SUCCESS STORY

Marionnaud routes 233,716 members to the right channel for a €10 loyalty boost

Marionnaud routes 233,716 members to the right channel for a €10 loyalty boost

233,716

Members entered

139,947

Routed to SMS

93,769

Routed to email
Challenge

Challenge

Marionnaud needed a reliable way to turn unused loyalty cheques into store visits and sales, without guessing which channel would engage each member.

Solution

Solution

Insider One uses loyalty and engagement data to identify members with expiring cheques, then routes a time-limited €10 offer through email or SMS using Next Best Channel.

Result

Result

On the featured send, 233,716 members entered the journey. Next Best Channel routed 139,947 members to SMS and 93,769 to email, creating urgency to drive store visits and sales.

ABOUT THE CUSTOMER

Marionnaud is a leading European beauty and perfumery retailer with 677 stores across eight markets and 7.0 million loyalty members. In France, its largest market, Marionnaud operates 374 stores and an ecommerce site that draws 23 million visits annually and generates 19% of total sales.
INDUSTRY
Retail - Beauty & Cosmetics
SOLUTIONS
Architect
App Personalization
App Push
Email
SMS
Web Personalization
Web Push
WhatsApp

SUCCESS STORY #1

Marionnaud turns expiring loyalty cheques into store visits

The Challenge

Unused loyalty cheques meant missed store visits and sales. Marionnaud needed a dependable way to activate members with expiring rewards while selecting the channel most likely to engage each person.

The Solution

Insider One identifies members with active, expiring loyalty cheques and triggers a journey when the bonus begins. Architect uses Next Best Channel to send the same €10 offer by email or SMS, based on each member's preferences and past engagement.

“It has a very strong effect because it creates urgency for the customer and triggers the sale, and we see very strong response rates and conversion rates.”
Charles Libault
Head of CRM, Marionnaud

The Result

Marionnaud increased the €7.50 loyalty cheque to €10 for a short redemption window in store. The campaign created urgency to trigger store visits and sales, with Charles Libault reporting strong response and conversion rates.

233,716

Routed to email

139,947

Routed to SMS

93,769

Routed to email

SUCCESS STORY #2

Price drop alerts turn repeat product views into purchases

The Challenge

Shoppers often viewed products repeatedly without adding them to cart or purchasing. Marionnaud needed to act on price changes using product, price, stock, and visual data.

The Solution

Insider One detects customers who viewed a product more than twice in 30 days without adding it to cart or purchasing. When its price drops, the customer receives an email with the viewed product, updated price, and recommended products.

“It has been live since July and it has been one of our best performers for the past two months.”
Charles Libault
Head of CRM, Marionnaud

The Result

Live since July, the journey became one of Marionnaud's best performers for the following two months. It helps trigger purchases from product-view behavior when price becomes more compelling.

SUCCESS STORY #3

WhatsApp makes local event sign-ups easier

The Challenge

Marionnaud needed to promote local institute openings and partner events to nearby members, while making it easy to confirm attendance.

The Solution

Insider One uses geolocation, loyalty, and purchase data to target relevant members on WhatsApp. Members can confirm their attendance at an event in one reply, then receive event details and reminders.

“It really matters to us that our customers know when events are happening near them and can take part very easily.”
Charles Libault
Head of CRM, Marionnaud

The Result

Members can confirm their attendance at local events in one tap, directly in WhatsApp. The approach helps Marionnaud promote services and events to members most likely to be relevant.

Make every customer message earn attention

Make every customer message earn attention Make every customer message earn attention

Make every customer message earn attention

Insider One unifies customer data and cross-channel activation so teams can personalize each interaction, choose the right channel, and build journeys that drive action.
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