How Temple Spa doubled mobile revenue by adapting to online shopper preferences

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Temple Spa doubled mobile revenue after upgrading its ecommerce operation in line with how customers prefer to shop. This case study looks at how the luxury skincare and spa brand worked with ecommerce agency Gene to get a 67% increase in mobile conversion rate over the same period.


The challenge

Temple Spa, co-founded by industry experts Mark and Liz Warom, retails exclusively in Harrods and online, is used by London Hotel group Firmdale and available at premium hotels and spas in the UK and Europe. The brand also has a US presence, selling online in the country.

“Our customer base shops with us primarily using mobile and tablet devices,” said Adrian Bond, Executive Director at Temple Spa. “Innovation and best practice around selling online is continually shifting, as is consumer behaviour, and our website allows much more flexibility in terms of growth. Gene’s pedigree in building and implementing advanced mobile technologies means we have a sophisticated online shopping experience and the best tools available to serve customers the way they want to be served.”

The results

Working with agency Gene, the beauty brand saw a 106% increase in turnover from mobile over 12 months after moving to the Magento 2 Commerce platform and creating a smoother, more intuitive customer journey.

Working with ecommerce agency Gene, the retailer also saw a 67% increase in mobile conversion rate over the same period.

Gene is currently developing a new way for the retailer’s direct selling division to benefit from the latest web-based mobile technologies. Temple Spa consultants hold classes in customers’ homes to educate them on beauty techniques and demonstrate products, and will be able to access the full catalogue, activate promotions and place orders while offline. New progressive web app technology will enable faster mobile connections and local storage in case network coverage or wifi is lost.

“Temple Spa was among the first retailers in the UK to upgrade to the Magento 2 platform, which gives huge scope to offer customers an evolving, immersive digital shopping experience,” said Matt Parkinson, MD of Gene. “The direct selling division will utilise advanced technology that’s underpinned by Google and work on mobile devices even when offline. Consultants will first download the entire website to their phones, then browse as if using an app. It behaves like a website that is regularly updated with products and prices, and will add something of an omnichannel aspect.”

As part of Temple Spa’s customer acquisition strategy, later this year the retailer plans to offer shoppers a more personalised experience on its home page with the introduction of a skin diagnostic tool, which will act as a virtual consultant and ask a series of simple questions in order to recommend suitable skin regimes and products. Relevant special promotions will encourage people to explore the website further.

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