Nurturing Customer Acquisition & Shopping Cart Conversions

1. Nurturing Customer
Acquisition & Shopping
Cart Conversions

2. About Natura
Natura is the largest cosmetics and
personal care company in Brazil. With a
passion for connecting consumers
through the power of wellness and
beauty, Natura’s network of products and
consultants now touches nearly 60% of
Brazilian homes each year. Its new social
commerce site, rede.natura.net, is
currently available to consumers in the
state of São Paulo.
gigya.com | 2
• Transformed
the
sales
process
to
a
highly
digitized,
interactive
shopping
experience,
contributing
to
network
growth
of
over
100
million
consumers
and
nearly
14k
consultants
!
• Thousands
of
daily
site
visitors
!
• A
9x
increase
in
repeat
user
logins
over
time
!
• Hundreds
of
shares
across
social
networks
each
day
!
• A
6x
increase
in
social
referral
traffic
over
time,
resulting
in
an
average
of
10%
total
daily
site
traffic
!
• Enhanced
audience
understanding
and
personal
user
experiences
via
permission-­‐based
identity
data
Case Study Highlights

3. 3
Challenge
Scaling the Sales Process to Accelerate
Customer & Revenue Growth
Key Challenges:
Scaling the direct-selling model for the digital
era
Growing word-of-mouth, product discovery
and customer acquisition
Maintaining the authenticity of customer and
consultant relationships
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As a high-growth company with its sights set
on expansion, Natura wanted to find a way to
scale and enhance its direct-selling model.
With customer and consultant relationships at
the heart of its success, Natura sought to
create an ecommerce experience with
consumer connectivity and community
engagement at its core.
Increasing new and repeat shopping cart
conversions
Developing an interactive brand loyal
community

4. gigya.com | 4
Solution
Building a Digital Storefront Powered by Personal Shopping Experiences
Natura transformed its direct-selling model by building a comprehensive ecommerce platform
where consumers can browse Natura products and connect with consultants directly. Gigya’s social
login powers this experience by giving consumers and consultants the ability to easily login and
verify their identities using their existing social media accounts.
When consumers visit rede.natura.net and login socially, they are able to choose consultants
based on a number of criteria, including whether or not they are part of their existing Facebook
networks. Customers can search and select consultants using any of the information in their
profiles, such as their areas of expertise and star rating.

5. gigya.com | 5
Solution (Cont’d)
Using Gigya’s gamification, consultants are able to earn badges based on a number of
achievements, like number of customers and volume of products sold - another factor consumers
can use to filter their selections.
Once a consumer selects a consultant, she is directed to his personal site URL and can message him
directly. Here, all orders are placed through the consultant and shipped to the customer directly,
expediting the direct-selling process while humanizing the ecommerce experience and developing
personal buyer/seller relationships.

6. gigya.com | 6
Solution (Cont’d)
Beyond connecting consumers with
consultants, social login also gives shoppers
the ability to interact with the Natura
community and take a range of valuable
actions. In addition to providing ratings for
consultants, shoppers can also use Gigya’s
reviews and comments to provide feedback
and have discussions about Natura products.
Socially logged-in consumers can share
products directly with their social networks
with the click of a button, driving product
discovery and brand awareness for Natura.
Prompting users to authenticate their
identities prior to sharing and providing
feedback helps Natura more efficiently
moderate user-generated content, improving
the quality and authenticity of user
interactions.

7. gigya.com | 4
Solution (Cont’d)
Natura encourages consumers to take these and other meaningful actions via Gigya’s gamification.
Users earn points and custom badges for logging in socially, sharing content, leaving reviews, buying
merchandise and more.
By logging in socially to rede.natura.net, consumers grant Natura access to a variety of data points
housed within their social profiles, including their birthdays, current cities, likes and social
connections. Capturing user identity enables Natura to tie this information to these shoppers’ on-
site behaviors, preferences and histories, including gamification badges and favorited products, to
create individual user profiles that foster more personal user experiences.

8. Solution (Cont’d)
All of this data is stored in Gigya’s
Identity Storage database to help
Natura and its consultants better
understand their customers, and can
be used to inform more relevant
messaging and communications across
channels.
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Key Implementations
Social Login: gives users the ability to verify
their identities with a single click using their
existing social media accounts
!
Share: boosts brand awareness and referral
traffic by syndicating content across social
networks
!
Ratings & Reviews: generates valuable UGC
while influencing product discovery and
purchase decisions
!
Comments: fosters an engaged community
of brand trust and consumer interaction
!
Gamification: incentivizes valuable user
actions to stimulate long-term participation
and loyalty
!
Identity Storage: provides a single view of
consumer identity that can be seamlessly
imported into 3rd party platforms
!

9. gigya.com | 9
“Gigya’s partnership has enabled us to digitize and scale our direct-
selling model while simultaneously maintaining the quality and
closeness of consumer and consultant relationships. Allowing
consumers to interact directly with one another, their consultants
and Natura products has led to consistent growth in transaction
volume and value. Associating consumers’ on-site activity with
verified user identities using Gigya’s Social Login and Identity
Storage is helping us grow a collection of first-party, permission-
based data, which provides us with a deeper understanding of our
customer base and the insight to reach them with an increasing level
of relevance in future campaigns.”
Marcio Orlandi,
Digital Presence Governance
Natura

10. About Gigya
Gigya helps clients build better customer relationships by turning unknown visitors
into known, loyal and engaged customers. With Gigya’s technology, businesses
increase registrations and identify customers across devices, consolidate data into
rich customer profiles, and provide better products and experiences through
integrations with leading marketing and service applications. More than 700 of the
world’s leading brands rely on Gigya to build identity-driven relationships and to
provide scalable, secure Customer Identity Management.
For more information on how to grow your business and increase sales with
interactive, identity-centric ecommerce, request a demo by calling 888.660.1469
or visiting: info.gigya.com/request-­‐demo.
!
Gigya doesn’t own any end user data and only processes this data on behalf of our clients. Learn more in our Privacy Policy at
www.gigya.com/privacy-­‐policy.