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Joban Beauty's Triumphant Expansion into the Philippines: A Detailed Case Study
Background Information
Joban Beauty specializes in a unique deodorant that also functions as a concealer. This product is designed specifically for non-white women, including Black, Asian, and Indian women, to address skin imperfections and provide even skin tone under the arms. The deodorant not only keeps users fresh but also blends seamlessly with their skin tone, offering a dual benefit of cosmetic coverage and odor protection.
Target Audience: Women of color looking for a combination of deodorant and skin concealer to achieve both freshness and aesthetic appeal.
Motivation for Expansion to the Philippines
Agency Context
Global Campaign Success
Recognizing the potential for growth beyond the US and addressing the seasonality of the product, we launched a strategic worldwide campaign. This campaign aimed to test the waters and gauge interest in Joban Beauty's products on a global scale. The results were impressive, with significant traction and engagement from international markets. Notably, we observed a high volume of interest and sales from the Philippines and surrounding countries. This unexpected success highlighted the universal appeal of Joban Beauty's unique product offering.
Market Insight
Despite the promising interest, several challenges became apparent. The product's price point of $30 was reasonable, but the shipping costs to the Philippines exceeded $20, making the total purchase quite expensive. Additionally, the delivery time ranged from 7 to 21 days, which was less than ideal for customers. These factors created barriers that potentially limited further growth in these markets. Customers were enthusiastic about the product but were deterred by the high shipping costs and long wait times.
Strategic Decision
In response to these insights, we made a strategic decision to facilitate easier and more affordable access to Joban Beauty products for customers in the Philippines. This involved several key actions:
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Local Presence​: Establishing a local presence to reduce shipping costs and delivery times.
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Logistics Optimization: Partnering with local distribution centers to streamline logistics.
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Cash on Delivery: We discovered that most customers in the Philippines prefer to pay cash on delivery, a service we could only provide through local shipping companies.
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Market Adaptation: Adapting marketing strategies to resonate with the local audience, including localizing content and utilizing local influencers.
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By addressing these challenges and considering seasonal sales fluctuations, we aimed to remove the barriers to purchase and enhance the overall customer experience. This strategic move was designed to capitalize on the evident demand and drive significant growth in the region.
Actions Taken
Planning and Strategy
Website Development
Creating a localized website was a priority. We designed the site to appear as a 100% local Filipino business, enhancing trust and relatability. The site was optimized for mobile devices to cater to high mobile internet usage (over 90% of online sales in the Philippines made on mobile devices) , and features like local customer support chat enhanced usability. Additionally, we ensured that all users from the Philippines who visited the .com website were redirected to the new localized site.
Physical Presence
Marketing and Promotion
Results
In one line - a huge success!
Sales Growth
Within the first three months of our local presence in the Philippines, sales increased by 1100% (compared to orders from the Philippines placed on the US website), surpassing our initial projections. There was a notable spike in sales, followed by a drop at the end due to inventory running out from unexpected demand.
Customer Feedback
We received overwhelmingly positive reviews from Filipino customers, particularly praising the product's effectiveness and the convenience of local shipping.
A significant percentage of customers made repeat purchases, indicating high satisfaction and brand loyalty.
Operational Efficiency
By establishing local warehousing, we reduced shipping costs by 90%, making the product more affordable for local customers.
95% of customers received their orders within 1-3 days, significantly improving customer satisfaction.
Customer Preferences
90% of customers opted for the cash on delivery (COD) payment method, highlighting its importance in the local market.
The return rate (which supposed to be high when using COD) was impressively low at under 10%, indicating high product satisfaction and meeting customer expectations.
Conclusion
These success metrics highlight the effective execution of our strategic actions and the positive reception of Joban Beauty in the Philippine market. The combination of increased sales, positive customer feedback, improved operational efficiency, and significant financial impact underscores the success of our expansion efforts.
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