How Kiehl’s is using text messages and AI to keep customers loyal

Kiehl’s is using artificial intelligence and text messaging in its fight against Amazon.

The cosmetics brand, which does the majority of its business through its own Kiehl’s-branded stores and on Kiehls.com, is now using text messaging as a way to keep customers coming back.

Working with a company called OrderGroove, the company is defending its market share by creating text-message-based order and re-order capabilities this month.

Julia Mavrodin, the brand’s associate vp of...

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