reasons loyalty apps fail (and how to fix them)

Reasons Loyalty Apps Fail(and How to Fix Them)

2

Agenda

Why Loyalty Apps are Valuable

Reasons Loyalty Apps Failand How to Address Them

Contact Us to Learn More

1

2

3

Greg NgVP of DigitalPointSource

Stephanie TrunzoCOO & Chief Digital OfficerPointSource

3

Loyal Customers Deserve a Dedicated App

Engaged Loyal Customers:• Spend 3-4x longer with your brand and visit 2x more often• Have increased ticket sizes by 30-40% • Spend 2.5x more money• Cost 5x less than other customers to maintain• Deliver 23% more wallet share, revenue

and profitability

4

To Be Successful, Loyalty Apps Must…

Identify

5


Identify

Reward

6


Identify

Reward

Incentivize

7

Reasons Loyalty Apps Fail

No Wallet orPassbook experience

PROBLEM

8


Starbucks• Allow your users to easily integrate

their existing payment preferences and provide enhanced user experience.

SOLUTION: Enable Passbookand Wallet integration

9


Sephora• Allow your users to quickly see your

rewards status

SOLUTION: Enable Passbookand Wallet integration

10


No in-storeintegration

PROBLEM

In-storeExperience

MobileApp

11


Wegmans• View frequent purchases and create

lists that can be shared with other family members.

SOLUTION: Offer useful tools for in-store experience

12


h.h. gregg• Product scan and price comparison

tools provide an experience customers are already looking for and enhances the in-store experience.

SOLUTION: Offer price comparison tools

13


Store associatesare unarmed

PROBLEM

14


Finish Line• Train and enable associates to

showcase the app’s value at each stage of the customer journey.

SOLUTION: Make your associates app ambassadors

15


No clear pathto purchase

PROBLEM

16


Barnes&Noble• Enable purchases directly

from the app in the ways youneed it most.

SOLUTION: Design an intuitive purchase experience

17


Customers haveno reward redemption

PROBLEM

18


Finish Line• Consolidate rewards system within

the app and design a simple user experience for redemption at any point of purchase.

SOLUTION: Provide reward trackingand redemption

19


No contextualexperience

PROBLEM

20


Cartwheel by Target• Create a personalized shopping

experience with geo-spatial data integration.

SOLUTION: Offer location-based promotions

21


The app onlyfocuses on rewards

PROBLEM

22


Finish Line• A user experience that delivers value

throughout the user journey will increase engagement and loyalty.

SOLUTION: Include features that address your users’ needs

23


No notificationstrategy

PROBLEM

24


Amazon• Enact a solid and responsible notification

strategy that provides value in signal and not desensitization in noise.

SOLUTION: Filter the signal from the noise

25


No predictivetriggers to identifymost loyal users

PROBLEM

26


Cartwheel by Target• Track purchase history and loyalty points

to strategically reward and incentivize return business.

SOLUTION: Integrate analytics and CRM

27


No system forcollecting data toinform businessintelligence

PROBLEM

Product demand

Promotion performance

Business decisions

Purchase history

InventoryRevenue

Foot traffic

ROIProduct performance

Web traffic

28


Finish Line• Data collection through features that

provide customer value and in-turn inform product demand, inventory needs, product placements and more.

SOLUTION: Integrate app architecture with systems of record

29

FOUDATIONAL FEATURES

Foundational Features & Custom Features for Loyalty

Accountinformation

Digital rewards card

Reward tracking & redemption

Storelocator

Customer service

30

Detailed product pages

Shopping cart & checkout

Price comparison tool

Product release calendar

Product recommendations

Push notification, couponing, emails

In-store shopping experience

And more…

CUSTOM FEATURES


Accountinformation



Storelocator

Customer service


31

Detailed product pages

Shopping cart & checkout

Price comparison tool

Product release calendar

Product recommendations

Push notification, couponing, emails

In-store shopping experience

And more…

CUSTOM FEATURES


Accountinformation



Storelocator

Customer service


Thank youContact Us to Learn More

Greg Ng | [email protected] Trunzo | [email protected]