Transforming Customer Engagement with Braze

The brand was facing:

• ❌ High cart abandonment rates (especially on mobile)
• ❌ Low repeat purchase frequency
• ❌ Generic messaging with no personalization
• ❌ Disconnected tools for email, SMS, and push
• ❌ Inefficient campaign execution and delayed targeting

We designed and implemented a customer-first engagement ecosystem using Braze:

🔗 1. Unified Customer Data Platform

• Integrated website, app, and CRM data into Braze
• Created a 360° customer view including:
  • Skin preferences
  • Purchase history
  • Browsing behavior

🎯 2. Smart Segmentation for Beauty Buyers

We built dynamic segments such as:

• First-time buyers
• Repeat skincare buyers
• High-value customers (VIPs)
• Inactive users (30/60/90 days)

This allowed highly targeted campaigns instead of mass messaging.

🤖 3. Lifecycle Automation Journeys

Automated flows designed specifically for cosmetic buyers:

• 🌸 Welcome Flow – Product education + brand story
• 🛒 Abandoned Cart Recovery – Personalized reminders + offers
• 💄 Product Replenishment – Based on usage cycles (e.g., serums, creams)
• 🔁 Win-back Campaigns – For dormant users
• 🎁 Loyalty & VIP Campaigns – Exclusive offers for repeat buyers

📲 4. Omnichannel Engagement Strategy

Coordinated messaging across:

• Email (product storytelling & offers)
• SMS (flash deals & urgency)
• Push Notifications (real-time engagement)
• In-App Messages (personalized recommendations)

🧪 5. Personalization & Experimentation

• Dynamic product recommendations based on browsing
• Shade/skin-type based targeting
• A/B testing for:
  • Subject lines
  • Offer types
  • Send timing

Within 90 days of implementation:

• 📊 +52% Increase in Repeat Purchases
• 🛒 +38% Improvement in Cart Recovery Rate
• 📈 +41% Boost in Campaign Engagement (CTR & Open Rates)
• 🔁 +33% Increase in Customer Retention
• ⚡ 70% Reduction in Manual Campaign Effort

What Made the Difference

• Personalized product journeys (not generic promotions)
• Behavior-triggered campaigns (real-time engagement)
• Data-driven segmentation
• Consistent omnichannel communication