SUCCESS STORY

How The Body Shop unified online and offline customer data to drive loyalty engagement across channels

How The Body Shop unified online and offline customer data to drive loyalty engagement across channels

31%

Email open rate on points credited journey

10.20%

Click rate on points expiry reminder journey

72.12%

Delivery rate for offline-to-online welcome journey
Challenge

Challenge

The Body Shop lacked activated lifecycle journeys around its loyalty program, leaving customers uninformed about points earned or expiring. Offline purchase data was also siloed from online systems, making it impossible to identify or engage in-store shoppers through digital channels.

Solution

Solution

Insider One integrated loyalty points and CRM offline data into unified customer profiles. Automated journeys across Email, WhatsApp, and App Push were built to notify customers of points credited and trigger expiry reminders, while a dedicated welcome journey activated offline-only shoppers online.

Result

Result

The loyalty points credited journey achieved an email open rate of over 31%. The expiry reminder journey reached a click rate of 10.20%. The offline-to-online welcome journey delivered a 72.12% delivery rate, a 2.7% click rate, and 3.52% click-through CVR.

ABOUT THE CUSTOMER

The Body Shop is a global beauty and cosmetics retailer known for ethically sourced products and its commitment to social and environmental activism. Operating across the UAE and KSA-West, The Body Shop serves customers both in physical stores and online, running an active loyalty points program to reward repeat purchasers.

INDUSTRY
Retail - Beauty & Cosmetics
INTEGRATIONS
SOLUTIONS
Architect
CDP
Smart Recommender
Predictive Segments
APIs
Integration Wizard
InStory
Web Templates
CHANNELS
Architect
App Personalization
App Push
Email
Smart Recommender
Web Personalization
Web Push
WhatsApp

SUCCESS STORY #1

Activating loyalty lifecycle journeys to reward and retain customers

The Challenge

The Body Shop had a loyalty points program in place, but the lifecycle scenarios around it were not activated. Customers earned points without receiving timely confirmation of credits or warnings before points expired, limiting the program's ability to drive awareness and repeat engagement.

The Solution

Insider One built integrations to map loyalty points data directly into each user's Insider profile in real time, including both points credited on purchase and points expiry dates. Two automated journeys were then designed across App Push, WhatsApp, and Email to notify customers when points were earned and remind them before those points lapsed.

The Result

The Points Gained Journey, triggered when points are credited after a purchase, achieved an email open rate of over 31%. The Points Reminder Journey, triggered ahead of expiry to prompt redemption, reached a click rate of 10.20%. Both journeys gave The Body Shop a proactive, automated mechanism to keep customers engaged with their loyalty program.

31%

Email open rate on points credited journey

10.20%

Click rate on points expiry reminder journey

SUCCESS STORY #2

Unifying offline and online customer identities to activate in-store shoppers digitally

The Challenge

A significant share of The Body Shop's customers shop in physical stores, but that offline behavior lived in a separate system and was invisible to digital engagement efforts. Without a unified view of each customer, offline shoppers could not be identified or nurtured toward their first online purchase.

The Solution

Insider One integrated with The Body Shop's CRM system, Juleb, which captures offline purchase data, and connected it to Insider One's CDP. This allowed in-store purchase data to flow into each customer's unified profile, merging their in-store and online identities into a single view and enabling targeted digital engagement for offline-only customers.

The Result

Online and offline customers were successfully unified into single profiles, giving The Body Shop a complete view of each shopper across channels. A Welcome journey targeting offline-only customers was activated to encourage their first online purchase, achieving a delivery rate of 72.12%, a click rate of 2.7%, and a click-through CVR of 3.52% from the outset.

72.12%

Delivery rate on offline-to-online welcome journey

2.7%

Click rate on welcome journey

3.52%

Click-through CVR on welcome journey

One platform. Every channel. Real customer impact.

One platform. Every channel. Real customer impact. One platform. Every channel. Real customer impact.

One platform. Every channel. Real customer impact.

Insider One connects your loyalty data, CRM integrations, and cross-channel journeys into a single platform so you can engage every customer with the right message at the right moment, online and offline.
Platform Tour

Discover more

Check out these real-world results to see how the world's favorite brands are driving more revenue and higher email performance with Insider One.

Read Case Study
Read Case Study
Read Case Study

Be unstoppable with Insider One

You've seen the results. Now it's your turn. Fill out your details, and one of our growth experts will be in touch.