How Jenpharm Increased Returning Customers by 30%?

Jenpharm, a leading beauty brand catering to millions of customers each year, partnered with Mergn to strengthen customer relationships, improve engagement, and drive repeat purchases.

“Our customers love our products! However, we always felt that we were unable to build meaningful relationships with our online customers. Despite investing heavily in paid marketing, we struggled to connect effectively with our existing customers.”
~ Uzair, Business Owner, Jenpharm

The Challenge: Connecting with Existing Customers

Jenpharm had built a strong brand and invested significantly in online marketing. However, the team faced a common challenge: retaining and engaging existing customers.

• Paid marketing focused on acquisition: While effective at attracting new customers, paid ads didn’t help deepen relationships with those who had already purchased.
• Limited platform capabilities: Jenpharm was using one of the leading email marketing solutions but lacked in-person guidance to fully leverage the tool.
• Single-channel reach: Email marketing alone could only contact roughly 30% of their customers due to email availability and deliverability issues.

“Email marketing had inherent limitations. Not all customers shared their email, and even for those who did, reachability was limited. We needed a solution that could connect with our customers across multiple channels.”
~ Uzair, Business Owner, Jenpharm

The team realised that retention required a more strategic, data-driven approach rather than continuing to rely solely on paid campaigns or email blasts.

The Solution: Multi-Channel Engagement with Mergn

After researching solutions, Jenpharm heard consistent positive reviews about Mergn’s platform and support. They decided to partner for a solution that offered multi-channel engagement plus hands-on collaboration.

“With Mergn, we not only got a multi-channel engagement platform but also a partner equally invested in helping us build incredible retention with our customers.”
~ Uzair, Business Owner, Jenpharm

Working closely with the Mergn team, Jenpharm implemented:

• Email campaigns for nurture sequences and cart recovery
• SMS messages for time-sensitive offers and promotions
• Web Push notifications to re-engage visitors and first-time buyers
• Automation journeys to move customers from first purchase to repeat purchase

“We loved that Mergn enabled incredible precision to hyper-target customers and engage them on multiple channels, expanding our reach and improving campaign effectiveness.”
~ Uzair, Business Owner, Jenpharm

Mergn’s platform also allowed bottom-of-the-funnel hyper-targeting, meaning Jenpharm could focus on customers most likely to purchase again. In addition, Mergn worked with the Jenpharm team to continuously develop new features, keeping campaigns fresh and engagement high.

The Results: Significant Lift in Returning Customers

The combination of multi-channel reach, hyper-targeting, and collaboration led to tangible, measurable results:

• 30% increase in monthly returning customers
• Improved engagement with high-value, repeat customer segments
• Stronger, more meaningful relationships with online customers

“We’ve seen a massive jump of 30% in our monthly returning customers! Some days I ask myself where are all these orders and customers coming from!”
~ Uzair, Business Owner, Jenpharm

The approach also helped Jenpharm optimize marketing spend, reaching customers more efficiently while reducing wasted impressions and irrelevant campaigns.

Key Takeaways

Jenpharm’s journey offers practical lessons for other brands looking to improve customer retention:

1. Engage customers across multiple channels: Don’t rely solely on email, SMS, and push notifications to expand reach and engagement.
2. Partner with a platform that provides guidance, not just tools: Collaboration ensures campaigns are executed effectively and insights are applied.
3. Hyper-target your customers: Focus on high-propensity segments to maximize ROI and build stronger relationships.
4. Iterate continuously: Test new journeys, messages, and channels to optimize retention over time.

Conclusion

By combining Mergn’s multi-channel platform, personalized support, and hyper-targeted automation, Jenpharm transformed how it engaged its existing customers. The result is stronger retention, higher repeat purchases, and a growing loyal customer base, proving that the right tools paired with the right strategy can unlock significant value from your existing customers.