CASE STUDY

Customer Analytics Aids a Renowned Personal Care Products Manufacturer to Devise Effective Customer Retention Strategies

Mar 24, 2018

The Client

A renowned personal care products manufacturer

Area of Engagement

Customer analytics

Over the last couple of years, the market for personal care products has become diversified, owing to the penetration of new and innovative appliances and the growing disposable income among the consumers. With the growing demand for luxury care products, businesses in the retail industry are focusing on developing innovative products to cater to the wide array of demands. Additional facets that help in the growth of the personal care products include – the prevalence of international brands and the influence of rapid urbanization.

While the retail industry is witnessing promising growth with the increasing population and the rise of organized retail, several factors may curtail its growth.

  • Rise in packaging expenses: With the fluctuating prices of raw materials used in packaging, companies in the personal care products space are facing the need to maintain consistency in their product offerings. Also, the changing demand for innovative packaging among the end-user segments is compelling businesses to redefine their packaging techniques and include the latest technologies in their product offerings.
  • Maintaining good quality: Since personal care products play a major role in beautification, maintaining the balance between the price and quality becomes a major concern for the manufacturers. In addition, with the rising regulatory concerns, prominent manufacturers need to ensure that they are on par with the compliance requirements set forth by the government in the region.

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Consequently, it becomes essential for the companies to gain an adequate understanding of the customers and their preferences. Since, customers are considered to be the pillar of any organization, prominent personal care products manufacturer should ensure that they are changing their technical and organizational processes to understand their customers and their attitude toward the organization.

The Business Challenge

A renowned personal care products manufacturer wanted to understand the buying choices of the customers and target specific customers with highly relevant offers. The customers wanted to understand the latest retail industry trends and engage with customers through the right channel, with the right message, and at the right time. In addition, the personal care products manufacturer wanted to identify the customers who are at the risk of churn and take effective actions to retain them.

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The Solution Benefits and the Business Impact

Strategies that we recommend to increase customer satisfaction and spur revenues

With years of expertise in offering a wide array of solutions, the customer analytics solution offered by Quantzig helped the personal care products manufacturer, map the customer journey, engage customers, and deepen their loyalty. The personal care products manufacturer was able to leverage the use of customer analytics solution to measure customer sentiment and maximize their customer value through personalized cross-selling offers. The customer analytics solution also helped the personal care products manufacturer understand the latest retail industry trends to deliver a positive customer experience. Moreover, the customer analytics solution offered a deep dive understanding of the consumer goods industry to drive sales and marketing decisions to improve business efficiency.

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