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Building Brand Loyalty with Chinese Customers

Case Study : Luxury Skincare Brand

The “essence” to success for luxury brands lies in increasing the lifetime value of customers, which starts by gaining trust through building “guanxi” (relationship) with customers. This means a process of understanding customer needs and creating personalised experiences to nurture loyalty.

Download this case study to learn how an international luxury skincare brand accomplished its goals of:

- Build a rich pool of customer 360 data in China by integrating data from Chinese social media, POS, and other systems

- Unify customer profiles across all channels

- Store customer profiles in Salesforce in China in a complaint manner

- Use customer data to build automated personalised journeys that builds brand loyalty

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