Insights

Grep Digital completes digital transformation study for a beauty & spa client

September 30, 2022

“Digital technology will follow consumers everywhere, influencing their product purchases and helping them to navigate the complexities of the beauty aisle…. digital technology will make shopping more personal” – Mintel

A leading beauty and spa company engaged Grep Digital to provide a framework to transform into digital first practices.

The company is a pioneer in its industry with decades of service experience & runs a prominent chain of beauty salons. They provide specialized haircare, skincare, makeup and spa services both in on-demand as well as packaged formats

The digital adoption initiative itself was sponsored & driven by recent success stories of Lenskart and Nykaa that indicate that the market is rewarding digitally driven experiences and is a recommended path for any consumer service company looking for better returns and valuation.

Grep Digital Business Transformation Framework

The Grep Digital team made a suggestion to adopt a customer centric framework to channelize the effort. The goal is to make the brand have a digital footprint through all stages of the customer journey

• Learning & Discovery
• Buying Point
• Availing Service & Support
• Post-Service Engagement

Grep Digital undertook a study in each of the above stages considering the customer expectations, technology possibilities and current offerings. It highlighted key business decisions and actions towards a preferred consumer choice.

How was the Solution Presented

Customer embarked on a multi-pronged approach for the end-to-end digital foundation for the company.

Grep Digital recommended an approach to increasing the interactive brand experience leveraging on both physical and online presence leading to higher brand awareness and revenue flows.

Identify the future growth areas where digital native experience appeals to a broader customer base and increase the market reach.

The digital customer touchpoints include mobile, website, post-service communications and social media presence. Increasing the in-store experience of customers including courteous staff, multitude of product choice and augmented reality-based trials.

An example is an Augmented Reality (AR) based prototype, a try-before-you-buy plug-in module that provides an immersive experience to the buyer which in turn creates a happy customer.

The Outcome

The outcome is a step-by-step approach with clearly identifiable outcomes on savings, increased customer footfalls, digital presence and growth in revenue projections.

Does all this sound complex and need to start urgently? Contact Grep Digital to start on your digital transformation process.