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Kiehls Canada

Boosting Customer

Loyalty Through a Rewards Program

Kiehl's is a cosmetics brand that specializes in premium skin, hair, and body care products. Kiehl’s started as a single pharmacy in 1851 and the company currently has more than 250 retail stores worldwide. Kiehl’s has been part of the L’Oréal Group since 2000.

The company wanted to be able to deliver an enriched and more personalized shopping experience to its valued customers. The brand was also looking to attract new shoppers and grow its purchasing audience.

Due to OSF’s deep understanding of the industry and specific needs of the brand and having the expertise and experience in delivering many successful projects for other brands in the L’Oreal Group, OSF developed and implemented a loyalty program aligned with Kiehl’s vision.

“By engaging OSF for this project, we ensured that our requirements and business needs have been treated with clear-cut precision. We’re excited to build stronger relationships with our customers through this new loyalty program.”

ALEXANDRE RATTÉ,
General Manager at Kiehl’s Canada

OSF DIGITAL’S IMPLEMENTATION OF A REWARDS PROGRAM LED TO:

Increased
customer
engagement

 

Increased
customer
retention

 

Increased
average
cart value

 

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Kiehl’s Canada can now connect with customers on a deeper level and encourage repeat visits using complimentary items or services. The brand’s rewards program offers four tiers of membership and an evolving number and quality of benefits available for each tier. Once enrolled in the loyalty program, customers can earn points for purchases made in-store or online, request a skincare consultation, refer a friend, and share purchased items on social media. The program enables Kiehl’s to reward returning customers with an assortment of gifts and benefits that show the brand’s appreciation of its most loyal shoppers.

Furthermore, OSF Digital integrated Merkle LoyaltyPlus™ to help Kiehl’s track its customers’ behavior and segment its database to help to enhance and personalize all interactions with its clientele. In addition, Kiehl’s can now retrieve the customer’s purchase history.



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