An international makeup & skincare brand gets its own makeover!
With the beauty industry thriving and growing locally, hundreds of brands are competing for the customer’s attention. After 10+ years in the industry, Nature Republic wanted to take the initiative to shake things up and find a way to better connect with their customers and establish themselves as the go-to brand.
THE PROBLEM: COMPETITION & CUSTOMER CONNECTION
Connecting with customers can be challenging when there isn’t a clear definition of who they are. With no existing customer database, Nature Republic had to rely on transaction based data – focusing on product trends rather than customizing promotions for the customers themselves.
The lack of effective promotions coupled with weak customer relationships posed a significant weakness for Nature Republic, especially in a market where products and prices were similar across different brands.
Okay we have freebies, we have KPOP merchandise to give away to our customers, but other than that what more can we give?… It’s difficult to retain customers if all we’re giving away is samples, freebies and merchandise.
THE SOLUTION: EMPOWERING LOYALTY WITH ZAP
Together with ZAP, Nature Republic was able to create a customized loyalty program complete with an easily accessible customer database along with other exciting features. Nature Republic then used the data to build a profile on which they could confidently base their promotions and communications on.
Beyond mere freebies, they could now give back to customers and cultivate a more meaningful relationship to inspire loyalty. They also gained a competitive advantage with their brand new loyalty program, as the points system meant the customers would save more by repurchasing and staying with Nature Republic.
Nature Republic was also able to use the other features of the loyalty program to improve different aspects of their business. Some examples of their most used features include:
Branch Rankings:
The live data provided gave the team a fast and easy way to check on the health of their different branches
SMS Blast:
Allowed Nature Republic to fully personalize their communications, further solidifying the image of their brand in the mind of their customers
Customer Database
Was a big help to refine their marketing strategies and build/update their consumer profile
THE RESULT: THRIVING IN A COMPETITIVE LANDSCAPE
Today, Nature Republic confidently holds its ground as a leading brand – even amidst the growing competition. With an easily accessible and updated dashboard, their team is able to swiftly identify weaknesses and craft effective promotions to address them. The improved visibility on branch health has allowed them to become more agile and responsive with their marketing strategies, quickly adjusting to help low performing stores and able to promote the right products at the right time. Creating communications has become a breeze for the team as well, thanks to the valuable customer and market insights at their fingertips.
With Nature Republic becoming more active, they saw a jump in transactions and customer loyalty. Since they partnered with ZAP, customer visits had increased by 109% and transaction amount had increased by 149%*. More customers were now interacting with their promos and even taking the initiative to reach out to them to learn more about the brand and any campaigns they were running. The ultimate success lies in their loyal customers becoming brand advocates, enthusiastically inviting others to experience the many benefits Nature Republic had to offer.
CONCLUSION: CONNECTING THE DOTS
By building personalized connections, Nature Republic turned customers into loyal customers, and loyal customers into brand advocates. In a market where loyalty can make or break a business, Nature Republic now thrives. With their newfound flexibility they have found the confidence to explore and execute bigger campaigns that are more in line with both the brand and the customer’s interests.
To learn more about ZAP and how a fully branded and customized loyalty program can change your business for the better, reach out to us today!
