Established in 1909, L’Oréal is the world’s largest cosmetics company, selling a wide range of products across the globe. However, their UK marketing team had limited expertise in leveraging data to become more customer-centric.
The UK business wanted us to help them to transform their approach, using data to drive their marketing, predict customer behaviour, increase customer value, and improve customer experience and satisfaction.
How we helped L’Oréal:
Increase in online revenue
Increase in average order value
Increase in order frequency
Increased contacts: Through implementing data capture campaigns and subscription pop-ups onsite, we grew their total database by >1m in the first 12 months and increased the number of contactable customers by 10%.
Increased retention: We reversed the decline in customer retention rates.
Increased AOV and frequency: From being in decline for most brands, we increased the average order value and frequency, year on year, for all brands.
Increased revenue: by 30%.