How Retailers are using Loyalty Programs to increase per-customer revenue by 2.4X

PresenterSamir Palnitkar

VP of Customer Success

WEBINAR TOPICS

§ Why loyalty programs?§ What constitutes a good loyalty program?§ Case Study #1§ More Case Study Briefs§ Q&A

WHY LOYALTY PROGRAMS?

of ULTA Beauty’s revenues come from itsloyalty program members.- CNBC

90%

of Macy’s revenues comes from a mere 9% loyal customers.- Wall Street Journal

46%

LOYALTY PROGRAMS ARE THE #1 REVENUE DRIVER FOR RETAILERS

NO LOYALTY PROGRAM? A LEAKY BUCKET

Lack of customer loyalty hurts EVERY business metric

§ Lower total revenue§ Higher customer acquisition cost§ Lower customer LTV (life time value)§ Lower conversion rate§ Lower customer engagement

of businesses do not have a loyalty program

86% Factoid

WHAT CONSTITUTES A GOOD LOYALTY PROGRAM?

LOYALTY PROGRAM - 360-DEGREE ENGAGEMENT

INFREQUENT CUSTOMER ENGAGEMENT CONTINUOUS CUSTOMER ENGAGEMENT = LOYAL CUSTOMERS

Create Fiercely Loyal Customers by Enabling Continuous 360-degree Engagement

MULTIPLE AWARD ACTIVITIES

360-DEGREE ENGAGEMENT

GREAT EXPLAINER PAGE

GREAT EXPLAINER PAGE

MEMBERSHIP TIERS FOR

GAMIFICATION

ATTRACTIVE BENEFITS AT MEMBERSHIP LEVELS

OMNI-CHANNEL SUPPORT

WEBSITE PHYSICAL STORES MOBILE APP

UNIFIED LOYALTY PROGRAM

Unified loyalty program across all retailer sales channels.

CASE STUDY #1PREDATOR NUTRITION

NUTRITION SUPPLEMENTS COMPANYLOCATION: UNITED KINGDOM

ABOUT PREDATOR NUTRITION

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Exclusive distributors to leading brands e.g. Driven Sports, PES, Body Nutrition, Molecular Nutrition

A leading sportsnutrition company

360 degree engagement loyalty platform:

Ability to reward users for any desirable interaction including social media

Increase life time value of customers by 5X+

Increase in word-of-mouth referrals, reviews etc.

Increase in engagement on social media

Customer retention and boost in repeat purchases

PREDATOR NUTRITION CUSTOMER LOYALTY PROGRAM

§ Ability to set custom loyalty points for friend referrals§ Successful referrals are tracked automatically§ Members are notified both real-time and via email about

points earned

E.g. - Referrals

E.g. - Purchases§ Purchases are tracked automatically and appropriate loyalty points are

rewarded to the user§ Members can earn loyalty points to write product reviews also

33% higher Average Order Value (AOV) for loyalty members who redeemed points

Converted referrals into sales at an impressive rate of 25.2%

STRATEGIES ADOPTED TO REWARD POINTS

Daily enrollments of loyalty members shot up by 9.5%

E.g. – Become an email subscriber E.g. - Social Sharing and Engagement§ Members are awarded points for email signup § Points are awarded for actions such as sharing on Twitter,

Instagram, birthday bonus, etc.

70% more purchases by loyalty members who redeemed

STRATEGIES ADOPTED TO REWARD POINTS

CUSTOMER DASHBOARD

An attractive, brand friendly, customizable dashboard is automatically created for end users

Can be easily embedded on the website

Users can view point history, redeem points, find ways to earn points and more.

Leopard

User can redeem points from the dashboard. Redemption cards can be customized

Daily redemptions increased by 73% after a quarter

REDEMPTION OPTIONS

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Customizable loyalty tiers

Auto upgrades/downgrades based on points earned within a given time period

Customizable tier specific benefits such as points multiplier, access to exclusive redemption options etc.

LOYALTY TIERS

Ø 1000s Of loyalty members, word-of-mouth referrals, social posts and followersØ 70.0% More Repeat purchases from loyal customers

Ø 33.0% Higher Average Order Value (AOV) for loyalty members who redeemed

Ø 25.2% Sales conversion rate for referral traffic generated through refer-a-friend

Ø 73.0% Increase in daily redemptions monitored

Ø 9.5% Jump in daily enrollments in loyalty program

RESULTS ACHIEVED

This unique partnership with ShopSocially has meant

that 1000′s of our loyal customers have benefited

from the strategic loyalty program which has helped

us to increase engagement levels & repeat sales.Phil SlaterHead of Marketing

MORE CASE STUDIES

EVAN-MOOR LOYALTY PROGRAM

RESULTS

108% increase in Per-Customer Revenue

53% increase in Average Order Value (AOV)

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37% increase in repeat purchase frequency

FSA PERKS PROGRAM

RESULTS

74% increase in Per-Customer Revenue

64% increase in repeat purchase frequency

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ZINRELO LOYALTY REWARDS SOLUTION

+ Built-in Referral Program

People are 7 times more likely to buy when referred by a friend

Loyal customers are worth up to 10X as much as their first purchase

Features

Benefits

WHITE-LABELED LOYALTY REWARDS PROGRAM Fully Customizable | Omni-Channel | Easy

Integration | ROI Based Reporting | Comprehensive APIs

Samir PalnitkarVP of Customer Success

samir@zinrelo.com+1 650 209 0726

Subhajit GoswamiHead – Business Development

sales@appseconnect.com