The Face Shop

The Challenge: Driving Repeat Purchases & Loyalty Engagement Across Customer Journeys

With a large customer base and frequent first-time shoppers, The Face Shop needed a scalable system to increase repeat buying and build long-term engagement beyond one-time discount-driven purchases.

Key challenges included:

• Encouraging customers to return consistently without depending heavily on flat discounts
• Building a clear rewards journey that customers could understand and adopt easily
• Increasing repeat customer participation in loyalty redemptions and earning behaviors
• Creating an advocacy loop through referrals to bring in high-intent new customers

About Nector’s Referral Program

Nector’s referral program helps brands turn existing customers into a scalable acquisition channel by rewarding users for sharing and driving successful referrals. With automated tracking, seamless sharing flows, and conversion-focused incentives, Nector makes it easy to increase completed referrals and grow through customer advocacy.

The Solution: A Retention Engine Powered by Nector (Loyalty + Referrals + Reviews)

Nector enabled The Face Shop to shift towards retention-led growth through:

1) Loyalty Program to Incentivize Repeat Purchases

• Customers earn coins for purchases and engagement actions
• Coins can be redeemed seamlessly at checkout
• Strong on-site visibility through the loyalty widget, nudging users to join and earn

2) Tier Program to Reward High-Value Customers

• Tier-based progression encourages customers to shop more frequently
• Higher tiers unlock better benefits, improving long-term engagement

3) Birthday Reward to Increase Emotional Loyalty

• Automated birthday rewards helped drive timely repeat orders
• Increased customer delight and brand affinity

4) Coin Expiry to Drive Redemption Urgency

• Expiry logic created urgency and improved redemption behavior
• Helped convert dormant points into repeat transactions

5) Referrals to Turn Customers into Advocates

• Customers refer friends and earn rewards when referrals complete
• Helped bring in high-intent customers through trusted recommendations

6) Reviews via Judge.me Integration

• Reviews were incentivized as a loyalty action
• Improved review volume and strengthened purchase confidence for new shoppers

Success Metrics: Loyalty Adoption, Repeat Engagement & Referral Performance

• 22.67% Loyalty Usage Rate Among Repeat Customers

A significant portion of repeat customers actively engaged with the loyalty program, indicating that the program influenced repeat-purchase behavior

• 16.34% Referral Completion Rate + 208 Completed Referrals

Referrals delivered measurable advocacy performance, resulting in 208 completed referrals overall

• 9.98% Orders from Loyalty Members

Nearly 1 in 10 orders were driven by loyalty members, highlighting strong program adoption

‍^*Timeline

^{(June 2024- January 2026)}