Enabling a beauty retailer to:
Increase footfall, with 55% of customers booking appointments online making a purchase.
Improve future revenues, by enhancing customer loyalty among millennials.
Reap the rewards of over 4,000% ROI.
Our client is an international retailer of body, face, fragrance and home products. They operate in over 90 countries across six different continents.
In a strategic move to transform their in-store experience, while also adhering to contemporary high-street trends and appealing to the growing millennial and GenZ demographics, the beauty retailer has been building new in-store service offerings, including complimentary hand massages and skincare rituals.
These initiatives were designed to increase footfall in stores, by encouraging customers to come in-store to test, experience and buy products, while also boosting the number of customers interacting with the beauty retailer’s brand. To achieve this, they needed a retail-focused appointment booking system to enable their customers to book services online or in-store.
To drive footfall to their new in-store services within their flagship store in London, the beauty retailer deployed the flexible, powerful and yet simple-to-manage Qudini Appointment Scheduling software. In addition, they used the Qudini Event Management software to manage their in-store events targeted at engaging the press and influencer community. The software enables them to create a more millennial-focused proposition and drives these younger consumer demographics to their stores.
The appointment customer journey with Qudini Appointment Scheduling software:
• Customers using the beauty retailer’s website can select a brand and book a hand massage or skincare ritual appointment.
• A confirmation SMS and email confirms the customer’s booking.
• A reminder SMS and email are sent the day before the appointment.
• When the customer arrives in store the staff check them in and see them right away.
The event experience with the Qudini Event Management software:
• Guests are invited to an event by the beauty retailer outside of the Qudini software.
• On receiving an RSVP, the beauty retailer’s event hosts will add the guest into the Qudini event platform.
• The guest will receive a confirmation email.
• On the day of the event, the beauty retailer’s event hosts will use Qudini to register guests as they arrive for the event.
Using the Qudini Shop Floor Management features, the store staff are able to manage their appointment customers, team members and shop floor activities using Qudini on their tablet devices. Staff members taking their breaks are able to speak to the shop floor manager who can record their break and manage when they are due to return.
The Qudini software drives new footfall to the beauty retailer’s stores’ services from online, 55% of which will convert to a sale at a high transaction value. This drives an ROI of 1,733% on the cost of using Qudini.
The Qudini software drives new footfall to stores, enabling the beauty retailer to build more customer relationships that will eventually convert online or across their channel partners. If each of those customers made just one additional purchase with the beauty retailer’s brand, this would enable the beauty retailer to generate an additional 3,262% ROI on the cost of using Qudini.
The new in-store services and online appointment booking offering make Qudini more appealing to the younger millennial demographic, who are now able to more easily transition to an offline shopping experience despite their ‘online-first’ mentality.
Retailer’s staff no longer waste time managing appointments and can focus on more important tasks. In addition, store managers use Qudini to manage their colleagues availability, activities and breaks, helping to save time and improve store productivity.
The Qudini Event Management software allows the beauty retailer to easily manage their influencer and press events, creating a better experience and saving time for their event teams.
Qudini provides the beauty retailer with unique data insights on footfall trends and customer needs, enabling the business to understand how to best allocate resources and improve their marketing initiatives.
Learn how Qudini powering the Specsavers store of the future:
“Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
“The footfall analytics and the task management analytics that we get from Qudini has really helped us to understand how the stores are actually planning time and utilizing the people in-store. It also gives us some really clear insights into when customers are coming in and what they want.”
“For us it’s all about retention. And Qudini allows us to give that value add to ensure that we are giving the best possible experience for customers at the start and end of their journey.”
“Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”
“If Qudini was taken away from the store, I am not exactly sure how we would cope. I wouldn't even want to imagine life without Qudini."
“Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn how to utilize all the services.”
“If you are looking to improve your customer experience and increase sales then this is the best company to get in touch with. Qudini provides clients with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”
“We’ve been working with Qudini for a number of years now. We went through a robust selection process looking at the global industry leaders and we found that the flexibility and the speed at which Qudini worked really allowed us to roll forward with what we have now.”
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