Case Study: L’Occitane achieves stronger customer loyalty and higher email response rates with Adobe Campaign (Adobe)

L’Occitane wins customer loyalty by making email and direct mail more personalized with Adobe Campaign

L’Occitane, the premium natural‑ingredient beauty brand, wanted to grow customer loyalty without relying on broad discounting. The company needed to differentiate its storytelling, engage customers with personalized interactions, and enable marketers to deploy smarter, targeted email and direct‑mail campaigns quickly around key sales events.

By adopting Adobe Experience Cloud (notably Adobe Campaign) with support from Adobe Customer Solutions and Movable Ink, L’Occitane implemented dynamic, personalized email and direct‑mail orchestration. The effort sped campaign development, achieved a 99% delivery rate on more than 4 million Black Friday emails and roughly a 14% response rate, drove website traffic and sales, and strengthened customer loyalty through targeted personalization rather than discounts.

L’Occitane

Mathieu Staat

Director for Digital in Europe and CRM Worldwide, L’Occitane