L’OCCITANE en Provence Brings Personalized In-store Experience Online

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L’OCCITANE en Provence Brings Personalized In-store Experience Online

06/28/2018

L’OCCITANE en Provence, a global natural beauty products and cosmetics manufacturer and retailer, will bring the brand's in-store shopping experience online. Founded in 1976, L’OCCITANE has more than 3,000 stores across more than 90 countries with upwards of 50 e-commerce websites. Using Qubit's personalization platform, Qubit Pro, along with industry-first artificial intelligence (AI)-powered mobile discovery solution, Qubit Aura, L’OCCITANE has launched various personalization initiatives to maximize impact across its web properties.

“Our customers now expect the same personalized services they receive in-store online," said Loanne Le Gac, e-business product coordinator at L’OCCITANE en Provence. "Our e-commerce team is committed to ensuring that that’s the case, and on a worldwide scale. Qubit allows us to deliver a personalization program on multiple domains to ensure a consistent level of quality and service across channel.”  

To date, Qubit has contributed to significant increases in revenue per visit (RPV), revenue per customer (RPC), and mobile conversions. The ultimate goal of the collaboration is to ensure that all L’OCCITANE customers, regardless of channel, have fulfilling and meaningful experiences with the brand.

The L’OCCITANE global ecommerce team started using Qubit Pro, a behavioral data-based personalization platform delivering targeted experiences at scale, to collaborate and share best practices across multiple domains and locations, from Japan to Brazil, London to Australia. Among the techniques used, social proof, which informs shoppers of how other shoppers are behaving in similar customer journeys, exhibited 2.86% uplift in RPV and 3.55% uplift in RPC in the U.K. while strategies to save the customer before site abandonment resulted in 2.65% uplift in the U.S.

As more shoppers engaged on the mobile channel to discover and purchase the brand's catalog of products, L'OCCITANE deployed Qubit Aura, which sits on the brand's existing mobile website and, through AI-powered personalization, changes the products a user sees based on their behavior in a social newsfeed type experience. The brand's U.K. e-commerce team reported 159%  increase in mobile conversion rate as a result of Qubit Aura.

L’OCCITANE will continue to build more web experiences that match the personalized interactions customers receive when they browse and buy in-store.