The beauty and skincare industry is experiencing a steady rise in customer acquisition costs. As e-commerce brands continue to grow, retaining existing customers has become just as important as attracting new ones. With acquisition costs increasing each year, having a thoughtful retention strategy is essential for long-term success.

Vilvah, already well-known for its clean formulations and commitment to sustainability, had built a loyal customer base through strong product quality and brand values. As they continued to scale, they began looking for ways to streamline customer engagement further and create more consistency in post-purchase interactions. While their existing efforts were effective, they saw an opportunity to make the retention experience more structured and efficient.

In this context, Vilvah integrated Nector’s loyalty program as a way to support their ongoing strategy. Rather than replacing what was already working, Nector helped enhance certain touchpoints, making it easier to deliver personalized rewards, encourage repeat purchases, and maintain engagement across channels.

In this blog, we’ll explore how Vilvah incorporated Nector’s tools to complement their existing approach and strengthen customer loyalty without changing the core of what already made their brand successful.

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Key Takeaways

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• 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.

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Why Vilvah Chose Nector: A Partnership Built for Growth

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Vilvah Store, a premium skincare brand, needed a way to automate customer engagement and improve retention as its business expanded across online and offline channels. While they had established a strong presence, the challenge was finding a solution that could both automate and personalize customer loyalty effectively as their brand grew.

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 smooth experience for customers. With its intuitive interface and powerful analytics, Nector became a tool that could support Vilvah’s vision of personalized engagement at scale.

By integrating Nector, Vilvah was able to automate loyalty processes, offer personalized rewards, and foster consistent customer experiences across all channels. The collaboration helped drive retention without relying on frequent discounting.

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

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How Nector Contributed to Vilvah’s Retention Strategy?

When Vilvah introduced Nector into their existing retention strategy, the goal was to strengthen customer loyalty further. Over time, they began to see positive indicators that reflected the impact of their combined efforts.

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1. AOV Growth Across Channels

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With the implementation of Nector’s loyalty program, Vilvah saw a notable increase in AOV. Customers, motivated by loyalty points, began adding more items to their carts. Online, AOV grew by 25%, while offline saw an impressive 93% increase. The loyalty program provided customers with a clear incentive to spend more per transaction, improving their shopping experience.

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2. Loyalty-Driven Orders at 18%

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The loyalty program helped drive sales, with loyalty members accounting for 18% of all orders. This demonstrates how the program not only engaged customers but also converted them into repeat buyers, making customer retention more predictable and measurable.

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3. Strong Redemption Rate at 24.6%

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The 24.6% redemption rate reflected the program’s success. Customers were actively using their loyalty points, showing strong engagement with the rewards system. This high redemption rate meant that customers were not only earning points but also motivated to redeem them, leading 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

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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.

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1. Loyalty Module

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

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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.

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2. Referral Module

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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.

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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.

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3. Reviews Module

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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.

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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.

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

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Vilvah’s Takeaway on How Nector Supported Their Growth

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Vilvah Store enhanced its customer retention efforts with Nector’s loyalty program. By integrating personalized rewards, gamified elements, and consistent omnichannel experiences, Vilvah was able to see improvements in repeat purchases, AOV, and overall customer engagement. This shift towards a loyalty-focused strategy helped the brand build a more sustainable and long-term approach to customer relationships.

Nector’s loyalty program provided Vilvah with the tools to strengthen customer connections, automate engagement, and support growth. With easy integration across online, app, and offline channels, Nector helped the brand manage retention efforts and scale them effectively.

"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.

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.