Paula Carrol leverages Beans Loyalty Program to retain over 80,000 customers.

Paula Carrol

Jewelry Shop | paulacarrol.com

Customers

80K

Monthly orders

6K

Repeat purchases

15%

Result in 9 months

+30%

Repeat purchases

$226,000

Growth in Revenue

+20%

Customer satisfaction

Paula Carrol, is a fast growing online shop for jewellery in California. Customers know them for being one of the best address online for simple yet elegant and affordable personal ornaments.

The Story

The essence of Paula Carrol Jewellery lies in its simplistic beauty and natural feel. Understated yet elegant, Paula Carrol Jewellery is beautiful, feminine, delicate and inspiring. Paula Carrol combines a wide range of unusual semi-precious stones handpicked from around the globe. From necklaces with motifs and symbols from nature, through silk and leather bracelets, to delicate semi-precious stone earrings – each piece is individually handcrafted and put together with a style that combines natural elements with contemporary designs. earrings – each piece is individually handcrafted and put together with a style that combines natural elements with contemporary designs.

The Challenge

In 2016, Paula Carrol was at a turning point. They crossed $1m in revenue and shipped to more than 25 countries. But success didn’t keep them from looking ahead. In an interview, Suzie Lindley, CEO Paula Carrol shared that their “number one challenge [was] to remain an authentic brand in spite of their growing customer base.”

In fact what made Paula Carrol so successful was their retention rate. Because of the good service they were providing customers would keep coming back. However as the company was scaling out of its initial customers base, new solution was needed to provide that same feel of a brand that is very close to its customers.

"I was looking for a solution which could handle all of our pain points - in particular, the complexity associated with keeping customers active in a loyalty program"

Enter Beans

The main issue that Paula Carrol wanted to tackle was to get its retention back as it was in the beginning when they were still dealing with a couple of thousands customers. That's how they started to look for a rewards program. They wanted to get something tailored for their customers base and their brand. Lastly, Paula Carrol also wanted a solution that would be fully automated and that would prevent customers for getting inactive. “I was looking for a solution which could handle all of our pain points - in particular, the complexity associated with keeping customers active in a loyalty program. The team at Beans were very hands-on about solving this problem and shaping our use case, right from the beginning,” says Suzie.

After testing many solutions, the team wanted to see Beans' fully-automated-rewards-program in action. Implementing this test took about a couple of days and the results convinced Paul Carrol Team that Beans was the solution for them. “I’d like to point out that Beans’ support team is a real pleasure to work with. The degree of involvement and commitment to our project that they had right from the start is really commendable,” says Suzie.

The result: 2x Repeat purchase

Paula Carrol teams was almost certain that Beans was the right solution for them. They just needed to launch their rewards program and gather customers feedback with data that would validate their decision.

Just after launching customers feedback were very positive. It also contributed to the increase in the company's net promoter score, i.e more customers were willing to recommend Paula Carrol to the people they know. Fast forward to a year after launch, Paula carrol has been tracking their percentage of customers coming back to place a subsequent order. This number has increased from about 15% to 30%. “To be honest when we started with Beans we were expecting an increase from 15% to 20%. We got 30% and we saved a lot of cash on re-marketing. I simply can't imagine live without Beans anymore.” says Suzie.

"To be honest when we started with Beans we were expecting an increase from 15% to 20%. We got 30% and we saved a lot of cash on re-marketing. I simply can't imagine live without Beans anymore."

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