Bring the advisor experience together with a digital customer profile
In cosmetics a sale begins with advice; advice requires knowing the customer. We bring skin type, habits and purchase history together in one profile and turn it into personal communication.
Beauty & Cosmetics
The advisor in store knows the customer, but that knowledge stays with the person; online, the same customer is anonymous. When the repurchase cycle (reminding someone in time that a product is running out) is missed, the customer goes to a competitor.
How we solve it with innthebox
We unified the customer into one profile
First we moved the knowledge in the advisor’s head into the system: in-store purchases, online orders, skin type and preference notes came together on one customer card in 1page-CRM. The advisor knows the customer’s history before meeting them, and online is no longer anonymous.
We caught the repurchase moment in time
In cosmetics a product runs out, and if the customer is not reminded they buy from a competitor. With Campaign we built setups from product lifespan and habit data — “your cream is nearly finished”, “complete your routine”; cross-sell offers go out automatically by segment.
We made category performance visible
To finish, the management layer: with 1page-Query, sales performance is queried in natural language by category, brand and store. Which campaign carried which category, which store is waiting on stock — the answers are ready before the meeting.
The challenges we meet most often
Working with brands in this sector, the same problems keep coming up. We address them first when we design the solution.
Danışmanın bilgisi
Mağazadaki danışman müşteriyi tanıyor ama bu bilgi kişide kalıyor; danışman değişince ilişki sıfırdan başlıyor.
Yeniden satın alma
Biten ürünü zamanında hatırlatamayan marka, müşterisini bir sonraki alışverişte rakibe kaptırıyor.
Anonim online müşteri
Mağazada tanınan müşteri online tarafta anonim. İki kanal aynı kişiye birbirinden habersiz mesajlar gönderiyor.
Kişisel öneri
Cilt tipi ve alışkanlık bilinmeden yapılan toplu kampanyalar, tavsiyeye dayanan bir kategoride güveni zedeliyor.