CASE STUDY
Patchology increases average purchases per customer for loyalty members by 80% with loyalty program
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Solutions
Main Takeaways
Bubblehouse and Patchology worked together to craft a loyalty program that was aimed at increasing customer touchpoints around loyalty to increase participation and redemptions. By adding in more engaging ways to interact with loyalty, Patchology was able to increase the amount of data collected from their customer base. Average reviews collected was 36x more than those who have not interacted with the loyalty program.
By adding in additional touchpoints for customers at the account and checkout level, Patchology was able to boost metrics across all the key KPIs, including AOV, purchase frequency, and average revenue per customer. This was also boosted by sophisticated email marketing flows that have driven a large percentage of Patchology’s revenue from the loyalty program implemented by Bubblehouse.
Patchology was also able to further cultivate its brand identity through the loyalty program by incorporating all the key tone and branding across the loyalty program page and in the additional touchpoints provided by Bubblehouse.
Bubblehouse and Patchology implemented a powerful loyalty program with additional customer touchpoints on the account page and at checkout for increased participation
Bubblehouse’s email marketing team helped the Patchology create and implement a compelling strategy around loyalty communication to engage customers in the most effective way
A strong focus was placed on design and and brand identity when crafting the loyalty program for Patchology to create a seamless experience for customers and make the program feel like an ingrained part of Patchology’s eCommerce site
Results
Main takeaways
Loyalty redeemers had 2x higher average revenue per customer compared to non-redeemers ( $105.7 vs. $51.2)
Loyalty redeemers had 80% higher average purchases compared to non redeemers (1.8x vs 1.0x per year)
42% of loyalty members have signed up to SMS updates from Patchology through the loyalty program
For loyalty members, defined as those active in the loyalty program, they had on average 2.78x higher average purchases compared to non members. While redeemers purchased 3.9 times per year, non redeemers only purchased 1.4 times per year. This goes to show how the loyalty program has an important effect in getting customers to increase their purchase frequency.
A similar result is shown with the average revenue per customer and AOV KPIs. Redeemers had a 3.95x higher average revenue per customer, where for redeems it was $944 and for non redeemers it was $239. Again, this shows how loyalty is an important component for customers who spend the most on stores. With AOV, likewise, redeemers have a 39% higher AOV compared to non redeemers, where redeemers came in with an AOV of $241 and non redeemers with an AOV of $173.