Introduction

• http://www.youtube.com/watch?v=KMK4uBV-nRA

I love my bundle Makeover

Men e-CRM Program

Blog E-mail SPA The panel My little cabinet Network of consultants Granny knows best

WOMEN

MEN

MEN &WOMEN

E-CRM STRUCTURE

Email Marketing

Improving the channel:

• Subscription form should contain additional information

• Distinguish offline type of customer

• Personalise the channel based on the answers in registration form

• Provide form filling in Facebook and special offers via Twitter

• Involve digital designers to optimise the email’s structure and its attractiveness to the customer

An interactive blog that creates a continuous dialogue with a customer. There will be several categories and Q&A section.

The Categories

• Facial care

• Tutorials Make-up

• Beauty at work

• Your day with

The Body Shop

• Men’s products

• Travelling suggestion

Spreading

Share the blog through social networks (Facebook, Twitter), main website link, email updates

Love your blog

Get my makeover now!

Main aim of service: Provide real makeover experiences with professional advices from different specialists.

Personalized Service: Makeover with real customers, using the products they are currently or willing to use based on their main needs.

CUSTOMER BRAND

Credibility of the brand. Consumers become co-creators of their

own experiences.

Inform and update customers of the most recent news and tips of Body Shop products.

Increase of customer participation in social media networks.

Give them access to information that allows them to be informed, empowering choices which thus,

provide brand awareness and value.

Body Shop will identify and retain customers, by providing real experiences.

BENEFITS

My little cabinet

A virtual cabinet will have a record of the products they have purchased in the customer profile account. An email will be sent to the customer near the date the products will near end of use according to the standard usage statistic, to remember them to visit The Body Shop and refill their cabinet with new ones.

CUSTOMER BRAND

Never be without their favourite products. The customer will feel that The Body Shop is

thinking about their well-being.

Active participation in the purchase process by suggesting acquisition of products and increasing the opportunity of cross selling.

Personal data collected to use in better segmentation for the email campaigns and to

determine they most valuable customers.

BENEFITS

Because Granny knows best…

Customers will create and share their best home tips for beauty. After they post their ideas, other customers will rate them at the end of each month and the most effective, could be considered for the creation of new products that will be sold on The Body Shop stores.

Benefit to consumer

Customer are part of the brand, they will become the creators of new products, and their ideas could become real.

• Benefit to brand • Huge poll of new product ideas

created for free by the customer. • Increase engagement with the

brand

Consultant Network

Consultants will do more than sell. We will train them to offer expert advice and to demonstrate specific treatments. Once they undertake the course, The Body Shop certificate will qualify them to engage customers.

• Create a consultant’s

network available via website and via mobile phone.

• Create a public directory of consultants in London.

•Google Maps will form the base of the CONSULTANT FINDER.

•Customers that are looking for services to be delivered at home can find the appropriate and nearest Consultant.

“I Love my bundle”

Main aim of service: Offer customized bundles for women in daily life.

BENEFITS

CUSTOMER BRAND

Credibility in the brand ,enhancing a long-term relationship.

Female products incremental sales.

Personalised purchase experience. Adding value by creation of own bundle: The Body Shop

signature.

Conversion of customers to loyal customers.

Promotions, and excellence in delivering online and offline customer service.

Building The Body Shop customer trust and value.

Loyal customers will be invited to rate products before they even get to the market. Objectives: • Get customer´s insight for product

development and communications

Join the panel

CUSTOMER BRAND

Getting products for free Get feedback for product development.

Being informed of the latest developments Get advocates of the brand that would spread

the word.

The pride of being “part” of “The Body Shop” Reward loyalty and improve the relationship

with current customers

• Build a group of brand advocates that would spread the word of the products

• Get trials of the product that will finally impact in the product sale.

BENEFITS

The Body Shop SPA

You don’t pick a package, you will create it. You choose between all the options of products and services we have. It is your chance to try them all

• The customer is invited to the Spa:

a) By accumulating points with the loyalty card.

b) By creating and buying your package / gift vouchers

• Segmentation by customer needs and wants

Beauty Health

Facial & Skin Body treatments Pedicure & manicure

Relaxing Sleep retreat Detox

Groups Special

Day at Spa for friends Couple packages

Before wedding Pregnancy

30% of the visitors of The Body Shop. Men offer high growth potential.

Men CRM program

http://universityhealth.wordpress.com/2011/02/07/one-week-of-love-healthy-vs-unhealthy-relationships/

CUSTOMER BRAND

Create an open space for men to talk about their health and beauty concerns.

Female product incremental sales by tackling a new customer segment (husbands)

Get expert advice without going to the doctor. Acquisition of the fastest growing segment of

the market by setting up the right “environment” for them

• Acquisition of the fastest growing segment of the market by setting up the right “environment” for them

• Genuinely interested in looking healthy

BENEFITS

CUSTOMER BRAND

• Variety of product options

what the customer is looking for.

• Enhancing a long-term relationship.

• Personalised purchase

premium experience

• Accurate offers, discounts,

online and offline service.

• To reach existing and new target

audience by:

a. Providing relevant information.

b. Increasing revenue from existing

channels.

c. Reaching the right peopleat the right time.

d. Better feedback from

customers. Brand advocates.

The Body Shop Benefits

Blog E-mail SPA The panel My little cabinet

Network of consultants Granny knows best I love my bundle Makeover

Men e-CRM Program