Welcome, D2C founders and marketers with million-dollar online stores. You’re here because you want direct, actionable insights. We get it. We’ve worked with Mamaearth, Boat, and Plixlife, and we’re here to show you how to drive loyalty program adoption or launch one that works. Let’s dive right in. We’ll list down the five steps and take the case of Mamaearth to understand the impact.
Step 1: Launching a Wallet and Promoting Usage
One fundamental step in building customer loyalty is the introduction of a digital wallet coupled with strategic promotion. The aim is to empower customers to accrue rewards they can then utilize within your online store.
It’s a common pitfall for brands to fall into the trap of offering promotions that primarily target new customer acquisition, rather than incentivizing wallet usage among existing ones.
Mamaearth, a notable success story in the e-commerce realm, tackled this challenge brilliantly. They initiated a 10% cashback incentive on prepaid orders, a move that not only reduced Cash-on-Delivery (COD) orders from a high 72% to a more manageable 63%, but also remarkably decreased overall return rates by an impressive 12%.
Perhaps most importantly, the cost incurred through this additional cashback was swiftly recouped through increased customer loyalty and higher sales from those using the wallet. This strategic approach not only engages existing customers but also bolsters their commitment to your brand, setting the stage for a successful loyalty program.
Step 2: Re-engagement
Once you’ve cultivated a segment of consumers holding a wallet balance, the subsequent move is to gently prompt them to make a second purchase. This step is pivotal for boosting the Customer Lifetime Value (LTV), and it necessitates a thoughtful choice of communication channels. Avoid the route of paid advertisements and, instead, harness the effectiveness of email, SMS, and WhatsApp.
The primary objective in this stage is to guide your existing users back to your website and encourage them to initiate a second transaction, all while sidestepping the expenses associated with traditional advertising methods. This re-engagement phase typically becomes relevant approximately 3-4 months following the wallet’s launch.
For instance, Mamaearth, after three months, meticulously identified customers boasting a wallet balance surpassing 100 INR. These valued customers received exclusive discount codes, unlocking an enticing 20% cashback offer for prepaid orders. Upon retrospective analysis spanning 6 months, this strategic maneuver impressively elevated the Customer Lifetime Value (LTV) by a substantial 43%.
Step 3: Igniting the Referral Engine
This phase is indispensable for any brand aiming to achieve profitability. Your brand truly thrives when your customers advocate for it, making you the top choice in the market.
Referral programs are a potent way to reward your most devoted and satisfied customers. Studies reveal that unhappy customers tend to share their dissatisfaction with approximately four people, while content customers are likely to share with just one person. Thus, it’s imperative to incentivize these satisfied customers to become ambassadors who drive sales for your brand.
At the six-month mark following the wallet launch, Mamaearth strategically introduced a loyalty and referral program. This initiative rewarded customers with wallet cash for referring new users. While this approach successfully brought in new customers, it also introduced a challenge of potential fraudulent accounts. To address this issue, Farziengineer’s fraud detection system played a pivotal role in maintaining program integrity.
Step 4: Weaning Off Discounts
Now that your customers are used to the wallet usage it’s time to start reducing the regular discounts and introducing member only or wallet only offers. The idea is to strike a balance between new customer acquisition while making sure that your existing customers get equal or more value from being the loyal customers and don’t feel the need to create new accounts to avail the offers. You can see many brands who fail to strike this balance and get fake signups just for the offer.
To further promote loyalty, Mamaearth discontinued discounts for repeat users and instead offered substantial cashback on their website. This led to an impressive 83% increase in wallet usage. Additionally, processing refunds directly into the wallet enhanced customer experience and retention.
Before reaching the final step in implementing a loyalty program for your business, it’s essential to consider a few critical factors:
Patience and Time: Loyalty programs are powerful tools for customer retention, but they often require time and patience to yield significant results. Building customer loyalty takes time as you need to earn trust and establish a track record of rewarding and engaging customers effectively. Don’t be discouraged if you don’t see immediate, dramatic changes in customer behavior.
Conviction: Belief in the effectiveness of your loyalty program is crucial. Understand that results may not be evident in the initial stages, and adoption might be slow. However, stay committed to the program’s goals and vision. Consistency and long-term commitment can lead to substantial improvements in customer retention over time.
Early Adopters: Keep a close eye on your early adopters, as they can provide valuable insights into the program’s strengths and weaknesses. Establish a feedback loop with these customers to understand their experiences and any challenges they face in using the loyalty program. Their feedback can help you make necessary adjustments and improvements.
Feedback Mechanism: Implement a robust feedback mechanism to collect insights from customers who are not using your loyalty program. Understand why they are not participating and whether there are any barriers preventing them from engaging. Use this feedback to refine your program and address customer concerns effectively.
In summary, loyalty programs are a long-term investment in customer retention. It’s important to remain patient, maintain faith in the program’s potential, and actively seek feedback from both early adopters and non-participants to continually improve and adapt your strategy. Over time, a well-executed loyalty program can have a substantial positive impact on your business’s customer loyalty and overall success. Now onto the final step.
Step 5: Gamification And Membership Levels
In the competitive landscape of Direct-to-Consumer (D2C) brands, enhancing customer retention is a top priority. Two innovative strategies that have proven to be highly effective in achieving this goal are gamification and membership levels. This is yet to be done successfully by any Indian D2C brand but Boat is heading into this direction with full charge. This is the last step after this you just need to experiment with various rewards and touch points. Once you are at this step your program should be reaping benefits for you.
Gamification: Gamification involves integrating game-like elements and rewards into the customer experience. D2C brands are leveraging this concept by introducing loyalty programs that resemble games. Customers earn points, badges, or rewards for various interactions, such as making purchases, referring friends, or leaving reviews. This not only makes shopping more engaging but also taps into customers’ intrinsic motivation for achievement and recognition. The element of surprise and competition keeps customers coming back for more, thus improving retention rates.
Membership Levels: Creating membership levels or tiers adds an exclusive and aspirational aspect to a D2C brand’s loyalty program. Customers can unlock higher levels by reaching specific milestones or making more substantial purchases. Each level offers unique perks, such as early access to sales, personalized recommendations, or premium customer support. This strategy not only encourages customers to continue engaging with the brand but also fosters a sense of belonging and status, further cementing their loyalty.
By combining gamification and membership levels, D2C brands can craft loyalty programs that are not only engaging but also foster a sense of community and achievement among their customers. These strategies not only boost customer retention but also contribute to brand advocacy, creating a win-win scenario for both the brand and its loyal customer base.
Mamaearth’s journey with Farziengineer’s loyalty system showcases the power of a well-executed loyalty and rewards program in boosting customer retention and driving business growth. By gradually reducing discounts and strategically encouraging wallet usage, Mamaearth achieved remarkable results.
