Three Tips to Increase Loyalty on Every Channel: Retention is the New Black
See how Princess Polly and Glam Raider are keeping customers happy with top-notch customer experiences in every marketing channel.
Driving retention is a key goal for eCommerce brands. This includes engaging customers in every channel, including SMS marketing, loyalty programmes, and on-site experiences.
A 2022 survey by Yotpo found that 69% of global respondents believe a loyalty program makes them more loyal. more 38% say they have bought from a brand five+ times before considering themselves loyal. What does this mean?
To earn customers’ loyalty, brands must work hard across every channel
Loyalty programs increase average order value, repeat purchases and lifetime value. They also make customers more loyal and help to build brand loyalty. They are a win-win strategy for retaining customers.
These brands are using SMS marketing, loyalty and customer feedback to increase retention and create experiences that keep customers coming back.
Princess Polly makes connections through SMS marketing
Fashion and apparel brand Princess Polly knew they had to offer an experience, not just a product, to attract and retain their customers’ attention. Their international presence meant they needed to find a global technology partner who could meet their personalization needs and seamlessly integrate with their existing tech stack (especially their loyalty program) in order to increase retention.
The launch of SMS marketing was a key element in Princess Polly’s retention plan. The integrations offered by Yotpo SMSBump were in line with their desire to have unified technology. Princess Polly, an existing Yotpo Loyalty and Yotpo Reviews client, was attracted to the possibility of creating a seamless customer experience with all three products. Platform synergies are essential to ensure that everything talks to each other. This is essential for providing the best customer experience,” Zorn says.
What were the results? Princess Polly drives 43% MoM subscription growth through their checkout and pop up subscription sources. She also keeps their SMS community engaged by consistent SMS marketing campaigns. Their customers receive end-of-month SMS marketing campaigns. This helps them surpass revenue targets. The most recent flash sale campaign had a 41% conversion and 73x ROI.
Princess Polly makes SMS marketing a key part of their retention strategy and strengthens their customer journey.
Glam Raider builds trust through real customer feedback
To improve their retention strategy, beauty brand Glam Raider needed customer feedback. This was in the form real customer reviews and customer photos. Glam Raider’s product pages have reviews and a gallery with user-generated photos. This helps to build trust and loyalty among returning customers and potential shoppers. The brand’s launch with Yotpo Reviews took two months. It has enjoyed great success.
Glam Raider now has over 721 reviews and an average star score of 4.7 across all products. Their email open rate has been steadily rising with an average 40%.
70% of visitors engage with the reviews widget while visiting the site. 72% come from customers who used the widget onsite . Users who engage with reviews spend 90% more time on the site than users who don’t.
Lyres offers a loyalty program that is engaging and fun
Non-alcoholic spirits brand Lyres was searching for a loyalty program to reward customers for buying. The Frequent Sipper’s Club was created.
Now Lyres’ loyal customers are spending more and redeeming more points. They also engage on social media more. The loyalty program helps to strengthen their retention strategy and also helps them acquire new customers.
Lyres’ average order amount is up 60%, revenues are up 27% and loyalty member have a 30% higher purchase rate than non-members.