L'Occitane Australia
L'Occitane en Provence is a global premium cosmetics and skincare brand, present in more than 90 countries. In Australia and New Zealand, the brand operates 55 stores, where offering a smooth and qualitative experience is an absolute priority.
L'Occitane Australia
L'Occitane en Provence is a global premium cosmetics and skincare brand, present in more than 90 countries. In Australia and New Zealand, the brand operates 55 stores, where offering a smooth and qualitative experience is an absolute priority.
L'Occitane Australia
L'Occitane en Provence is a global premium cosmetics and skincare brand, present in more than 90 countries. In Australia and New Zealand, the brand operates 55 stores, where offering a smooth and qualitative experience is an absolute priority.
L'Occitane Australia
L'Occitane en Provence is a global premium cosmetics and skincare brand, present in more than 90 countries. In Australia and New Zealand, the brand operates 55 stores, where offering a smooth and qualitative experience is an absolute priority.
Initial issues
Simplify in-store customer enrollment with a fast and smooth process.
Allow instant and secure identification at the checkout, without relying on manual entry or excessive sharing of personal data.
Animate the loyalty program using modern tools (push notifications, personalized offers directly on the wallet pass).
“In-store registration was time-consuming, and customer identification at the point of sale could slow down the checkout process. There was also a lack of a direct and dynamic channel to engage our customers with targeted offers.
Deployed solution
With The Wallet Crew, L'Occitane launched a digital membership card integrated into Apple Wallet and Google Wallet, connected to existing systems (Cegid POS, Adobe Marketing).
- In-store enrollment: the customer scans a QR code and registers instantly via a form linked in real time to the POS.
- Identification at the cash register: the wallet pass replaces manual search, making the process fluid and protecting data confidentiality.
- Customer engagement: thanks to Google Wallet's Value Added Offers, personalized promotions, benefits and notifications are sent directly to the pass.
- Retail adoption: beauty consultants appreciate the simplicity of the tool, which speeds up registration and improves the shopping experience.
“The shops were enthusiastic right from the test! ”
Results
- +115,000 registered customers in 9 months.
- 90% of registrations made via QR codes in stores.
- 70% of registrants add their card to Apple Wallet or Google Wallet.
- Faster and frictionless checkout thanks to wallet identification.
- Wallet used as a modern communication channel, with targeted offers and push notifications.
Key benefits
- Accelerated in-store customer acquisition.
- Seamless and premium checkout experience.
- A direct and dynamic channel to engage customers.
- Increased satisfaction of teams and customers.
Future Perspectives
Extension of the project to other APAC regions. Automated relational campaigns, enriched by wallet data.
“With The Wallet Crew, we transformed customer registration and identification into a seamless in-store experience, while connecting the solution to our existing systems (Cegid & Adobe). We've also opened up a modern channel to engage our customers with personalized offers, and our advisors love the simplicity of the tool.”