A chat with Madhavi Irani, chief officer — content, Nykaa, to understand the brand’s online content strategy better.
The seven-year-old brand mainly targets urban Indian women in the ages of 18-35 years. Starting as an online retailer in April 2012, the brand opened its first physical retail store at Terminal 3, Indira Gandhi International Airport in November 2015. Currently the e-commerce website has close to 60 physical stores.
We caught up with Madhavi Irani, chief officer — content, Nykaa, to understand the brand's online content strategy better. She tells us, the effort has been directed towards replicating the offline purchase journey online, through quick read articles, detailed product descriptions and solution centric responses to questions on product pages, and then through videos that cover the gamut of DIYs, how-tos, reviews and expert and blogger led master classes.
“Our regional push on Nykaa TV has seen us target online, beauty conscious, regional audiences. In addition we have a very active social media presence that reaches out to customers via FB and Instagram. Finally, we have created guided selling formats on the site vis-a-vis buying guides and stores that deep dive into categories on the site and create tightly curated listings,” she shares.
She goes on to say, “Our content also seeks to change buying habits in some ways. For instance, instead of buying a single quick fix product to solve a niggling skin or hair concern, we are taking customers to a regime based solution through our Routine Finder. After entering some basic information, customers are shown a personalised regime best suited to resolve a chronic problem.”
We asked her about the brand's offline vs online sale ratio to which she responds, “At present a larger slice of revenue comes from online sales.” She says the offline stores serve to offer the very valuable touch and feel, experiential aspect to beauty that the online model cannot achieve.
The brand until lately had been doing a lot of tutorial videos. With Kapoor coming on board as ambassador, the brand seems to have shifted to working more on TV commercials.
Irani says that's not entirely true. “We’ve leveraged the partnership with Janhvi to create exclusive branded content with her. However, our YouTube channel continues to create more than 10 videos every month with influencers, vloggers and experts.”
We asked her about consumer behaviour and how it has changes in recent times. She reveals that consumers on the beauty journey are willing to try and experiment with new product lines and brands. “A large chunk of our content marketing effort has been to reach out to the various personas we have identified and create avenues to cross sell and up-sell. Obviously, with greater awareness and exposure to international brands and beauty standards, the Indian customer has become more discerning and selective.”
We questioned her on the growing importance of content in the advertising world. “Advertising is what brands put out about themselves. Content, especially the brand agnostic and user generated, personalised variety, taps into what consumers are saying about brands and is definitely powerful. Research suggests that more than 70 per cent millennials rely on what fellow users, peer reviews and third party publications have to say about a brand than what the brand puts out about itself. Increasingly, content is being perceived as the only way to build a long term relationship with consumers. And for Nykaa, content has been intrinsic and interwoven into the very DNA of the brand, all the way from education and awareness through engagement to stickiness, compelling them to return to Nykaa.”
We then moved the conversation towards Nykaa Man — Nykaa’s online portal catering to the menfolk. How differently do men shop when compared to women, we asked. Irani divulges that men are far more utilitarian on their approach to shopping, whether it is for clothes or grooming products. And therefore, communication and content has to be very concern-specific and direct. For women, beauty goes beyond the actual purchase of a product. It's the whole experience, how it makes them feel rather than just how it makes them look. “Having said that, men's grooming choices are also influenced by peers and influencers, and at Nykaa Man we strive to strike that balance through a mix of guided, concern-based selling and influencer-led content,” Irani signs off.
(As published in https://www.afaqs.com 2 Dec 2019)