Vilvah Store is a homegrown skincare brand known for its clean formulations, sustainable ethos, and loyal community of conscious consumers. With a thriving D2C presence via vilvahstore.com and a growing offline footprint, Vilvah partnered with Nector to elevate customer retention through loyalty.
Skincare
The Problem
As Vilvah scaled across both online and offline channels, one challenge became clear: retaining high-intent customers and driving repeat purchases without relying on discounts. While the brand enjoyed strong first-time traction, there was no structured system to reward loyal shoppers, incentivize word-of-mouth, or build long-term customer value — especially across its omnichannel footprint.
The Solution
Vilvah rolled out a unified rewards program with Nector that let customers earn and redeem coins seamlessly across online and offline stores, making every purchase more rewarding. Alongside this, they enabled referral incentives to activate their existing loyal base as brand advocates.
SUCCESS METRICS
1. Increased Average Order Value (AOV)
Loyalty members consistently placed higher-value orders both online (25% higher AOV) and offline (93% higher AOV), demonstrating that rewards are a key driver of larger basket sizes.
2. Loyalty Driven Orders: ~18% (Online and Offline channels)
A significant share of total orders came from loyalty users, showing that the program didn’t just engage — it converted.
3. Avg Coin Redemption Rate: 24.6% (Online and Offline channels)
Customers actively redeemed their coins, proving the program’s value and reinforcing repeat purchase behavior.
*Timeline:
(May-July, 2025)
