The Challenge
Shopper footfall across British high streets has been in a steady decline for a number of years which continues to have a huge impact on local independent shops.
In September 2015, Garbetts challenged Loyalty Pro to create a loyalty scheme to help them engage with their customers and reward them for their loyalty. They wanted to encourage customers to shop local rather than online or in a local supermarket. Finally, they wanted to create an exclusive, attractive and rewarding membership environment.
Garbett Butcher’s Deliveries Manager Katie said: “We wanted to futureproof our business and we knew that implementing a robust loyalty card scheme would help us better engage with our current and potential future customers. Our business has been built on loyalty – we know all our customers by name, for example. But today that is not enough. We knew we needed to be better. We needed to use the same communication channels as our customers.”
Our Solution
We listened and built a loyalty scheme for Garbetts, focusing on helping them to increase their customer interaction. We supplied the shop with a tablet, stand and printer and an initial 1000 loyalty cards.
The cards are quick and easy for customers to sign up to in store and, once registered, customers receive information on products relevant to them – based on their previous purchases – as well as a host of promotional offers.
To help them communicate with their customers, we also set them up with our card-holder messaging service. This allows them to send emails and weekly text messages to targeted lists of customers based on their purchase history.
We handle all of the administration to ensure that the messages reach their intended targets in the most effective ways for them.
The Impact
Garbetts wanted to have 1,000 loyalty customers signed up within the first year – and hit their target in the first 9 months.
In that time, our loyalty system has helped them generate over £50,000 in loyalty spend and at least 40 new customers sign up every week.
Katie said: “Loyalty Pro has helped us to fight back against falling high street footfall. It’s a great loyalty system.
“I love the way we can better engage with our customers, whether that’s updating them on company news, offers of the week or simply wishing them well on a national holiday.
“We can see which offers work the best and regularly get at least a 10% response from our promotional text messages. Since the scheme started, the level of response has been far greater for us than advertising on social media.
“Even better, our customers love our loyalty scheme too. Feedback has been extremely positive and people like the fact that we can target them with very individual offers via text, email or face-to-face because we know them so well.
“It’s great that we are now able to give something back to our customers because their loyalty means so much to us and the future of our family business.”
