Customer loyalty and engagement

1. @LoyaltyLionHQ
Is customer loyalty a
concept of the past?
Charlie Casey, CEO

2. @LoyaltyLionHQ
Charlie Casey
• Co-founder / CEO of LoyaltyLion
• UK economist
• Deloitte Technology Consultant
• First business at 9 years old
• Startup mentor
1,400

3. @LoyaltyLionHQ
Prevent centralisation of
ecommerce

4. @LoyaltyLionHQ
Is customer loyalty a
concept of the past?

5. @LoyaltyLionHQ

6. @LoyaltyLionHQ
Loyalty, noun
A feeling of devotion.
Showing firm or constant support.
Loyalty to the crown, partner, family, friends

7. @LoyaltyLionHQ
Engaged. Retained. Advocate.

8. @LoyaltyLionHQ
Great customer experience
where they feel valued
RETAIL LOYALTY

9. @LoyaltyLionHQ
Increasing loyalty for
ecommerce
OUR FOCUS

10. @LoyaltyLionHQ
Ecommerce has transformed the way
we shop and interact with brands

11. @LoyaltyLionHQ
67% of shoppers will purchase items
from different stores or websites to
get the lowest price
• Higher quality
• Better service
• Lower prices
• Increased competition
• Easy to compare
• No lazy loyalty
Great for customers Challenges for retailers

12. @LoyaltyLionHQ
Sophisticated loyalty software for mid
and enterprise ecommerce stores that
increases customer engagement,
retention and advocacy.

13. @LoyaltyLionHQ
Loyalty programs
are not new…
• Memberships are rising
• Health and wellness is up
88% (cosmetics and
nutrition)
of global consumers agree that, all
other factors equal, they’ll buy from a
retailer with a loyalty program over one
without (Nielson)
72%
of global consumers agree they’d shop
more at online retailers if they provided
loyalty benefits similar to those of
traditional in-store retailers (Nielson)
66%

14. @LoyaltyLionHQ
• Friction to join
• Unattainable rewards
• Confusing
• Not really a loyalty
program
Bad reputation
of consumers do not sign up for a
loyalty program due to the
inconvenience and time required to
complete registration
70%
of consumers say rewards
programs require too much
spending to reach the next
level of status
43%

15. @LoyaltyLionHQ
• Friction to join
• Unattainable rewards
• Confusing
• Not really a loyalty
program
Bad reputation
Uses the same customer account.
No extra steps
Onboarding manager. Reward within
first customer engagement
In cart rewards - 4x increase in
program engagement
Program specifically for that store
LoyaltyLion design principles:

16. @LoyaltyLionHQ
• Sell homogenous goods or
are a reseller
• Have high customer
acquisition costs
• Cannot afford to differentiate
on price
• High potential repeat purchase
rate
• Can build a community around
shared interests
• Large customer database
Need Gain

17. @LoyaltyLionHQ
Measuring customer loyalty
• Reduce churn
• Increase AOV
• Increase engagement
• Increase repeat purchases
• Acquire new customers

18. @LoyaltyLionHQ
CheapUndies bring high quality underwear to their shoppers for
low prices. They are built on Shopify Plus and are market leaders in
affordable underwear. LoyaltyLion has worked with CheapUndies
for over 18 months.
Goal Reduce churn and increase AOV

19. @LoyaltyLionHQ
CheapUndies bring high quality underwear to their shoppers for
low prices. They are built on Shopify Plus and are market leaders in
affordable underwear. LoyaltyLion has worked with CheapUndies
for over 18 months.
Results
increase in retention
of loyal customers
11%
additional revenue
to the business
$825k
increase in AOV in
loyal customers
80%
"LoyaltyLion has been great for CheapUndies - we’ve seen a huge
ROI. We wanted a solution that could be customised to match our
brand and LoyaltyLion does just that. I really like the fact you can
set it up and let it run itself.”
- Edward Upton, Owner

20. @LoyaltyLionHQ
CheapUndies bring high quality underwear to their shoppers for
low prices. They are built on Shopify Plus and are market leaders in
affordable underwear. LoyaltyLion has worked with CheapUndies
for over 18 months.
Explaining the numbers
11% $825k
increase in retention
of loyal customers
additional revenue
to the business
=
1m customers
200k loyal
150k retain
166.5k with us
16.5k more customers x $50 purchase
$825k year in revenue

21. @LoyaltyLionHQ
The Chivery sell merchandise related to their hugely popular blog,
TheCHIVE. Their pop culture driven product range boasts over 1,000
products and 1.2M customers.
Goal Increase engagement

22. @LoyaltyLionHQ
The Chivery sell merchandise related to their hugely popular blog,
TheCHIVE. Their pop culture driven product range boasts over 1,000
products and 1.2M customers.
Results
lift in rewarded
activities
47%
of annual revenue
6%
“LoyaltyLion has proven to be the best loyalty
vendor we could have chosen. We have over 40
million visitors a month and LoyaltyLion provided
the customisation, scale and stability we need.”
- Alen Durbuzovic, CTO of Resignation Media &
theCHIVE

23. @LoyaltyLionHQ
100% PURE is a leading organic cosmetics beauty firm based in Silicon
Valley. They sell their own brand cosmetics via 13 physical stores and
3 online stores. All the stores use Shopify.
Goal Increase repeat purchases / acquire new customers

24. @LoyaltyLionHQ
100% PURE is a leading organic cosmetics beauty firm based in Silicon
Valley. They sell their own brand cosmetics via 13 physical stores and
3 online stores. All the stores use Shopify.
Results
increase in repeat
purchase rates
15-20%
from referrals
per day
$1k
annual revenue
from loyalty emails
3%
clickthrough rate on
loyalty emails
35%

25. @LoyaltyLionHQ
Is customer loyalty a
concept of the past?

26. @LoyaltyLionHQ
“The only thing that matters in
ecommerce is customer loyalty.”
James Hart, ASOS ecommerce director for 14 years

27. @LoyaltyLionHQ
Thank you
Charlie Casey, CEO