Founded in 2016 by chemical engineer Cindy Chu, Ms. Chu Soap & Beaut began as a personal mission to find gentle, effective skincare solutions for her daughter’s eczema. What started as a homemade natural balm quickly evolved into a trusted brand with eight retail locations and a thriving ecommerce presence. Known for its high-touch customer care and natural formulations, the brand has earned the loyalty of parents seeking safe skincare for their children and themselves.
The Challenge: Bridging Online and Offline Experiences
As the brand grew, Ms. Chu Soap & Beaut faced a common problem for scaling retailers: a disconnect between online and in-store experiences. Points earned online couldn’t be used in stores, store staff didn’t actively promote the online shop, and customer data remained fragmented, making it difficult to offer personalized service. Additionally, all in-store transactions were recorded on a different channel, limiting insights into customer behavior and complicating support for online inquiries.
To address these challenges, Ms. Chu Soap & Beaut implemented OMNI Loyalty, an omnichannel customer loyalty solution. This allowed the brand to unify its online and offline operations while empowering staff and elevating the customer journey.
Unified Loyalty Program Across Channels
With OMNI Loyalty, customers earn and redeem points whether they shop online or in-store. The loyalty program includes VIP tiers and exclusive rewards, encouraging repeat purchases and fostering brand affinity. Customers can enjoy the same seamless experience across all touchpoints, no more inconsistencies between channels.
Staff Attribution and Motivation
OMNI Loyalty’s staff attribution feature motivates employees to support both in-store and online sales. When a staff member assists a customer with account registration or closes a sale, they are credited for that customer’s future purchases, whether made online or offline. This creates a win-win situation: customers receive continuous, personalized care, and staff are rewarded for nurturing long-term relationships.
WhatsApp Integration: Real-Time Loyalty Engagement
To further elevate customer experience, OMNI Loyalty integrates with WhatsApp to deliver real-time updates and personalized engagement.
Through this integration, Ms. Chu Soap & Beaut can:
- Send automated loyalty updates: Customers receive WhatsApp messages when they earn or redeem points, reach a new tier, or when points are about to expire.
- Deliver tailored promotions: Targeted broadcasts are sent to segmented customer groups based on skin concerns, purchase behavior, and loyalty tier.
- Request product reviews: After purchases, automated messages encourage customers to leave feedback in exchange for future rewards.
This conversational touchpoint reinforces loyalty, keeps the brand top-of-mind, and supports scalable, meaningful engagement with tens of thousands of loyal members.
Deeper Customer Insights
OMNI Loyalty integrates directly with Shopify POS, giving the brand access to comprehensive customer profiles that include purchase history, loyalty status, and more. This helps the team provide better skincare recommendations and support, both in-store and online.
Results: Loyalty That Drives Revenue
By centralizing its customer data and loyalty initiatives with OMNI Loyalty, Ms. Chu Soap & Beaut has achieved impressive results:
- 2X increase in average order value
- 50% growth in total sales
- 10,000+ loyal members and counting
Customers often begin with one product and return to buy more for themselves, their children, and their friends. The unified loyalty experience makes them feel valued at every step, turning one-time buyers into lifelong advocates.
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