GOLDEN ARMOUR

Founded in 2020 by MJ Lin, Reiliving Biotech Corporation established the brand “Golden Armour” with the core mission of creating products "safe for the whole family to consume." Despite the challenges posed by the COVID-19 pandemic during its early days, the brand achieved steady growth through scientifically validated products and 7-day effect experience, securing its position as one of the top three health supplement brands in the sports and fitness market.

The brand’s success stems not only from product differentiation but also from its deep commitment to customer relationships. Guided by the principle of "treating customers like friends or family," GOLDEN ARMOUR has built a customer service framework centered on professionalism, efficiency, and experience, consistently delivering service that beyond expectations.

1. Highly competitive health supplement market in Taiwan makes it challenging for new brands to gain traction.
2. Building trust with new customers and increasing repurchase and loyalty requires a well-structured, sustainable strategy and systemized tools.

• A Strategic Tool for Long-Term Trust and Connections with Customers

In the highly competitive health supplement market, standing out as a new brand is no easy feat. Since its inception, GOLDEN ARMOUR has prioritized a customer-centric approach, building its business model on trust. The company firmly believes that nurturing customer relationships is the foundation of sustainable growth. To systematically enhance customer interactions, GOLDEN ARMOUR leverages Vital CRM to consolidate fragmented customer data into clear, actionable profiles, enabling precise tagging, repurchase analysis, and personalized care.

Ming-Chang Lin, Founder of Reiliving Biotech <GOLDEN ARMOUR>

Through CRM, GOLDEN ARMOUR strengthens customer relationships across three key dimensions：

1. Segmentation and Retargeting: Enhancing Personalized Engagement 

The CRM system comprehensively tracks customer purchase history, acquisition channels, repurchase frequency, and service interactions, allowing the team to tag customers based on behavioral patterns—distinguishing new customers, repeat buyers, or those referred by specific partners. Tailored communication and repurchase reminders are then designed for each segment. For instance, for customers who made a purchase over a month ago, the service team proactively calls to check on product usage, emphasizing care over sales to build trust. For VIP customers, handwritten cards, voice messages, or personalized poems are sent to create delightful, emotional connections.

2. Real-Time Insights for Faster, More Accurate Service

With CRM, the service team can instantly access a customer’s purchase history and context upon receiving inquiries, enabling a deeper understanding of the customer’s needs and usage scenarios. This not only improves response efficiency but also ensures highly relevant recommendations, enhancing the overall customer experience. For Reiliving, every customer inquiry is an opportunity to deepen the relationship.

3. Tracking Churn Risk and Re-engaging Inactive Customers

Every one to three months, Reiliving conducts a customer audit by using CRM to analyze the ratio of new to returning customers, repurchase cycles, and inactive customer lists. Through manual follow-ups, the team identifies reasons for non-renewals and adjusts marketing strategies or product offerings based on feedback. For example, after customers reported feeling overwhelmed by monthly subscription deliveries, the company shifted to a bimonthly model to better align with actual usage patterns.

These three strategies have helped Reiliving achieve 40% year-over-year revenue growth and a 50% repurchase rate, while establishing a long-term sense of trust in customers’ hearts. Rather than engaging in aggressive ad spending, Reiliving has chosen a different path: to gradually become part of customers’ daily lives — as a partner who truly understands and cares.