A GUIDE TO MOBILE LOYALTY Boost Sales & Retain Customer Value
INTRODUCTION 95% of UK consumers appreciate customer loyalty programs • Loyalty programs are a great way of
adding value to customer visits and giving them a reason to return in the future. • To create loyal customers who always
use your business over your competitors you need to acknowledge their loyalty and reward them for their business.
LOYALTY STATISTICS • 90% of mobile users who
have joined mobile loyalty programs feel they have gained value from them • 62% of consumers don’t
believe that the brands they are most loyal to are doing enough to reward them. • 95% of people who enrolled
in a mobile loyalty program said they were likely to continue using it.
EVOLUTION OF LOYALTY • From stamps, to cards and now with
the saturation of smartphones in everyday life, comes the emergence of Mobile Loyalty Apps. • Smartphones have opened up an
incredible opportunity to replace and lighten wallets and handbags by offering a Loyalty Card that can be accessed via an App. • As mobile technology continues to
grow, retailers are increasingly looking to provide customers with a seamless shopping experience.
DEVELOPMENT of LOYALTY SCHEMES within RETAILERS
95% of consumers own at least one loyalty card
In total, how many loyalty cards do you own? Results from a consumer survey by SAS, all figures are percentages.
TYPES OF LOYALTY • Buy 10 get one free The traditional punch-card is popular with independent businesses like coffee shops, greeting card stores and beauty salons. • Points for purchase Customers earn points based on how much they spend via their App, which can be applied as credit against future purchases. • Points for checking in Customers can earn points every time they check in to a business location and share their status via social media.
VALUE OF LOYALTY It doesn’t matter what the consumer benefit is (be it money off, holidays, or a free coffee), the real prize here for the retailer is big data.
LEARN FROM LARGER RETAILERS • Companies such as Tesco and
Waitrose need to attach purchase history to an individual, and learn as much as they can about that person to help their marketing efforts. • Retailers use big data to turn customers
into big spenders. • Big data enables companies to create
comprehensive customer profiles, precise product recommendations and one-click checkout.
RISE ABOVE THE COMPETITION For small businesses, it can be difficult to compete with the larger brands considering that they have more resources and a higher budget for marketing. However, a good customer-loyalty program is an easy way for small businesses to :
• Gain trust • Show their personal side
• Hold their share in the market dominated by big businesses.
VALUE OF LOYAL CUSTOMERS On average, Loyal Customers will spend 10X more than regular customers
These people here are your loyal customers. They account for 20% of your customers
Those 20% drive 80% of your total revenue‌
‌and 72% of total visit to your business!
NEW vs. LOYAL CUSTOMERS NEW CUSTOMER
LOYAL CUSTOMER
• Are more price conscious
• Have a greater lifetime value.
• Probability of getting a sale from new
• Spend more over time and generate
customers is 5-20% • Over 50-60% of new customers don’t
come back after the first visit! • The average conversion rate (actual
sales) from promotions sent to new customers is less than 1% • Less than 20 of daily deals
customers will return and pay full price for items.
more revenue. • The probability of making an
additional sale or upselling, is 6070% • Loyal customers like to hear from
you. 65% want stores they visit to email them with offers and discounts. • A loyal customer will recommend you
to others via word of mouth and social media.
FIVE RULES TO LOYALTY SUCCESS
1. OFFER REAL VALUE Offer Small Business Benefits! Customers are often being a sold a significantly worse deal from larger companies. •Take Tesco for example, for every pound spent earns
the customer 1 point, 100 points is equal to £1 saved. That’s a rather sad 1% return. •Now consider your local coffee shop who may offer a
free coffee for every 9 purchased. If a coffee costs roughly £2.50, that’s a healthy return of 11%.
Which would you prefer?
2. DEFINE YOUR MOST LOYAL CUSTOMERS • Analyse your data and learn who
your most loyal customers are. • These are the customers you want to target and create the most incentives for. • Rewards to encourage repeat business are different to rewards you offer to encourage new business.
3. BE PERSONAL…
• Learn about your customers
spending habits. What time they shop, what they buy and how frequently. • Use this information to create personal offers tailored towards your customers preferences.
… AND RELEVANT • 94% of loyalty members prefer to receive
communications from their programs. • Yet only 53% describe the communications
they receive as relevant. - Maritz Loyalty Report
4. TIMING MATTERS • Make sure you promote your
offers at the most appropriate times. • There is no point notifying customers of a special offer when your business is closed, or of a time sensitive offer if they aren’t nearby. • Use scheduled Push Notifications and create Geo Fences to target your customers at the right time.
5. MAKE IT SIMPLE, YET SIGNIFICANT • Be clear to customers on how they
can earn points and redeem points. • The first 4 to 6 months of any loyalty
program launch are critical, so be sure to let new members collect lots of points as quickly as possible for excellent traction. • Create QR codes that App users can
scan for points upon payment at checkout. • Enable users to earn points through
in-App payments.
37% of retailers believe “retaining customers� will be the number-one contributor to revenue growth in the next three years. -KPMG
LOYALTY PROGRAMS ENCOURAGE SALES • Nearly 60% of global consumers said
that loyalty programs were available where they shopped. • A whopping 84% of those said they
were more likely to visit those retailers. - Nielsen
BY OFFERING LOYALTY RETAILERS CAN.. • Increase the number of repeat customers
• Increase the amount spent by repeat customers • Drive sales • Understand more about customers shopping habits
• Boost revenue
LOYALTY PROGRAM = CUSTOMER RETENTION • A 5% increase in customer retention can double your
profits. • The average business loses 10-30% of its customers
each year. • A Loyalty Program can help to reduce this number,
especially when thinking about the lifetime value of each customer.
GROW YOUR BUSINESS Something as simple as a Mobile Loyalty Program can literally be the easiest way to grow your business! Make a positive change to your business that both you and your customers will love‌
INCLUDE MANY OTHER FEATURES • FOOD ORDERING
• AUDIO STREAMING
• PRODUCT
• BOOKING FORMS
SHOPPING • DIRECTIONS • GALLERY • IN-APP FORMS • ONE CLICK CALLING • SOCIAL MEDIA LINKS • VIDEO DIRECTORY
• EVENT LISTINGS • MESSAGING • QUIZZES • UNLIMITED HTML
PAGES • and MORE!
OUR PRICING • App Design & Set Up Fee: £ • Monthly hosting Fee: £ • Available on Apple AppStore and GooglePlay Store • UNLIMITED Push Notifications • UNLIMITED App Downloads
GET STARTED • Contact us from 9-5PM by calling • Tel: +44 • Or email us at time at: • For more information visit our website at: www.