The beauty and skincare industry is seeing a steep rise in customer acquisition costs. As e-commerce brands like Vilvah Store grow, retaining existing customers becomes increasingly challenging. On top of that, the costs of acquiring new customers are growing by the year, making it harder for brands to sustain growth without a solid retention strategy.

Vilvah, known for its clean formulations and sustainability efforts, struggled with keeping customers after their first purchase. While initial sales were strong, customer loyalty was not as reliable. The brand lacked a structured system to keep high-intent customers engaged and returning for repeat purchases.

Amid rising competition and higher acquisition costs, Vilvah needed a smarter, more sustainable way to retain customers. Nector’s loyalty program became that solution, helping the brand turn occasional buyers into repeat customers through meaningful rewards and consistent engagement. 

In this blog, we’ll dive into how Vilvah used Nector to build long-term loyalty and boost retention across every channel.

Key Takeaways

• Vilvah saw a significant increase in customer retention, with a focus on personalized loyalty instead of discounting.
• The implementation of Nector’s loyalty program led to a 25% higher online AOV and a 93% increase in offline AOV.
• Loyalty members were responsible for 18% of total orders, showcasing the program's ability to convert engagement into sales.
• A 24.6% redemption rate indicated strong customer trust and active participation in the rewards system.
• The seamless omnichannel integration of Nector’s program allowed Vilvah to engage customers consistently across their online store, app, and physical stores.

Why Vilvah Chose Nector: A Partnership Built for Growth

Vilvah Store, a premium skincare brand, needed a way to automate customer engagement and improve retention. They faced challenges with customer loyalty, especially as their online and offline presence grew. The brand was seeking a solution that would not only automate but also personalize interactions.

Nector’s loyalty program was a perfect fit. Its ability to integrate a unified rewards system across Vilvah’s online store, app, and retail locations allowed for a seamless experience for customers. Nector’s ease of use, coupled with its robust analytics and automation, made it an ideal choice.

With Nector, Vilvah was able to build a personalized, automated loyalty system that provided consistent customer experiences and helped increase retention without relying on discounts.

Also Read: Maximizing Growth with CLV: A Strategic Loyalty Approach

How Vilvah Overcame Retention Challenges with Nector’s Loyalty Program?

Vilvah was stuck in the “discount trap.” Too many one-time shoppers, not enough loyalists. Here’s how they flipped the script by turning scattered touchpoints into one smooth, rewarding loyalty journey with Nector:

The Challenge

Vilvah struggled with turning one-time buyers into loyal, repeat customers. The reliance on discounts wasn’t sustainable, and there was no unified loyalty system that worked across their online store, app, and offline retail outlets. Customers were not being incentivized consistently, and the lack of automation meant high manual effort in keeping them engaged.

The Opportunity

Vilvah needed a platform that could consolidate all its customer touchpoints. A unified loyalty program could allow them to personalize rewards and automate customer journeys. They needed something that could make it easier to encourage repeat purchases and increase customer lifetime value. With such a system, they could stop focusing on discounts and instead build long-term loyalty through rewards.

The Solution: Nector Loyalty Suite

Nector delivered exactly what Vilvah needed. By integrating the loyalty system across all channels, the website, app, and retail, customers could earn and redeem points seamlessly. Automation allowed Vilvah to set up reward rules, earning conditions, and frictionless redemption. The integration with Vilvah’s POS system further ensured that the loyalty program worked smoothly across their entire business.

What Changes Did Nector Bring to Vilvah’s Retention Rates?

When Vilvah brought Nector on board, they weren’t chasing numbers; they wanted real loyalty. And soon enough, the results started speaking for themselves:

1. AOV Growth Across Channels

After implementing Nector, Vilvah saw a significant increase in its AOV. Customers, incentivized by loyalty points, began adding more items to their carts. Online, the AOV rose by 25%, and offline, it saw a dramatic increase of 93%. The loyalty program provided customers with a clear reason to spend more per transaction, enhancing their shopping experience.

2. Loyalty-Driven Orders at 18%

The loyalty program proved to be an effective sales driver. Loyalty members were responsible for 18% of all orders, indicating that the program not only engages customers but also converts them into repeat buyers. This increase in loyalty-driven orders showcased the program’s role in making customer retention predictable and measurable.

3. Strong Redemption Rate at 24.6%

The 24.6% coin redemption rate highlighted the program’s effectiveness. Customers were actively using their loyalty points, which indicated that the rewards system was engaging. This high redemption rate also meant that customers were not just earning points; they were motivated to redeem them. This leads to more visits and repeat purchases.

