The Business

Retail/E-commerces, Health & Beauty
Manly, Australia
Since 2011

Founded by Irene Falcone in 2011, Nourished Life is Australia’s home for natural health and beauty. It’s also the leading online store for toxin-free shopping. Starting as a clean beauty blog, today Nourished Life is an award-winning business with a mission to help people live more conscious, sustainable, and healthy lives.

The Challenge

  • Scaling personalization
  • Small local team
  • Contextual relevance by lifecycle stage

To continue their online success in natural, organic beauty products, Nourished Life needed to grow their businesses and knew it had to start with their customers. Nourished Life wanted a solution that could allow them to be agile and focus on scaling their operations with limited resources. They also needed to ensure they could engage with customers across the lifecycle whether it was a lead, first-time buyer, active, inactive or loyal buyer.

The Solution

Understanding and utilizing the insights on their customers and activating a successful automated win-back program directly improved Nourished Life’s customer growth. With Emarsys’ customer engagement platform, the brand also scaled marketing and CRM operations and has accomplished:

The Impact

Nourished life was able to adopt a customer-centric approach to grow their business with a single customer engagement platform to support future growth plans and operational scalability. Within 6 months they were able to achieve:

50% of Email Revenue from Automation
+54% Lead conversion
-21% Customer churn
+8% Average order value
+15% Units per transaction
+6% First-time to repeat buyers

“Having the majority of products, transactional and consumer data in one place has allowed us to easily create and test a wide range of automated customer journeys. While trigger and recurring emails only make up a small percentage of our total send volume, they have a big impact on customer lifetime value and retention rates, and now contribute to more than half of our email revenue.”

quote-SebastianKuemmel
— Sebastian Kuemmel
CRM & Marketing Automation Manager

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