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Clensta, the innovative personal care and wellness brand, is making waves in the retail industry with its use of advanced technologies and sustainable practices. Himanshu Pathak, the EIR and Founder's Office spokesperson, shares insights on current trends in customer engagement, personalisation strategies, omnichannel marketing, and how Clensta has differentiated itself from other brands. He also discusses how WebEngage has helped Clensta improve customer journeys and increase conversion rates. Read on to learn more about Clensta's journey to success.
What trends are you seeing in the retail industry in terms of customer engagement to better serve its clients?
Personalisation: Retailers are using data and technology for personalization, such as tailored recommendations and customized promotions. Seamless omnichannel experiences: They are investing in omnichannel technologies like mobile apps and chatbots for an impeccable customer experience.
Sustainability: Retailers are also offering eco-friendly products and promoting sustainable practices in response to growing customer interest.
How have you created personalised experiences for your customers?
We are constantly gathering and analysing customer data such as purchase history, demographics, and preferences to identify patterns and insights that can be used to create personalised experiences. This entails categorising your customers according to their interests, preferences, and behaviours. The content on our website is then personalised, such as product recommendations, relevant promotions, personalised messages, and personalised landing pages.
What specific omnichannel marketing strategies have you implemented, and how have they impacted business growth?
Clensta employs omnichannel marketing strategies such as Web Push, WhatsApp Marketing, Email Marketing, and WhatsApp Commerce. Clensta's engagement has increased by 28% as a result of these strategies. These strategies have assisted us in raising brand awareness and increasing customer loyalty.
How has Clensta differentiated itself from other brands?
Despite the proliferation of beauty brands, our primary goal has always been to advance the technologies used in the creation of personal care and wellness products. We developed several technologies, including STAR, CRAN, and PAP, as a result of our collaboration with IIT Delhi, that we use to formulate our products. We are proud to be the only personal care and wellness brand with 25+ patents for our innovative technologies and formulations (few granted). Furthermore, we have pioneered the use of unusual ingredients in our personal care products, such as Red Aloe Vera and Egg Protein. For example, we launched India's first-ever warming lotion, which aids in maintaining body temperature during cold winters. We are extremely proud of our achievements and look forward to our future.
How has WebEngage helped you along this journey? Can you share specific examples?
We've been using WebEngage for over a year to constantly improve customer journeys, retargeting them through multiple touch points such as push notifications, email, WhatsApp, or SMS. We have seen a significant increase in conversion rate, with an average 23% increase month on month. It has assisted us in improving our brand recall and lowering our CAC. We've also seen a 10% decrease in cart abandonment.
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