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New app helps all-natural beauty products retailer stay connected with shoppers

Mobility is driving The Body Shop’s customer experience in Switzerland.

The Body Shop was eager to improve the customer experience at retail stores throughout Switzerland. This required a new platform that would help the retailer rethink its loyalty program, and better leverage customer data to increase store purchases. By partnering with Axway, The Body Shop added a mobile platform that is helping the company achieve its goals.

For example, by adopting the Axway Appcelerator platform, The Body Shop revamped its Love Your Body Club customer loyalty program. Now members can access the program via a mobile app available on iOS and Android.

The new Love Your Body Club mobile app enables customers to receive tailored offers, earn vouchers, get invited to special events, shop for products, view their purchase history and locate stores. The platform also notifies loyalty program members of offers as they near a store. If customers are interested, the app presents a QR code that can be redeemed at checkout or a voucher that can be redeemed online.

The platform also helps The Body Shop meet the unique needs of the Swiss market where multiple languages are spoken. By incorporating a simple in-app language switching that doesn’t require changing mobile device system settings, the app enables The Body Shop to provide shoppers with a seamless and efficient shopping experience. On the back end, the retailer can also track app opens, session lengths, device use, and pinpoint the customer’s region – components useful in improving the individual customized experience.

The app also streamlines the checkout process by temporarily auto-adjusting the user’s screen brightness for easy scanning of QR codes by the point-of-sale system. In addition, in-store staff can view and repurchase recently bought items for customers to accelerate checkout times.

“We have always been committed to providing our customers with the best possible shopping experience,” said Angelika Lanen, CEO, The Body Shop. “By working with Axway to leverage the latest mobile innovations, we have been able to successfully transform our Love Your Body Club program and give our customers across Switzerland a truly unique shopping experience.”

The Body Shop currently operates more than 3,000 stores in some 66 countries.
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