Plum’s omnichannel loyalty with Nector drives repeat purchases, with members generating 39.66% of orders.
With Nector’s unified rewards ecosystem, Plum connected every channel into one loyalty journey, lifting repeat purchases and pushing member-driven orders to 39.66% and an 11.59% referral completion rate in just 3 months.
% of orders from loyalty members
Nector driven revenue
Referral completion rate
Plum
Plum’s omnichannel loyalty with Nector drives repeat purchases, with members generating 39.66% of orders.
39.66 %
% of orders from loyalty members
37 %
Nector driven revenue
11.59 %
Referral completion rate
Skincare
Highlight
Plum Omnichannel strengthened customer engagement and repeat buying through Nector’s unified loyalty + referral ecosystem. By rewarding meaningful actions across every touchpoint, from online to in-store, and on the app, Plum built a high-engagement loop that drove consistent retention-led revenue.
About
Plum is one of India’s leading clean beauty brands, offering a range of skincare, haircare, body care, and makeup products that are rooted in safe and effective formulations. With a rapidly growing presence across D2C, mobile app, and offline retail stores, Plum focuses on delivering a seamless and delightful customer experience. As the brand scaled, creating a unified identity and reward system across all touchpoints became essential to driving sustainable, repeat-led growth.
The Challenge: Turning Fragmented Shopping Into One Cohesive Loyalty Journey
Plum had strong customer affinity but needed a better way to connect online, offline, and app shoppers into one unified loyalty journey. While customers shopped frequently, the absence of a centralised system made it difficult to reward, track, and influence behaviour across channels.
Key challenges included:
- Fragmented customer identities across channels
- Loyalty benefits that were inconsistent or invisible across touchpoints
- Limited ability to reward and measure meaningful actions such as repeat purchases, referrals, and engagement.
- A referral program without clear tracking or an integrated reward mechanism.
The Solution: An Omnichannel Loyalty & Referral System Powered by Nector
Plum partnered with Nector to deploy a comprehensive omnichannel loyalty and referral system that unified customers across retail, D2C, and the Plum app.
Nector Omnichannel delivered:
- Unified membership across all channels through deep integrations with Zwing POS, Plum’s custom app checkout, and GoKwik.
- A single customer identity that tracked purchases, points, and rewards seamlessly across retail stores, website, and app.
- Automated lifecycle communication using Netcore and WhatsApp (Tellephant), including reward nudges, reminders, and referral prompts.
- A high-performing referral program that enabled customers to share easily and generated an 11.59% completion rate.
- Rewards for high-value actions (purchases, referrals, reviews) via Judge.me, and engagement to build habit and loyalty.
- Real-time analytics for monitoring member behaviour, revenue contribution, and omnichannel activation.
Redeeming loyalty points at checkout with the discount instantly applied to the cart total, powered by a unified customer profile that tracks purchases and rewards across stores, web, and app
*Image for reference purposes only
Nector Loyalty widget highlights clear, action-based ways for users to earn rewards across the Plum website
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Success Metrics: Loyalty Adoption, Revenue Impact & Referral Growth
- 39.66 % of orders from Loyalty Members
Nearly 4 in 10 orders came from Plum Omnichannel loyalty members, showcasing strong adoption and deepening engagement across retail, app, and web shoppers.
- 37% Revenue from Loyalty-Driven Orders
Loyalty-influenced purchases contributed 37% of total revenue, underscoring the pivotal role of Plum’s omnichannel loyalty ecosystem in driving high-intent, repeat-led revenue.
- 11.59% Referral Completion Rate
Plum achieved an impressive 11.59% referral completion rate, reflecting strong customer advocacy and seamless referral-to-purchase journeys powered by Nector Omnichannel.
*Timeline
(August 2025- November 2025)
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