Many retailers with established brands have already turned to Visible Results to implement loyalty and CRM programs – successfully leveraging the company's proven platforms to devise their loyalty strategy.
These companies and others have found that Visible Results has played a pivotal role in helping them achieve their goals of better understanding their customers and achieving mass intimacy – connecting one-to-one with their customers on a mass scale. They are able to recognize and leverage their most valuable customers, as well as broaden their consumer base by introducing engaging, fun, exciting, and rewarding programs.
Many of these programs are implemented as a unique loyalty solution using GraphiCard™.
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The Body Shop – Indonesia
Having successfully deployed Visible Results' Graphicard™ Loyalty System – and acquiring over 316,000 members – The Body Shop wanted to ensure that the steady increase in customer basket size achieved over the last four years continued.
In order to achieve this, The Body Shop needed to ensure that their loyalty program members –The Body Shop People – would remain active, increase their frequency and spend, and redeem accumulated points frequently. To this end, it was important to further develop in-depth profiles of existing members by gaining further insights into customer buying patterns, preferences and basket mix.
They also wanted to increase overall sales by acquiring new members.
In short, the challenge addressed by Visible Results was to increase the relevance of The Body Shop's marketing program, enhance member engagement and grow program profitability.
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Whitcoulls – New Zealand
The Challenge
Whitcoulls is the leading specialty book retailer in New Zealand with 75+ stores nationally.
Competition in the book retailing market was gaining momentum with an increase in sales through discount chains and online channels. Whitcoulls wanted to take a decisive stance to retain it’s market share and protect profit margins. Their strategy focussed on developing a customer-centric loyalty program that would both provide a better understanding of their customer base, engendering a closer relationship with their most valuable customers, and deliver a commensurate increase in share of wallet spent with the Whitcoulls brand.
The Solution
Using their Loyalty Marketing Methodology, Visible Results created a bespoke loyalty program for Whitcoulls.
The program design included strategies formulated to achieve the following objectives:
Develop customer segments derived from life stage and purchase history to facilitate highly relevant communications Identify cross sell and up-sell opportunities in high-profit product categories Recognise highly valuable customers and ensure appropriate treatment to ensure high retention Offer attractive, exclusive benefits accessible only to members to drive high volume membership Recognise customers' individual milestones, as well as key retail events to deliver a personalised experience for members Recognise "at risk customers" and re-engage, reducing customer churn.
The results achieved were impressive...
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