Bosta
How can Bosta increase loyalty in the existing customer base and encourage both existing and new customers to make purchases through the online channel?
The Touch Approach
For Bosta, we realized an omnichannel loyalty program, Bosta Waterpoints, linked to Bosta’s e-commerce system.
The customers save points based on the order value. If customers order online, they receive double points.
The program is designed to be interactive. For example, customers are surprised with a gift on their birthday. Customers can also earn bonus points by answering knowledge questions and customer satisfaction surveys. In addition, customers receive points based on their annual sales.
The Bosta Customer Journey is also offered as part of the savings range.
Touch takes care of all project management, fulfilment and administrative tasks related to the loyalty programme.
Primary Goals
- Renew and expand the existing program
- Increase loyalty and customer satisfaction
- Stimulate cross and upselling
Results
- Increased number of contact moments among the entire customer base
- Customers who participate in the loyalty program realize 15% more turnover
- Clearly visible effect on repeat purchases
- Successful rollout to Bosta/Bevo locations in UK, Denmark, Germany and Poland
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