NaturaCompany overview

Omnichannel Vision

Natura is building an integrated ecosystem within its business network through an omnichannel marketing strategy. This strategy works with the implementation of relationship selling, retail, and E-commerce simultaneously.

In 2020, Natura’s omnichannel vision and the rapid deployment of new digital tools were pivotal in helping them navigate through the pandemic crisis. Their business model, powered by people and technology, delivers a personalized shopping experience to its customers anytime, anywhere, through multiple channels and touchpoints.

Personalized Customer Experience With CRM Tools

With CRM tools, Natura consultants have access to key information about their customers' buying habits. This helps them to understand their customers better, implement activation measures, and provide personalized promotions.

Financial Inclusion of Consultants

Natura emphasizes financial inclusion among its consultants, and bankarisation. In Brazil, they have offered a 100% digital bank account to its consultants. This account can be opened and managed directly with the Natura website or the digital platform. The financial inclusion is aimed at increasing the productivity and income of consultants.

Natura has partnered with financial institutions to empower the initiative. The service also offers acquisition of portable card terminals so as to meet the growing demand among customers who prefer credit and debit cards to complete their purchases. Earnings made by consultants from the sales on their virtual stores are credited directly to their digital bank account, as is the balance from the face to face sales made using the card terminal. Funds in this account can be used to make purchases with Natura cards, pay bills, withdraw and transfer money.

As part of Natura’s digital and financial inclusion strategy, they have launched a proprietary and scalable financial services platform called &Co Pay. Consultants can also make use of other services such as debit and credit cards, loans, microcredit, and loyalty programs.

Annual Meet-Ups

Natura organizes a series of engagement actions. This includes the Annual Encounter. The Annual Encounter brings together a large audience (co-workers, consultants, leaders and end consumers) to talk about their ambitions and their plans to achieve those. The occasion also recognizes the consultants for their achievements and continued support over the years.

Nat, the Virtual Assistant

Natura has developed a virtual assistant called Nat. Nat was introduced through social media and now completely controls the official Natura account on Twitter. Nat provides agile responses to the doubts of the consumers, consultants, leaders, and business managers. Nat acts both as a virtual customer service assistant and a digital influencer, helping Natura to get closer to the youth audience and remain hyper-connected.

My Post - Interactive Brochure

Natura has developed My Post, an interactive brochure that can be shared across instant messaging and social media platforms. My post comes with a media library that helps to build customized content.

Concept Store

Natura has launched concept stores as a part of its brand’s program to transform its own stores by customizing them for an enhanced customer experience. Customers get more opportunities to test products, which can contribute to the brand’s multichannel sales. Visitors will be able to:

• Test Natura perfumed products with perfum.Ar digital solution
• Visit an Amazon community with virtual reality glasses
• Measure their skin’s hydration
• Analyze strands of their hair
• Personalize gifts in the Gift studio

Okay Google, Talk to Natura

Natura is empowered by Google’s voice assistant as a tool for customers to make purchases. Customers just need to say ‘Okay Google, talk to Natura’ to search and purchase Natura products, with payment through a bank slip.