L'OCCITANE Achieves +22% Uplift in ARPU
L'OCCITANE is a leading lifestyle & beauty brand with global operations with over 180 branches world-wide.
Challenge
Upgrading the customer’s experience on their website in a more meaningful & personal way with minimal efforts.
Solution
Integrating our algorithmic capabilities to create auto-generated content and different types of product recommendations.
Results
Shoppers who engaged with Dialogue’s widgets have shown X3.5 higher conversion rate, and a 62% uplift in session time. More than 6% of all of L’occitane’s sales on the website are Dialogue’s direct sales.
22%ARPU Uplift
20%Conversion Rate Uplift
68%Session Time Uplift
Introduction
L’OCCITANE, A JOURNEY THAT STARTS IN PROVENCE
It all began in the markets of Provence.
A 23-year-old named Olivier Baussan began distilling rosemary essential oil to sell locally. He expanded his production from oils to soaps to creams, taking inspiration from the land he grew up on to bring natural beauty to homes across the world.
L’OCCITANE is a global brand that believes in spreading its natural local roots of Provance to the world. L’OCCITANE offers a variety of unique face, body and hair care products based on natural ingredients that are all based on research and innovation.
Challenge
L’OCCITANE is a premium brand with high-quality products. As a premium brand, it was important for them to find a solution that could upgrade the customer’s experience on their website without it being time-consuming or too complex, a solution that would also be able to upgrade sales. They wanted to integrate rich content with a more advanced technological approach.
L'OCCITANE had 4 goals
1
Find a way to use content that was already used for their social media, to enrich the experience on the website.
3
Deeply understand the shoppers’ preferences in order to adjust and customize recommendations accordingly.
2
Fully understand their online customers, in the same way that their beauty consultant in the L’OCCITANE store would.
4
Enabling users to be exposed to various products on the catalog page to create the perfect overall beauty experience.
Solution
After our analysis, we understood the key on how to deepen the customers’ experience on the website. We were able to offer a solution tailored to L’OCCITANE from both a technical and visual perspective.
How did we do that?
- Fast & easy integration – Onboarding within a few days.
- Tailored AI personalization algorithm – Adjusted to L’OCCITANE’s website by Dialogue experts.
- Fully Customized Assets – Matching the look and feel of the website and placed in strategic places on-site.
- Fully Automated Content Production – Rich & personal content personalized to each user’s preferences in real-time.
How Dialogue's Capabilities Helped L'OCCITANE Improve Website Performance
1. Creating individualized experiences that keep shoppers engaged in real-time by using Auto-Generated Content
Storyteller™
A short yet detailed story about a specific product matching the brand’s theme. Each user will see a different Storyteller™ based on their preferences and depending on their journey in real-time.
We integrated Storyteller™ into L’occitane’s catalog pages, perfectly matching their brand personality, showcasing beautiful unseen images, and telling a story about the product.
How does it work?
Our algorithm collects data in real-time while two shoppers browse the same Hair Care catalog page.
Shopper #1
Our algorithm indicated that the shopper is looking for an intense hair treatment, and presents a Storyteller about the Mireceller Shampoo.
Shopper #2
The algorithm indicated that the shopper is interested in the almond collection, therefore displays the Almond Hair Duo.
Results
15% engagement rate with assets. Shoppers who engaged with Dialogue Storyteller™ converted an average of x5.7 more
2. Improve product discovery with automatic displaying the most relevant products by using the AI Product Recommendations
Recommender™
Machine learning algorithms characterize each product in terms of need, color, comfort, texture, and every other aspect a shopper might prioritize.
How does it work?
A shopper who browsed through “Terre de Lumière Perfume”, will see smart recommendations that combine alternative products for the same purpose In terms of texture and fragrance as well as complementary products for a perfect pampering moment.
Results
Displaying accurate and relevant recommendations has proved to make a difference with an average of 15% in CTR.
3. Empowering search experiences using Smart Enhanced Content on the search page
Finder™
Shows dynamic and personalized content based on the search queries for a powerful search experience
How does it work?
A shopper searches for a product she is looking for such as “cream”. Her current journey indicates that she prefers the Shea butter collection. The algorithm will take into consideration the search query and adjust the content accordingly. After the page loads, the shopper will see engaging content about the Shea butter foot cream.
Results
8.6% of users who viewed the Finder™, engaged with it.
The Finder™ directly sold 2% of all website purchases
Results
Significant increases in average visit value, conversion and AOV
About 30% of users engage with Dialogue’s assets. These visitors have three and a half times longer average session time.
Shoppers who engaged with Dialogue’s assets have shown an X3.5 higher conversion rate and a 68% uplift in session time. More than 12% of all of L’occitane’s sales on the website are direct sales from engaging with Dialogue Assets.
Users who engage with Dialogue shown 22% increase in their basket value.
20%Increase in Conversion
22%Increase in average
user value
12%Pure Sales
through Dialogue different assets
62%