer-Focused Approach: Understanding customer pain points (like slow consultations) helped us create tailored solutions that addressed their specific needs.
  • Engagement at Every Step: By offering easy access to consultations and using personalized retargeting, we were able to re-engage past customers and increase repeat purchases.
  • Data-Driven Decisions: The insights we gathered through customer feedback and behavior analysis allowed us to pinpoint where customers were dropping off and optimize the process.
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