Customer loyalty is our favorite word and topic! Because we have created an entire customer loyalty platform that is built to make brands easy to love. But what is customer loyalty and what does it mean for retailers? Let’s get into it.
To describe customer loyalty in measurable terms, it’s when a person keeps coming back to buy from you, with high frequency and high average receipts. A loyal customer also wants to share your brand with others and spread the word! But if you think all this happens just by providing good products – you’re wrong. There’s a line of criteria that needs to be met for your customers to become loyal and stay loyal. For example:
Seamless experience from the first touchpoint and bringing the product home – to getting advice on how to take care of it, and continue to get relevant product recommendations for future purchases.
Personalized communication in all channels.
A relevant membership program that the customer values and sees as beneficial.
Bottom line – the customer needs to feel unique, valued, seen, and appreciated to become loyal. This will lead to more purchases and increased revenue.
A customer loyalty platform is where you make all the stuff from the previous paragraph happen! It’s where you handle everything that has to do with your loyalty program. Create customized rewards, gamification campaigns, set up recruitment processes, and take care of your customers the way they deserve.
It’s no secret that it’s way more cost-effective to keep existing customers than to attract and acquire new customers over and over. In fact, acquiring a new customer is five times more expensive than retaining an existing one. That is seriously worth taking into consideration and it’s why loyalty is such an important factor for your brand. Investing in a customer loyalty platform that makes working towards customer loyalty fun – is therefore a no-brainer.
Voyado is one platform with the power of six. This means the loyalty feature is just one of our superpowers! But customer loyalty is what it all boils down to, so our loyalty solution is a pretty big deal. These are some examples of what you can do:
Letting customers collect points that convert into rewards is an easy and effective way to earn loyalty. It creates a win-win scenario – customers earn rewards by shopping from you, and you sell more! What the rewards are and when the criteria for them are met, is up to you! Sky’s the limit, but make sure the rewards are something that your customers appreciate and want more of, to keep shopping. One common reward that many retailers use is vouchers, and they are super simple to create.
Name the voucher, choose for which segment it should apply, set a time, and bam – there you have it. Add a voucher module to your email template, and if Voyado is integrated with your POS, the voucher will appear there as well.
Whether you call your levels rising star or legend or create different avatars for different types of memberships – the members are treated differently. Take care of all of it in Voyado, by for example:
Qualifying a customer for a personal offer or reward.
Inviting a customer to exclusive events.
Offer extended customer service.
Trigger automated communication when a level changes, or is about to change.
Gamification in your customer loyalty platform
Gamification is everywhere these days. Why? Because it’s fun! Especially in retail, where gamification increases the customer experience, enhances connections with the customer, and builds your brand. It lets your customers know that you are creative and that you dare to go beyond the basics! Here is some gamification you can create through Voyado:
Custom triggers – Through our API, you can start automation based on a specific event in an external system or source. The data can be used to set entry criteria in automation, split the automation, or to personalize content in your communication. For example, give the customer extra points when shopping for organic products, or when they recycle old clothes. You can also work with triggers and points when a customer interacts with you on social media, recommends a product to a friend, or repair a broken zipper. If you’re an outdoor brand, give the customer extra point when they’ve climbed xx altitude meters!
Stamp cards – Let your customers collect stamps with a digital stamp card! Define the rules that will be delivered to your customers when the card is filled. This way of rewarding customers never gets old!
Voyado’s customer loyalty platform for e-commerce
Online shopping needs to be a seamless experience for your members, or you’ll lose them! With Voyado’s solution, you have a lot of features that will help you achieve this.
Membership recruitment through our customer loyalty platform
When a customer wants to become a member, the first impression is crucial! The registration needs to be as smooth as possible, and they have to feel welcomed from the second they sign up. Set up registration forms in Voyado and simplify your online recruitment.
Create a “my page” that reflects the information you have on each customer. This way, the customer can easily update contact information for example, and opt into communication. Make it playful and fun through gamification including personal offers, reward points, vouchers, achievements, and member levels. Adding a “my page” is pretty much a substitute for the staff in-store, as it makes the digital meeting between your brand and the customer more personal!
Enable auto-identification through your emails with a soft ID! It keeps your contact identified when they click a link, which means they will be logged in to your site, access “my pages” and get a personal experience – a different view than all the other visitors on your site.
This is pretty cool. You can create and assign personal offers to each customer and present them in your E-com. And yes, you can decide if the offer should be available online or in-store. Or both.
Content population from PIM or E-com
You can automatically populate pictures, names, descriptions, and prices from your E-com platform or PIM in the emails you send through Voyado. It’s possible through a connection to your product feed. The content you populate will automatically be updated if, say, the price changes on one of your items. This is game-changing, especially if you’re working with email campaigns to different markets with different prices. Are you thinking what we’re thinking? Time-saver!
By using Voyado’s tracking script you’ll learn how your customers act on your website. Use it to trigger automation through specific behaviors. Pretty cool! But hey, there’s more: you can also log products of interest and create segments based on this online data.
Create confirmation emails, shipping information, password emails, and newsletters – all in the same design. These emails are the ones with the highest opening rate, so use them to sell more! Do we need to say more?
