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Use Case

DELIVERING CONNECTED LOYALTY EXPERIENCES FOR A GLOBAL B2C ONLINE-ONLY BEAUTY RETAILER
CUSTOMER PROFILE:
  • Industry: Retail of CPG – Beauty, personal care, cosmetics
  • Headquarters: London, England
  • Brand Presence: Global
  • Employees: 100+
CHALLENGES:

The retailer relied on Salesforce Marketing Cloud for customer journeys and promotions, yet it did not find it sufficient to fulfill its revenue plans.

OBJECTIVES:
  • Launch a loyalty program as an additional way to retain and attract customers.
  • Acquire an off-the-shelf loyalty solution that requires minimal configuration to meet its business needs.
  • Become the most trusted beauty website in the world.
SOLUTION:
  • Implemented Salesforce Loyalty Management to help the retailer launch an ecommerce loyalty program, with different customer tiers, benefits, and promotions available for each tier.
  • Integrated the Loyalty Management solution with Marketing Cloud.
  • Provided recommendations on integrating new loyalty solutions with other technologies in the retailer’s commerce ecosystem to create a connected cloud environment.
RESULTS

With the help of OSF Digital, the retailer has launched a new loyalty program that enables it to deliver an exceptional experience, grow brand visibility with the existing customers, improve customer retention, drive customer loyalty and increase customer lifetime value. By leveraging the data from the loyalty reports, the retailer can now better understand the customer purchasing patterns and dynamically react to changes in customer behavior. Additionally, the beauty retailer can now use the insights generated from the digital loyalty program to increase spending and purchase frequency and gain more upselling and cross-selling opportunities.

TECH STACK:
Salesforce Loyalty Management
Salesforce Marketing Cloud

Build Lifetime Loyalty With Your Customers

Contact us and we will help you implement a Loyalty Program that increases customer retention and customer lifetime value.