Enhanced Revenue through NPS: Promoters Boost Purchase Value by 58%
L'Occitane Romania Uncovers Untapped Sales Opportunities through Staffino's Innovative CX Programme
NUMBER OF STORES
6
AMOUNT OF FEEDBACK
2,400+
DURATION
07/2022 → present
About L'Occitane
L'Occitane en Provence, commonly known as L'Occitane, is a global leader in the beauty and wellness industry, known for its high-quality, sustainable products.
As an international manufacturer and retailer, L'Occitane operates in over 90 countries, boasting a robust network of more than 3,000 stores worldwide. The company offers a diverse range of products, including skincare, fragrance, hair care, and bath and body products.
Overview
In July 2020, L'Occitane Romania embarked on a strategic partnership with Staffino. As a brand that constantly raises the bar on customer experience, L'Occitane sought to leverage Staffino's groundbreaking Mastery Shopping®.
This innovative CX programme facilitates comprehensive customer feedback collection and simplifies the process of data analysis and reporting.
Goal
The objective of this case study was to ascertain the relationship between customer satisfaction and their spending habits.
It aimed to understand the impact of positive customer experience on purchasing behaviour, specifically the frequency of purchases and spending per purchase. This was done with the intention of uncovering potential strategies for boosting revenue by enhancing customer satisfaction.
Methodology
L'Occitane, in collaboration with Staffino, implemented a sophisticated and systematic approach to gathering customer feedback. This involved reaching out to the loyalty card holders after their purchases in-store, using communication channels such as SMS and emails to solicit their feedback. The gathered data was meticulously recorded on the Staffino customer experience dashboards, enabling a comprehensive and in-depth analysis.
Top Solutions Used
Staffino Mastery Shopping®
Staffino Standard Feedback
Staffino NPS
Staffino CSAT
Key Findings
1. Satisfied customers spend 58% more per purchase, which equals approximately €28
Our research has unveiled that promoters, or those who identified as loyal, satisfied customers through the Net Promoter Score (NPS), exhibit a 58% increase in spending per purchase. This translates to an additional expenditure of approximately €28. This highlights the significant impact of customer satisfaction on enhancing revenue, further emphasising the importance of investing in customer experience strategies.
2. NPS Promoters shop more often, making 17% more purchases
The case study also reveals a positive relationship between customer loyalty and purchasing frequency. Promoters tend to shop more frequently, resulting in a 17% increase in purchase instances. This underlines the importance of customer satisfaction in driving repeat business and increasing sales volume.
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