Use Data To Create A Beautiful Experience, And Upgrade From New Customers To Loyal Members
Two years ago, 19again adopted beBit TECH’s OmniSegment CDP to integrate customer data, such as official website member information, purchase records, and real-time browsing behavior. This integration enabled the team to build a 360-degree customer profile and quickly deploy personalized communication across key channels such as LINE Official Account, website pop-ups, EDMs, and SMS. As a result, this data-driven strategy has significantly improved marketing efficiency and the overall customer experience.
The Official Website Pop-up Window Was Used For Instant Interaction, And The Monthly Registered Member Performance Increased By 38%
To strengthen loyalty, 19again uses beBit CDP pop-up to guide new customers to register and make their first purchase using registration discount coupons. If a user signs up but doesn’t complete a purchase, the system automatically sends reminders on LINE or EDM within an hour and again the next day. This automation led to a 38% increase in revenue from newly registered members in one month.
Blaire, the founder of 19again said, “
We value each new customer's experience. With beBit CDP's automation, we can respond instantly and create a strong first impression of our brand.”
Building Loyalty With Brand Wallpapers And AI Product Recommendations Connect Data, Emotions, And Experience
19again brought emotion into the process by developing a detailed membership system with birthday gifts, upgrades, and exclusive offers. Branded wallpapers are sent to members each month as part of their EDM flow. This experience allows customers to feel the brand's care and warmth in content design. At the same time, beBit’s built-in AI recommendation engine offers personalized product suggestions based on user activity that are automatically attached to EDM or LINE.
“Since implementing AI-driven recommendations, our basket size has increased by 28%, showing the effectiveness of precision marketing,” said Blaire.
Multichannel Enhances The Benefits And Increases Income From Loyal Customers By 136%
During the launch of a new scalp care line, 19again used a multichannel exposure strategy. The campaign started with a YouTube teaser, followed by product launch announcements via LINE and EDM using beBit CDP with strong visual content. A final SMS was sent six hours before the event ended, maintaining a smooth message flow and reinforcing brand impact.
Blaire mentioned, “
80% of revenue came from returning customers, leading to a 136% growth, showing the power of timing and data use.”
Seamless OMO: Connecting Digital and In-Store
With the launch of its flagship store in Xinyi District, 19again has actively promoted in-store experiences to members and offered limited edition products, gift sets, and experience activities like perfume testing and anti-stress cushion brush demos. These touchpoints encourage members to visit the offline store and deepen their brand engagement.
For those who hadn’t purchased, 19again uses personalized messages to encourage them to visit the store and try the product. After in-store transactions, customers received a follow-up EDM within 2-3 days asking for feedback. This loop helped the team refine the sales approach, service quality, and maintain engagement. The result is 19again successfully integrating online and offline channels to create a smooth, respectful, and customer at the center of brand experience.
Results
For 19again, data is more than a tool for decision-making, it became the engine behind brand growth and deeper customer connections. 19again has shifted from intuition-based decisions to data-driven strategies, achieving a complete upgrade across all channels and customer segments.
By combining AI product recommendations with an automated workflow, 19again significantly improved customer engagement and loyalty. It can be seen from the result in a 28% increase in basket size, a 38% revenue lift from new members, and a 136% growth in annual sales from returning customers.
