How findingNorth helped
Supporting Forever Living Products through a combination of strategic direction, digital transformation and operational improvements across the UK and Europe.
Helping align marketing, customer experience and digital systems to improve engagement, efficiency and commercial performance.
Marketing Strategy & Target Audience Clarity
Worked with the UK and Ireland business to better understand its target audience, refine positioning and develop a clearer, more focused marketing strategy aligned with distributor and customer behaviour.
Omni-Channel Marketing & Automation
Introduced e-marketing and automation initiatives, connecting email, social media and website activity into a more coordinated omni-channel marketing approach designed to improve engagement and consistency.
Digital Customer Service & Communication Channels
Implemented WhatsApp as a new customer service channel, supported by a first-level automated response system to improve accessibility, response handling and customer experience.
Global Website Rollout & Localisation
Worked closely with Forever Living’s US head office to support the delivery of a new country-customisable website platform across European and Middle Eastern markets, ensuring regional requirements aligned with global strategy.
Project Management & Working Processes
Introduced a new project management system to improve coordination, visibility and delivery of cross-functional initiatives as digital activity increased.
Distributor Engagement & Digital Communication
Executed a live streamed show to strengthen distributor engagement, creating a more direct, scalable and interactive communication channel within the market.
Results
Working together, Forever Living Products delivered meaningful progress across both customer-facing and operational areas of the business. The rollout of the new country-customisable e-commerce website platform was successfully completed across European and Middle Eastern markets, supporting greater consistency, localisation and scalability.
Customer experience and communication also improved. The introduction of WhatsApp as a customer service channel, supported by automated first-level responses, contributed to improved satisfaction levels and faster, more accessible interactions. Alongside this, clearer marketing direction and a better-defined target audience provided stronger alignment across campaigns and decision making.
Digitally, the business achieved greater cohesion by successfully connecting email, social media and website activity into a more coordinated omni-channel approach. Automation initiatives, including cross-selling, upselling and structured customer journeys, supported measurable improvements in engagement and sales performance.
Internally, the introduction of a project management system strengthened collaboration between teams, improved visibility across initiatives and increased delivery efficiency. These changes also contributed to stronger cross-departmental working relationships, helping align marketing, operations and commercial activity more effectively.
The impact of these initiatives was further recognised at the industry conference, where we received the Customer Experience Award, reflecting the success of its evolving digital and customer engagement strategy.
Supporting Forever Living Products through a combination of strategic direction, digital transformation and operational improvements across the UK and Europe.
Helping align marketing, customer experience and digital systems to improve engagement, efficiency and commercial performance.
Forever Living Products:
Case Study
About Forever
Forever Living Products is the world’s largest grower, manufacturer and distributor of Aloe Vera–based products. Headquartered in Arizona, USA, the company operates in more than 140 countries, providing a wide range of health, wellness and beauty products derived from nature’s best sources.
With a strong focus on quality and control, Forever Living manages the entire process from cultivation to distribution. The business owns its aloe fields, manufacturing facilities, research and development operations, quality control laboratories and distribution channels — ensuring every product follows a fully integrated journey from plant to product to consumer.
Built around a passion for helping people look better and feel better, the brand has grown into a globally recognised name within the wellness and lifestyle sector.
The Challenge
Within the UK and Ireland market, Forever Living Products was navigating a period of digital and operational change. The business needed a clearer understanding of its target audience, a more focused marketing strategy, and the introduction of digital transformation initiatives designed to modernise customer engagement and support distributor growth. This included projects such as marketing automation, digital customer service channels and improved communication workflows.
Alongside customer-facing initiatives, internal processes also required attention. As digital activity and cross-functional projects increased, existing project coordination and management systems needed refinement to ensure initiatives could be delivered efficiently, tracked clearly and scaled effectively.
In parallel, Forever Living’s US head office was leading a global digital transformation programme, including the rollout of a new country-customisable website platform. This created a further challenge: aligning regional requirements with global strategy and technical frameworks and then rolling out to over 140 countries.