Winners at the 2021 eCommerce Awards
Posted on 5th October 2021 at 10:35
🥂 We did it again ... we were amazed to hear that we had won the Best Health and Wellbeing Personal Care and Beauty eCommerce award with our partners Face the Future and Herd on the 29th September 2021. 🥂
Who made the shortlist?
We were lucky enough to have been shortlisted for all three award submissions, including Best B2C eCommerce site and Best Site Launch or Relaunch.
There were so many great entrants shortlisted in this years eCommerce awards, making winning any of the three awards we were nominated for a real challenge. We were honoured to have made the shortlist and were not expecting the win.
For the Best Health and Wellbeing Personal Care and Beauty eCommerce award, the competition was no easier, with seven other brands nominated for the award including retail and eCommerce heavyweights The Body Shop, Bulk and Tom&Co.
A massive congratulations to all of the other winners on the night, all of which can be found on the eCommerce Awards site.
Why is this eCommerce award so special to us?
Whilst the recent awards we won focussed on the relaunch of Face the Future's eCommerce site, the submission showcased the strides that have been made across the entire business, since Paul Thompson and Julia Barcoe Thompson acquired the business in February 2021.
Timing is everything in business and the timing of the acquisition was a challenging time, when their first job was to close their clinic and put COVID secure protocols in place.
These challenges did not stop Face the Future looking to develop the online side of the business, putting the foundations in place to grow and develop the business, with all areas of the business from brand planning to customer services contributing to the plans and the actions which have been implemented. This award demonstrates teamwork at its best.
Key innovations which have helped to drive the growth have included the following:
Increased investment and launched new paid for marketing channels, including a highly successful affiliate programme
Onboarding a new CRM and Email Service provider to ensure a 1:1 personalised approach to both the email and paid media strategies
Enhancing the customer experience with a new real-time skin test providing personalised product recommendations
Providing more choice for existing and new customers, with the introduction of a wide variety of payment methods including Buy Now Pay Later and Alipay and WeChat to meet the Chinese consumer needs
Launching a new loyalty programme to incentivise customers to shop more frequently with Face the Future
Introducing a new customer services platform, allowing Face the Future to respond to customers needs at pace both through phone and Live Chat
To deliver all of the above, Face the Future have invested in the team, with the size of the in-house team more than doubling in size, along with various digital 3rd party experts being onboarded along the way.
What Face the Future had to say about the win?
"Like many other businesses’, the last 16 months has been challenging; we had to adapt quickly to the changing consumer and digital landscape. The investments and partnerships we have made have helped to transform us to a digital first business, with growth well beyond our expectations. We’ve future-proofed our eCommerce strategy, ensuring we had a solution in place which would allow us to scale. It's amazing that our successes have been recognised by the industry once again.”
Paul Thompson, Owner, Face the Future
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