10 STEPS to Digitizing Loyalty Acquisition and Engagement

The digital age is redefining loyalty. The good news is that customers are still eager to take advantage of loyalty programs.

However, almost every brand

has a loyalty program, and the

average customer signs up for

fewer than four loyalty cards.1

What can you do to

acquire loyal customers

when there are many

options to choose from?

Your loyalty program

must skillfully navigate

both the physical & digital

worlds. Combine the power

of SMS, Push, and Mobile

Wallet, and you can deliver

a multi-channel experience

that delivers ongoing value

to your customers.

91%

Regularly participate in the loyalty programs they join1

of consumers cited SMS as their preferred means of receiving

loyalty messages3

48%

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of consumers are interested in using their mobile device to check their points balances and redeem

reward points3

57%

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of adults are more likely to join a loyalty program if points and rewards

are automatically updated and immediately visible on mobile wallet

loyalty cards3

73%

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10 STEPS TO DIGITIZING LOYALTY | 2

1 MAKE YOUR LOYALTY PROGRAM

53% of people in the U.S. that are in a loyalty program take part because it is easy to use.6

GIVE CUSTOMERS THE RELATIONSHIP

TRADITIONAL

MODERN

VS.

GEOLOCATION

REDEMPTION REMINDER

REMOVE PAPER-HEAVY

INCREASE REDEMPTION

Customers don’t distinguish

between online and offline

channels - they may want

to check their loyalty points

on their smartphone before

purchasing. Allow your

members to access and

track loyalty points, member

status, and other important

information in real time.

Customers want engaging

experiences that offer

personalized connections.

Create a two-way dialogue

between your brand &

customers to deliver

meaningful experiences

that make them feel

rewarded and appreciated.5

Incorporate timeliness and

context into your loyalty

program communications to

make them more compelling.

Send customers personalized

alerts, an offer or coupon, a

notification about an in-store

promotion, or a reminder to

redeem their loyalty points.

would be interested in saving their loyalty card to their phones1

perceive brands significantly more positively due to digitized

loyalty cards1

70%

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72%

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Make customer interactions

easy and seamless.

Empower customers

to enroll digitally

Organize offers

as a part of wallet

mobile engagement

Enable members

to check loyalty points

in real time

Implement automatic loyalty enrollment

(ALE) for quick

loyalty onboarding

2 3 4 accessible anytime,

anywhere

they want by expanding your loyalty channels

enrollments by digitizing

the onboarding experience

by localizing content

Channel in the center

of marketing strategy

Hi, Sam! Enjoy your exclusive 24-hour online sale, 40% off everything!

Customer in the center of marketing strategy

Hi, Sam! It seems you have some items in your cart. Take advantage of our 24-hour online sale to get 40% off these styles.

Feather & Fur

FEATHER & FUR now

Savings are right around the corner!Stop in today to get $10 off pet food slide to view

Feather & Fur

FEATHER & FUR now

Jane, your reward is about to expire! slide to view

10 STEPS TO DIGITIZING LOYALTY | 3

by distributing mobile loyalty cards across channelsfor acquisition point redemption

Offer customers multiple on-ramps into your loyalty program.

GIVE CUSTOMERS at the register in-store the option to receive their digital loyalty card via SMS

SEND USERS an email that lets them click a “save to phone” button to join

ENABLE USERS to save the card to their mobile wallet instantly through your app

LET YOUR WEBSITE VISITORS enroll through the site and then give them the option to save the card to their mobile wallet

USE IN-STORE PROMOS

ENCOURAGE MOBILE WALLET

Leverage your program to

give shoppers incentives

like double points or a

redemption reminder when a

customer is near your store.

Offer double points

for in-store purchases

Send a wallet notification

with an in-store coupon

when a customer is

near your store

of shoppers say they consult their phones on purchases

they’re about to make in a store7

82%

of consumers modify amounts they spend to

maximize loyalty points8

66%

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Send exclusive updates

to members announcing

special offers, like a double

point event

Use location-based

alerts or notifications to

incentivize members to

walk into a nearby store,

redeem points, and possibly

shop more

Alert customers when

points are about expire

5 6 7REMOVE PLASTIC

Watch the Video

BURRITO A FRIEND

10 STEPS TO DIGITIZING LOYALTY | 4

TIMING

Did your customer

interact with your

mobile loyalty

program moments

before a purchase?

LOCATION

Did your customer make

an in-store purchase

soon after receiving a

notification near

your store?

REDEMPTION

Are your members

actively using the

points from your

loyalty program to

purchase items?

DELIVER AUTOMATIC OFFERS & COUPONS based on spending habits

RAMP UP YOUR MOBILE LOYALTY Reveals, text 2 wins, trivia, and more are great

ways to ramp up your database

UNDERSTAND THE IMPACT of your acquisition

program

A mobile loyalty program

gives you a lot of information

about each of your members.

Combining that with the

power of mobile enables

you to reach customers and

deliver tailored and relevant

offers that build deeper

engagement with your brand.

Make your customers feel special by giving them

exclusive offers and services. By giving subscribers

the ability to send burritos to a friend, Chipotle

sent out wallet offers and saw incredible mobile

database growth.

Watch the Video

Gauge the effectiveness of

your mobile-first loyalty

strategy with real-time data

about your customers.

83%

8 9 10

Mobile consumers, 83% to be exact, have a positive view of

brands that deliver personalized messaging, rewards, exclusive

content, or birthday and anniversary alerts.

4.2M

2.4X Wallet

Subscriber Growth

BIBLIOGRAPHY

GET STARTED Whether you have a successful loyalty program

in place or an existing program that needs to be

refreshed, adding mobile to your strategy will

give you the power to deliver ongoing value to

your members. To learn more about how Vibes

can help, get in touch with us.

“2017 US Mobile Consumer Report.” Vibes, 2017, www.vibes.com/resources/2017-us-mobile-consumer-report/

“The 2016 Bond Loyalty Report.” Bond Brand Loyalty, 2016, info.bondbrandloyalty.com/2016-loyalty-report

“Personalization and the Era of Individualized Mobile Experiences.” Vibes, 2018, www.vibes.com/personalization-and-the-era-of-individualized-mobile-experiences/

“U.S. Customer Loyalty Program Memberships Reach Double Digit Growth at 3.8 Billion, 2017 COLLOQUY Loyalty Census Reports.” COLLOQUY, June 29, 2017, www.colloquy.com/latest-news/u-s-customer-loyalty-program-memberships-reach-double-digit-growth-at-3-8-billion-2017-colloquy-loyalty-census-reports/

Lawson, Matt. “5 Ways Consumers Connect to Stores With Mobile Shopping.” Think with Google, February 2016, www.thinkwithgoogle.com/marketing-resources/micro-moments/5-ways-consumers-connect-stores-mobile-shopping/.

“The Battle for Love and Loyalty: The Loyalty report 2017.” Bond Brand Loyalty, 2017, info.bondbrandloyalty.com/2017- loyalty-report.

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Looking for additional loyalty

strategies? Download our

comprehensive guide, Elevate Your

Loyalty Strategy with Mobile.