Overall, customers were spending more, coming back often, and actually enjoying the rewards. Nector turned loyalty from an idea into everyday action for Vilvah.

Also Read: How to Increase Referral Traffic: 15 Proven Strategies That Actually Work

How Does Nector Work for Vilvah? A Feature Overview

Behind Vilvah’s loyalty success lies a simple system that works hard in the background. Here’s a closer look at how each Nector feature fuels engagement, referrals, and trust without adding complexity.

1. Loyalty Module

The loyalty module integrated seamlessly into Vilvah’s customer journey with key features like a loyalty widget, automated earning rules, birthday rewards, and app download incentives. This allowed Vilvah to offer personalized, easy-to-track rewards for customers, making it simple to engage and motivate them to interact with the brand.

Impact of the Loyalty Module:

• Increased repeat buying behavior through gamified point earning and easy redemption.
• Boosted customer engagement by rewarding actions like purchases, app downloads, and birthdays.
• Strengthened customer loyalty by providing visible progress toward rewards, keeping customers invested in the brand.

2. Referral Module

Vilvah’s referral program encouraged loyal customers to spread the word, offering shareable links and automated tracking. This enabled customers to earn rewards for referring friends and family, turning them into active brand advocates.

Impact of the Referral Module:

• Lowered customer acquisition costs by utilizing existing loyal customers.
• Expanded customer base through word-of-mouth and referral incentives.
• Maintained brand loyalty by rewarding customers for advocacy, deepening their connection with the brand.

3. Reviews Module

Vilvah used automated review requests and incentivized feedback collection to engage customers and gather more reviews. This module integrated easily into the shopping experience, encouraging customers to share their experiences.

Impact of the Reviews Module:

• Increased trust and credibility by showcasing verified reviews.
• Boosted conversion rates as social proof drove purchasing decisions.
• Enhanced repeat purchases by using positive customer feedback for better engagement.
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From earning rewards to sharing referrals and dropping reviews, every customer action now adds value back to Vilvah. Nector didn’t just simplify loyalty; it made it part of every customer moment.

Vilvah’s Team on How Nector Supported Their Growth

"Having a great experience managing customer loyalty with Nector. It works perfectly across the website, Appmaker-built apps, and Shopify POS. The tech support is excellent - from onboarding to handling ad hoc requirements in day-to-day operations. The UI is easy to use, and the dashboard provides good analytics,” says Kabhilan Sembian, Growth Marketing Associate at Vilvah Store.

Also Read: Why Loyalty Programs Are Key to Scaling Your Shopify DTC Store in 2025

Vilvah’s Takeaway

Vilvah Store successfully overcame the challenge of customer retention by using Nector’s loyalty program. By integrating personalized rewards, gamified features, and seamless omnichannel experiences, Vilvah saw significant improvements in repeat purchases, AOV, and overall customer engagement. This strategic shift from discounting to loyalty-focused growth has set them on a path for long-term success and sustainable customer loyalty.

Nector’s loyalty program empowers brands to facilitate stronger connections with their customers, automate engagement, and drive meaningful results. With seamless integration across online, app, and offline touchpoints, Nector helps brands like Vilvah scale retention efficiently and effectively.

Are you also looking to scale your customer retention and boost loyalty? Book a demo with Nector today and start seeing results like Vilvah Store.

FAQs

1. How does Nector support omnichannel brands?

Nector integrates seamlessly across online stores, mobile apps, and offline POS systems. This allows omnichannel brands to provide a consistent and unified loyalty experience, ensuring customers earn and redeem loyalty points seamlessly across all touchpoints, driving engagement.

2. Can loyalty points be used across online + offline?

Yes, Nector allows customers to earn and redeem loyalty points seamlessly across all platforms, including websites, mobile apps, and physical retail stores. This ensures a unified and consistent experience for customers regardless of where they shop.

3. How easy is integration for beauty brands?

Nector integrates easily with popular e-commerce platforms like Shopify. This simplicity makes it ideal for beauty brands, allowing them to set up and manage personalized loyalty programs without requiring complex technical resources. This also enables a smooth integration experience.

4. How quickly can a brand like Vilvah see results?

Brands using Nector typically see significant improvements in customer retention, engagement, and order values within the first few months. Early results often include increased repeat purchases and higher average order values, reflecting the program's effectiveness in boosting loyalty.