Success Story

How Kiehl’s increased CVR by 25% and achieved 7.6X ROI in one peak season with Insider

Web Suite
A/B Testing
Personalization

7.6X

ROI

25%

increase in CVR

Industry

Retail – Beauty

Category

Personalization
A/B Testing
Banner Management

Channels

Onsite
Web Push

Tools

Web Suite
A/B Testing

We couldn’t believe how easy the integration process with Insider was. The team has been supportive, the platform is intuitive and easy to use, and we’re seeing great campaign metrics. The overall impact Insider has had on our team goes far beyond the metrics. Not only have we achieved 7X ROI, but we’ve never been more efficient, and our customers are finally receiving the personalized customer experiences they deserve.

Kiehl’s Ecommerce Manager

Executive summary

Kiehl’s partnered with Insider to deliver personalized onsite experiences and boost conversion rates. Using Insider’s Web Suite and A/B testing, the team launched high-performing campaigns without technical support, leveraging customer data to segment audiences and tailor offers. The result: a 25% increase in CVR during peak season, 7.6X ROI, and a new standard for digital excellence.

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About Kiehl’s

Kiehl’s was founded in 1851 as an old-world apothecary in New York’s East Village.  In 2000, it became a part of the L’Oréal Group, and it is now a world-renowned beauty brand, celebrated for its premium skincare products with a commitment to natural ingredients. Its personalized in-store customer experiences have built Kiehl’s a loyal following worldwide, while its dedication to innovation, and philanthropy distinguishes it as a leader in the beauty industry.

Why Insider?

Kiehl’s needed a platform that could integrate seamlessly with Salesforce Commerce Cloud and deliver no-code personalization for millions of customers. Insider stood out for its user-friendly interface, proven integration speed, and strong enterprise track record. The platform’s flexibility and robust support made it the clear choice to power Kiehl’s ambitious growth and digital transformation.

USE CASE #1

Seamless integration with Salesforce Commerce Cloud to launch campaigns

The challenge

As part of the L’Oréal Group, Kiehl’s had to find a martech solution that could seamlessly integrate with Salesforce Commerce Cloud. After speaking to multiple vendors, it became clear that efficient integration could take months, something the team did not have the time or resources for. It needed a platform and support team that could handle a large integration process without any downtime.

The solution

After speaking to Insider, the local expert support team assured Kiehl’s that not only could Insider integrate with Salesforce, but it would only take a few weeks, and there would be no disruption to its current site. The Insider team offered full support throughout the process, which was completed in the time frame promised. Insider’s intuitive, user-friendly platform ensured the Kiehl’s team could get started right away.

After speaking to other vendors, we thought a six-to-nine month integration process was our only option. Insider proved us wrong. The support team was there every step of the way, and we launched our first campaign as quickly and easily as Insider said we would.”

E-commerce Manager

The results

Zero

downtime during Salesforce integration

USE CASE #2

Building audience segments over peak season to drive a 25% increase in CVR

The challenge

As the most important time of year for retail brands worldwide, Kiehl’s wanted to maximize conversions over the peak season. Previously, the brand had used a generic, uncustomized Black Friday and Members’ offer, but this time, the team wanted to deliver tailored, relevant coupons and offers to its customers, while creating urgency for the audience. 

The solution

Insider’s integration with Salesforce enabled Kiehl’s to leverage its customer data with Insider’s deep segment capabilities. The team established several membership tiers using customer attributes like CLTV, last purchased, and last visited.

When those customers’ visited their website, they would be met with relevant, contextual content and recommendations based on these previous behaviors to encourage peak season purchases.

Thanks to Insider, we had our most successful peak season yet. Precisely segmenting our audiences avoided the need to offer blanket discounts, and we instead encouraged customers to make a purchase by appealing to them with contextual recommendations and offers. We had no idea how much our previous peak season campaigns had held us back until we saw the 25% increase in CVR from Insider.”

E-commerce Manager

The results

25%

increase in CVR over peak season

Summary

With Insider’s personalization suite, Kiehl’s achieved a 25% increase in CVR and 7.6X ROI by delivering highly relevant onsite experiences and segmenting audiences for peak season campaigns. The brand’s marketing team leveraged Insider’s intuitive Web Suite and A/B testing tools to launch and optimize campaigns without IT support, transforming their digital strategy and driving significant business growth.

Looking ahead

Kiehl’s will continue to enhance personalization and loyalty initiatives with Insider, and looks forward to leveraging Sirius AI™ for automated campaign optimization and even greater performance.

Favorite feature

A/B Testing

Kiehl’s favorite feature is Insider’s A/B testing solution which makes it easy to create, launch, and optimize campaigns.

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