Let’s start with some stats. Netcore Cloud’s eCommerce Personalization Report conducted amongst 200 retailers, stated that 7 out of 10 retailers who invested in personalizing their customer experience saw an ROI of at least 4X. Furthermore, it has been found that, using personalization helped 75% of the retailers achieve an average of 10+ page views per customer. 

Close to 30% of shoppers said they are more likely to purchase a product they did not initially intend to buy if they got relevant recommendations. Another 26% said a personalized experience can drive them to buy something more expensive than initially planned. 44% of surveyed shoppers said they become more loyal to a retailer that provides personalization. In fact, the 90-day retention rate increased by over 70% when applying the same. 

The importance of personalization in online retail has never been greater. While the pandemic may have driven customers to shop online, that behavior has become more ingrained today. Even with the markets opening up, a majority of the shoppers today prefer shopping online to in-store. With the market already cluttered with multiple options, the onus has been on each retailer to ensure that they can curate experiences that can turn users into repeat customers.

The Body Shop International Limited, trading as The Body Shop, has been a globally-recognised, British cosmetics, skin care and perfume company. The company recently was witnessing a road-block towards customer engagement on the website due to non-personalized recommendations. To add to this, inaccurate product recommendations in the product feed was posing another challenge to relevant product discovery. This led to customers dropping-off without purchase. 

A smart marketer understands that guiding users through the sales funnel backed by increased velocity backed by a positive brand experience with a powerful customer engagement strategy is critical for its growth. The Body Shop was on the look-out to create memorable shopping experiences for its customers. 

Towards this, the brand onboarded Customer Engagement expert, Netcore Cloud. 

Netcore’s AI-led product recommendation strategy helped The Body Shop by:

• Designing and deploying personalized widgets on different touchpoints on the customer journey: Home Page, Product Display Page, Exit Intent pop-up

• Introducing exit intent pop-ups on product pages to improve user engagement by showcasing relevant product recommendations

• A/B Testing allowing the brand to experiment with every element right from the home screen to the payment gateway page 

• Real-time positive and negative feedback from every user interaction for continuous improvement of product recommendations

As a result, The Body Shop was able to understand its customers in real-time, showcase only customized product recommendations and therefore extend 1:1 recommendations for each customer. 

The results were:  

• 13.4% increase in engagements

• 13.2% increase in overall ecommerce revenue 

• 7.5% reduction in bounce rates 

Speaking on this feat, Atul Shivnani , Head of E-commerce and Digital Marketing, The Body Shop was quoted saying, “For Body Shop, it is very critical for us to ensure our customers have a relevant and personalized experience on our online store. To achieve this, we implemented personalized widgets that studied user preferences and shared product recommendations custom to each user. After a 14-day A/B test with Netcore’s proprietary AI-based Personalization, we observed a 13.2% uplift in overall revenue.”