Who doesn’t want a personalized E-com site, right? Give every member a unique experience on your website. With Voyado, you can use your customer insights to promote recommended products and work with achievements and reward points to make your site personal and fun!
Keep track of your customer’s abandoned carts and trigger personalized communication based on it. Did you know that those emails have an open rate of 50 percent, and at least 10 percent of those customers will go back and complete the purchase? Now you do.
Analyze your customer loyalty with Voyado
Honestly, we could go on and on about customer loyalty and our platform. But we understand you can’t hang out here all day. There’s still one last question to be answered though – can you analyze customer loyalty? Rest assured, yes you can.
See numbers on for example:
Number of contacts and the amount of communicable data
Average purchase, average receipt, frequency of visits, and frequency of purchases
Channel engagement – who shops in-store, online, or in both?
Opening rates, clicks, response, and additional sales
Understandable! But you know what? You will be even more wowed when you see our platform and how everything works together, so just do it – set up a demo.
Frequently Asked Questions
Some of our most common questions when it comes to customer loyalty.
What is a customer loyalty platform?
The simple answer is that a customer loyalty platform is where you handle all the things that have to do with your loyalty program. For example rewards, gamification campaigns, and vouchers. In Voyado, this part is just one of our features, that all work together for you to create customer loyalty.
How is Voyado different from other loyalty platforms?
Voyado is tailored for retail and has seven features that work together, all in order for you to reach customer loyalty. You get everything from a complete CDP that stores large amounts of data on your customers to create personalized emails, SMS, or postal campaigns and analyze the results.
Why do I need a customer loyalty platform?
Because you will lose tons of sales opportunities if you don't actively work on reaching and keeping loyal customers. With Voyado, you'll get an all-in-one platform that will help you structure your work when it comes to customer loyalty and increased sales.
Can Voyado's platform provide information about my most or least loyal customers?
Yes, for example through our churn scoring feature, you will be able to see a churn score for every customer in Voyado. This will give you a great overview of who your most loyal customers are and who you need to show some more love to.
How big of an impact can a loyalty program have in increasing sales?
Huge! A loyalty program can give you the ability to give your customers the best experience possible by offering tailored perks. Work with different membership levels that are very attractive to customers, so they make more purchases just to reach a new level. A loyalty program also allows you to get more data on your customers, which makes you get to know them better. This is the foundation you need to personalize, and we all know that personalized experiences lead to more sales!
Why are customer loyalty programs so effective for e-commerce?
In a world where you as an e-com player compete with tons of similar businesses, a loyalty program can help you stand out! Provide good and attractive enough perks to make your customers choose you over and over again.
Everything we do – we do for our customers
If there’s one thing we are passionate about – it’s the simplicity we want to provide our customers. That’s why we have teamed up with several different brilliant partners. All in order to make implementation and daily life easier for our customers. Here they are:
For more than 20 years Askås have delivered its versatile, scalable and powerful e-commerce platform. Especially developed and designed with e-retailers and end consumers in mind to customers all over Sweden and rest of Scandinavia. Choose Askås – today and with the future in sight!
Episerver combine best-in-class content management, commerce and intuitive data and personalization solutions. Our leading digital experience platform (DXP) empowers teams with the tools and insights they need to create and optimize in new and novel ways.
Empowering others. Our mission is to empower every person and organization on the planet to achieve more. We believe technology can and should be a force for good and that meaningful innovation can and will contribute to a brighter world in big and small ways.
B3 Consulting Group is one of Sweden’s fastest growing consultancy companies with senior consultants within IT and Management. We help companies and organisations to create tomorrow’s opportunities using digital transformation and operations development.
Front Systems cloud based platform digitalize retail, unifies commerce and connects “best of breed”-applications to deliver a seamless omnichannel experience. It’s mobile Point Of Sale gives retailers a competitive advantage by turning brick-and-mortar stores into digital warehouses enabling the convenience and experiences todays shoppers demand.
Grebban is a branding & e-commerce agency for ambitious B2C brands. Focusing on ecommerce and web solutions, design (UX) and branding, Grebban combines business development and ecommerce expertise to offer the best possible solution in terms of execution and quality.
Maze enable large scale behavioral change. Using the Maze APP, our clients collect continuous high volumes of customer feedback focused on specific training areas which leads to best in class customer interactions. The “Maze everyday training APP” provides our clients store associates with core training areas to convert your end customers into your best ambassadors.
At NexusOne, customer experiences are in our DNA. From strategy and concept development, data integration to technical solutions, our focus is on making your customers happy. We are experts at utilizing data to pinpoint exactly what your customers need – and creating solutions that gives it to them.
Ninetech is a full-service digital partner working with business segment leaders such as SkiStar, Viking Line and OBOS. 100 % of our clients recommend us. We love them for that! ❤
Oculos is a martech agency that helps companies achieve their marketing and sales goals with unique ideas, cohesive strategies, and effective execution. Our company is about creating personalized marketing experiences for our clients. And we do so by creating targeted and seamless communication throughout the customer journey.
XSARUS is seen as an ambitious supplier active in domains of Omnichannel E-commerce, Product Information Management, Business Intelligence and Marketing Automation. Services provided are consultancy, design, implementation and support.
Let’s get you those loyal customers!
Get a feel for what we are the proudest of – our customer loyalty platform and all of its features.