How Glow Theory Increased VIP Customer Value 3.8x
A Toronto skincare brand built personalized journeys that transformed one-time buyers into loyal fans.
Client Overview
The Challenge
Lisa Chen's clean skincare brand had amazing products but struggled with repeat purchases. Customers bought one serum and never returned. VIP customers weren't being nurtured differently than first-time buyers.
The Solution
We implemented skin type quiz onboarding, VIP tiered loyalty program, routine education sequences, and strategic product discovery campaigns that introduced complementary products at the right time.
The Results
VIP customers now spend 3.8x more than regular customers. Routine completion increased to 42%. Product discovery emails achieve 56% click rates. Cart recovery improved to 29%.
"Our VIPs feel like true insiders now. Early access to launches, birthday gifts, exclusive content—they tell friends. Word of mouth has become our biggest acquisition channel."
— Lisa Chen, Founder