Customer loyalty case studies and industry-specific strategies

 

customer loyalty case study

Jul 24,  · Loyalty Case Study: Starbucks Rewards. Don’t get me wrong – I definitely think that Starbuck’s program is one of the best examples of customer loyalty. The suggestions below are really just nitpicking the program, but there are always areas where improvements can be made. 1. Poor Explanation of Earning Conditions. View our case studies to see how bLoyal has helped clients drive customer lifetime value through our powerful loyalty software and consulting. View our case studies to see how bLoyal has helped clients drive customer lifetime value through our powerful loyalty software and consulting. Veterinarian Case Study | Loyalty Programs from bLoyal Author: Bloyal Marketing. Dec 22,  · That concludes the Amazon Prime case study. If you have a loyalty program you would like me to evaluate please let me know by tweeting @smilerewards with the loyalty program you would like to see. If you want more loyalty and retention tips checkout our resource center, and stay tuned for the next loyalty case study.


Loyalty Case Studies | Loyalty Marketing Programs from bLoyal


When we asked Smile. I will share my thoughts on what the loyalty program is doing well in the first section and then follow that up with customer loyalty case study areas I believe Amazon could improve on. What started out as an online book store quickly became the gold standard in ecommerce. Amazon is an all-encompassing ecommerce solution, and is often seen as the "Wal-Mart" of ecommerce.

Thanks to their size, popularity, and ongoing innovation, Amazon Prime remains a central topic of discussion in the future ecommerce. You will be greeted with plenty of benefits when you sign up for the program. The Prime explainer page does a really good job of showing all the benefits without overwhelming you.

The page highlights each key benefit with an accompanying visuals, and provides a clear hierarchy of information. This makes the page easily skimmable, while also providing adequate detail for prospective customers. It's just enough information to get you excited, without being to overwhelming. This is vital for a strong explainer page.

However, some people will want all the details. That is why Amazon Prime links users to more detailed explanations. Want to know more about Prime Music?

Just click learn more and all the details you could possibly need are right there. It can be boiled down to two main benefits, but Amazon does a really good job building these benefits out in order to create a program that is relevant to a variety of customers. Some customers are readers, while others love music. By diving into the details of program benefits, Amazon has created an explainer page with near universal appeal. There is not a one size fits all loyalty program.

You need to adjust and tweak your rewards in order to match what your customers are looking for in a program. A luxury brand loyalty program would be structured much differently than Amazon Prime. Nonetheless, Amazon does an amazing job of giving their customers exactly what they want. In fact, Amazon makes two-day shipping feel like the economy option by offering even faster methods, including drone delivery in some locations:, customer loyalty case study. Members get their orders delivered fast, free, and with excellent customer service along the way.

This simple benefit is one of the best examples of giving your customers what they want from your loyalty program. Amazon's dedication to fast shipping positions them as the torchbearer of ecommerce operations.

Before Prime, it appeared ecommerce was overlooked by many due to slow shipping and unpredictable outcomes. Amazon saw this and created Prime to deliver both peace of mind and convenience for their customers. Following in Amazon's footsteps, you should create a loyalty program that challenges a customer's expectations and surprises customers with immense value. This relates to point number two above. Most know Amazon for their selection and shipping, customer loyalty case study, but many people are unaware of their other services, customer loyalty case study.

For example, most people use Netflix for video streaming and Spotify or Apple Music for music streaming, customer loyalty case study. Amazon has competing products for these, Prime Music and Prime Video, customer loyalty case study, and they all come free with a membership, customer loyalty case study.

Prime also includes online photo storage and access customer loyalty case study thousands of ebooks. It's a fantastic way to get your services into the hands of thousands, and to build a thorough ecosystem of products and services. As I write this post, I keep wanting to call these services "free. Members see extra features as a cost saving opportunity, since they are already paying more per year for services that don't deliver the same breadth of value. Members see value in using these services and Amazon expands market share and brand awareness in all of the areas they are less well known for.

This is loyalty marketing at its finest! Before I get into this section I want to clarify that I could not find any glaring problems with Amazon Prime like I usually do with other loyalty programs. Loyalty programs are usually a tool used in retention marketing tactics. This means they are focused on getting a greater percentage of your existing customer base to come back and become profitable repeat customers.

The problem I have with Prime is that it really only provides solid benefits to those who plan on making multiple purchases in a year. This means that the program is getting repeat customers customer loyalty case study purchase more—which is not a bad thing—but it is customer loyalty case study going to be motivating for customer who make an occasional purchase.

I believe Amazon would see some amazing results if they created a program that was focused on creating more repeat purchasers, rather than getting more out of their existing ones. This customer loyalty case study they challenge customers to strive to be better or to beat each other. Amazon would no doubt benefit from a program like this, customer loyalty case study. I believe Amazon could take advantage of a similar style program.

Customer loyalty case study I were to restructure Prime, I would make it free to join and give additional shipping benefits based on tiers. Members would start in basic and get discounted shipping. When a customer makes a certain amount of purchases in a year maybe one above the average purchase frequency they get free basic shipping. When they make the next threshold of purchases they get free two day shipping like the current Prime structure.

This tiered style program would allow Amazon to see the benefits they currently see with Prime while engaging for customers who are not yet frequent buyers. Customers will spend more if they are challenged to do so! Amazon has two types of loyalty programs: Amazon Prime and Amazon with Points. This is a collaboration with other point providers, where they can use those points to make purchases customer loyalty case study Amazon.

Amazon does offer points directly through a Visa card, but the majority are done through external point system. Running two different programs can create a lot of confusion—especially when both are so prominent. Amazon could easily combine Prime and a points based program to make something that would be super effective. All in all, I really like how Amazon has structured the Prime program.

Like I said, I am not that big a fan of pay to join loyalty program, but I can still appreciate them. They have created a program their customers love and they give those customers exactly what they are looking for.

I think they could improve the program with some gamification elements and a little more focus on creating more repeat customers, customer loyalty case study than just getting the most out of their power users. That concludes the Amazon Prime case study. If you have a loyalty program you would like me to evaluate please let me know by tweeting smilerewards with the loyalty program you would like to see.

If you want more loyalty and retention tips checkout our resource centerand stay tuned for the next loyalty case study. Product Build. Smile UI, customer loyalty case study. Tailor your customer experience to fit your brand. Smile Admin. Shopify Plus. Smile Apps. Power up your rewards program with Smile Apps.

Help Docs. Book a Demo Log in. Create Free Account Log in. Program Case Studies. What Amazon Prime Does Right What started out as an online book store quickly became the gold standard in ecommerce.

Learn how the biggest brands drive loyalty. Amazon is just one of many global brands using rewards and loyalty strategies to increase customer retention. Amazon is just the beginning! Customer loyalty case study the loyalty methods from brands like Uber and Starbucks in order to drive customer loyalty at your store, customer loyalty case study.

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Loyalty Case Study: Starbucks Rewards

 

customer loyalty case study

 

These case studies illustrate the customer loyalty issues companies must confront, and offer real-world solutions for keeping customers loyal and doing an analysis of loyalty programs' success. Find tips in these case studies on building successful customer satisfaction programs and . Customer Relationship Marketing Case Studies. See how retailers across the country have leveraged CCG’s capabilities and services to improve results for their customer marketing initiatives, conduct effective solution searches, develop or optimize their loyalty programs, and enhance their customer communications. Get exclusive insights in. Customer Satisfaction and Customer Loyalty: A Case Study of Retail Super Markets in United Kingdom (UK). A case study is conducted to identify the customer requirements on CPU performance.