Introduction
For leading beauty brand ICONIC London, finding new ways to engage customers while driving conversion and increasing Average Order Value (AOV) without deep discounting was essential. Partnering with Juno Ecommerce and utilising Nibble’s AI conversational commerce tool, ICONIC London achieved remarkable results, with custom offers that reflected their brand’s voice and a well-crafted strategy that encouraged increased spending through minimal discounts. This case study highlights how Juno Ecommerce, through strategic customisation and partnership, helped ICONIC London elevate its customer experience and revenue.
The Challenge
ICONIC London needed a way to encourage higher spending without diluting its brand value through high discounts. The brand sought an interactive, engaging approach to connect with shoppers that would enhance brand loyalty while still driving conversions. They aimed to clear specific lines of excess inventory while maintaining a high-end brand image and improving overall AOV.
The Solution
Juno designed, developed and launched a fully customised B2B platform on Shopify Plus 2.0 using our Core Framework as its base, for an efficient and agile delivery, with performance and SEO’s best practices in mind.
We focused on enhancing the customer experience with a seamless trade registration process and login system, enabling professional customers to access exclusive content, pricing, and product offerings tailored to their needs.
Dynamic content was integrated to provide personalised experiences based on login status, ensuring trade customers saw relevant information and offers to improve engagement.
To enhance user navigation and encourage repeat business, the site’s design prioritised intuitive product categorisation, streamlined navigation, and a simplified checkout process. These innovations significantly reduced friction and made purchasing smoother for trade customers.
Customising the Conversational Commerce Experience with Nibble
To address ICONIC London’s unique needs, Juno Ecommerce customised the conversational commerce experience with Nibble, an AI chatbot tool allowing customers to "negotiate" their purchase in a fun, on-brand way. This approach encouraged higher AOVs with low discounts by building an engaging, playful interaction aligned with ICONIC’s tone of voice.
On-Brand offers, babe!
Juno collaborated with Nibble to personalise the AI chatbot’s responses to reflect ICONIC’s vibrant and playful brand voice. This alignment in tone fostered stronger engagement, with shoppers using ICONIC’s language back to Nibble, creating a natural extension of the brand’s personality.
AOV Increase Through Minimal Discounts
The integration of Nibble allowed ICONIC to clear specific inventory without resorting to deep discounting. The results showed a remarkable 50% increase in AOV, achieved with single-digit discount rates—demonstrating that even minor incentives, when combined with an interactive experience, can drive significant gains.
Results and Impact
Enhanced Customer Engagement
By tailoring Nibble’s personality to ICONIC’s tone, the AI chatbot encouraged customer interaction in a way that felt genuine and fun. Shoppers embraced the experience, contributing to more engaging and conversational Ecommerce.
Increased AOV with Low Discounts
ICONIC London saw a 50% boost in AOV, with customers responding well to smaller discounts. This outcome highlighted that customers were willing to spend more when presented with an enjoyable, brand-aligned experience.
The Power of Partnerships
The partnership between Juno, ICONIC London, and Nibble highlights the power of on-brand, conversational commerce in engaging customers while increasing revenue. This innovative approach showcases that with the right strategy, brands can raise AOV without relying on steep discounts, reinforcing both brand value and profitability.
For ICONIC London, the success of this initiative has opened up new opportunities for future campaigns, and Juno looks forward to helping them continue leveraging tailored digital solutions for optimal results.
Increase In Average Order Value
50%
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