Innovist

The Challenge: Strengthening Retention Across a Growing Personal Care Portfolio 

Personal care customers have access to a wide range of brands, products, and offers. Building lasting customer relationships requires consistent engagement throughout the post-purchase journey.

Innovist needed a retention strategy that could encourage customers to return while also supporting customer advocacy and trust.

Key challenges included:

• Encouraging customers to return and purchase again
• Increasing average order value among engaged customers
• Creating urgency around unused loyalty coins
• Turning satisfied customers into brand advocates
• Improving referral participation and completion
• Collecting authentic customer reviews
• Maintaining consistent communication across the customer journey
• Providing a smooth rewards experience across different checkout flows

About Nector’s Loyalty and Referral Program 

Nector helps ecommerce brands increase customer retention, referrals, and customer lifetime value through connected loyalty experiences. Through Nector's loyalty program, brands can reward customers for purchases and meaningful actions such as submitting product reviews, with features like coin expiry and automated communication giving customers timely reasons to revisit the store and use their available rewards.

Through Nector's referral program, existing customers can refer friends and earn rewards when eligible referral actions are completed, encouraging participation in customer-led acquisition. Loyalty data connected across engagement and checkout platforms ensures customers receive relevant communication and a consistent rewards experience throughout their buying journey.

Innovist's referral program turns loyal customers into brand advocates, rewarding both the referrer and their friend with 100 ICash and creating a cycle of trust, sharing, and repeat purchases. 

By gamifying referrals with a public leaderboard, Innovist drives friendly competition among its most engaged customers, keeping shoppers motivated to share, return, and climb the ranks.  

The Solution: Connecting Retention, Reviews, and Referrals with Nector 

Nector helped Innovist create a connected customer engagement ecosystem focused on repeat purchases, customer advocacy, and long-term value.

1. Referral Program to Encourage Customer Advocacy

• Customers could refer friends through a structured referral journey
• Referral incentives gave existing customers a reason to recommend the brand
• Referred shoppers received a clear incentive to complete their first purchase
• Rewards encouraged participation from both existing and prospective customers
• The referral journey achieved a 34.51% completion rate during the analysis period

2. Reviews to Build Trust and Engagement

• Customers were encouraged to share feedback after their purchases
• Review incentives created additional post-purchase touchpoints
• Authentic customer feedback helped strengthen product credibility
• Reviews supported purchase decisions for prospective customers
• Rewarding reviews kept customers engaged beyond the transaction

3. Coin Expiry to Encourage Timely Repeat Purchases

• Coin expiry created a defined period for customers to use their rewards
• Expiry reminders encouraged customers to revisit the store
• Customers had a timely reason to make their next purchase
• Coin expiry campaigns helped keep earned rewards active and relevant
• The strategy supported continued participation in the loyalty program

4. Customer Engagement with MoEngage

• Integrating MoEngage with Nector allowed Innovist to incorporate loyalty and rewards communication into its customer engagement journeys
• Customers received relevant updates about earned coins, available rewards, referral activity, and upcoming coin expiry
• Timely messages helped maintain engagement between purchases and encouraged customers to return

5. Integrated Reward Experience at Checkout

• Through integrations with GoKwik Checkout and Shiprocket Checkout, Innovist extended the rewards experience across key stages of the purchase journey
• Customers could access and redeem eligible rewards during checkout
• This reduced friction and created a more consistent experience from engagement to purchase completion.

Success Metrics: Retention, Customer Value, and Referral Performance 

• 55.82% Repeat Purchase Rate Among Nector-Driven Orders 

Repeat customers contributed 55.82% of all Nector-driven orders between January and July 2026. The result reflects strong repeat engagement among customers participating in Innovist’s loyalty ecosystem and shows the program’s role in encouraging customers to return.

• 34.51% Referral Completion Rate 

Innovist’s referral program achieved a 34.51% completion rate during the analysis period. More than one-third of referral sign-ups progressed to completed referrals, demonstrating meaningful participation and providing Innovist with an additional channel for customer-led acquisition.

• 34.17% Higher Average Order Value 

Nector-driven orders generated a 34.17% higher average order value compared to non-Nector orders during the analysis period. This indicates that customers engaging with the loyalty ecosystem spent more per transaction, supporting stronger customer value and revenue contribution.

Note:

Data for January 2026 reflects the early stages of program setup and may not represent a complete picture of repeat purchase activity for that month. 

^Timeline

^{January 2026 – July 2026}