Welcome to the BlueConic Doer Spotlight, where we highlight the hands-on doers using BlueConic to take their data strategies to new heights.
Today, we’re excited to feature Alejandra Tenorio at RMS Beauty. Alejandra explains how she’s using Experiences by Jebbit to personalize the customer journey, drive conversions, and boost retention through gamification and tailored product recommendations.
What's your role?
I am the Senior Director of Digital Marketing and eCommerce at RMS Beauty.
What are the top three things you envisioned accomplishing with Experiences by Jebbit?
We had a three-pronged approach when we first launched Experience by Jebbit:
Accelerating lead generation: We wanted to streamline the customer journey by moving users through the consideration phase faster and equipping them with tools that help convert them into first-time buyers.
Increasing retention with gamification: For our existing customers, the focus was on improving retention by gamifying their shopping experience. This included cross-selling within our product catalog to foster a deeper relationship with our brand.
Personalizing email marketing with quiz insights: Lastly, we aimed to leverage the insights gathered through the quizzes to personalize our email marketing. By understanding customer preferences and behaviors, we could deliver tailored content that addresses their unique needs, ensuring we’re sending the right information at the right time.
What kind of results have you seen since working with Experiences so far?
The results have been incredibly promising. We've seen Average Order Value (AOV) and Conversion Rate (CVR) increases across all of our experiences, with improvements of over 40% compared to our baseline. This demonstrates the impact of personalizing the shopping experience and providing customers with relevant, tailored product suggestions.
What’s the most exciting thing you’ve done using Experiences?
The most exciting collaboration thus far has been the launch of our first experience that gives users unique, customized product recommendations based on their specific needs. This combination of personalization and user engagement not only enhances the customer experience but also drives conversions, as customers feel more confident in their product choices when they see a tailored RMS Beauty routine just for them.
What’s next on your Experiences journey?
Another experience! The team is working on the roll out now. We're so excited -- it'll be our 4th experience on site. Each new experience brings fresh opportunities to enhance the experience and deliver value to our customers, so we’re excited to see how it will help us further build on our success.
If you could give one piece of advice to a team just starting with Experiences, what would it be?
I’d say, start by understanding why your customer journey needs a quiz. Is it primarily for product education, or are you trying to gamify the experience to increase engagement? If your goal is education, my advice would be to focus on building an experience that answers the WHY a customer needs your product. This clarity will help you design a more meaningful and impactful experience.
