The Body Shop

Customer focused digital strategy

The Body Shop is a household name. Like other ‘bricks and mortar’ retailers, The Body Shop has faced challenges including increased global competition in the cosmetics market, plus a fundamental shift in how their consumers wish to purchase goods and engage with them.

The brief

W3 was engaged to develop a digital strategy to address these challenges, with specific focus on customer relationships and experiences.

What we did

Collaborating closely with The Body Shop’s Executive team, we developed a comprehensive digital strategy to drive customer engagement and increased revenue. The strategy was underpinned by business, technology and customer insights and included:

  • Persona and customer experience mapping.
  • Human centered design.
  • Technology analysis and systems planning.
  • Stakeholder management.
  • Brand and campaign planning.


W3’s thought leadership helped The Body Shop Australia to evaluate complex issues, develop fresh approaches to the challenges it faced, and specifically develop a plan to move e-commerce revenue from 1.7% revenue to 8.5% revenue within 24 months.

W3 has taken us on a journey that has defined a bold new vision for how we can connect with our market and, critically, drive sales growth across all three of our channels: Retail, On-line and At-Home!

–  Mark Kindness, CEO The Body Shop Australia


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