Enhancing Customer Engagement through Loyalty and Referral Programs

This document provides a comprehensive overview of how brands can effectively enhance customer engagement by leveraging various widgets and pages within their loyalty rewards and referral programs. The process covers key touchpoints from initial product discovery to post-purchase interactions, ensuring customers are consistently reminded of available rewards. Through careful configuration, brands can optimize customer experiences and drive higher engagement rates.

Step 1

Begin by utilizing the widget on the front screen to remind customers about the loyalty rewards program from the start of their shopping journey, from product discovery to order placement.

Step 2

The widget displays different screens for logged-in and logged-out customers. Here, the logged-in view is shown, providing details on how customers can earn rewards by engaging with the brand on social media.

Step 3

Customers can earn points through multiple social media platforms, joining Instagram channels, downloading apps, providing birthdays, or signing up. Recurring rewards are available for order placements, and referral programs allow customers to earn coupons or coins.

Step 4

Once coins are earned, customers can view the "Ways to Redeem" section, understanding redemption rules, coin value, and potential discounts. Coupons generated by the customer are also visible in this section.

Step 5

The section above displays the number of coins with expiry dates, encouraging timely use. Customers can view reward histories, including descriptions and expiries. VIP programs may offer additional benefits upon reaching specific levels.

Step 6

This brand has configured three levels, but up to eight levels can be set. Customers' progress through levels is shown in a progress bar. Communications to customers can be sent through email, WhatsApp, SMS, or RCS.

Step 7

Beyond widgets, brands can create three distinct pages: one for rewards, another for referrals, and a review page. All widget information is also available on the rewards page.

Step 8

Brands can add marketing banners to these pages, incorporating sections such as VIP programs, ways to earn and redeem, referral details, and FAQs. FAQs are also accessible via the widget for easy customer reference.

Step 9

The brand Freshers Canada utilizes separate reward and referral pages, with referral pages detailing potential customer and friend benefits.

Step 10

Referral-related FAQs are included, alongside a review page option. Brands like Cubelelo offer review pages where customers view product reviews in a grid format.

Step 11

Pages can be configured swiftly using Shopify, ensuring a seamless integration into the customer journey. Product pages can host multiple widgets, such as the rating widget, aiding quicker customer decisions.

Step 12

Earning widgets inform customers of the points earned per purchase. Brands can add redemption widgets, showcasing redeemable coins for each purchase.

Step 13

Engage customers through the product page by enabling a product review description widget, displaying review counts and facilitating detailed review breakdowns.

Step 14

Customers can easily write reviews, adding names, emails, and media. Brands may offer extra rewards for uploading images or videos and send purchase or review reminders.

Step 15

These widgets can be incorporated into the product detail page (PDP) within a day, enhancing the presentation of reviews.

Step 16

Brands can present reviews in various formats, including an image-optimized grid layout and a row layout for complete reviews.

Step 17

Observe the image-optimized grid layout and explore the row layout for comprehensive review visibility.

Step 18

Customers can experience different layout formats for reviews.

Step 19

Utilize a grid format where all reviews are visible, completing the review widget layout options.

Step 20

Transition to the checkout page, adding point redemption and earning widgets to inform customers of costs, earning potential, and redeemable coins.

Step 21

Point redemption widgets offer slider and fixed maximum discount options, showing redeemed points upon selection.

Step 22

Brands using third-party checkouts, like Plum, enable point redemption and earning visibility on these platforms. The journey continues to the thank you page.

Step 23

Encourage customers to add birthdays or refer the brand, using specific widgets on the thank you page post-purchase.

Step 24

On the order status page, motivate customers to refer others and rate products. Display potential rewards for completed actions.

Step 25

Inform customers of expected rewards on the product order page, and display earning potential for completed purchases. The final journey touchpoint is the customer's account page.

Step 26

Customers can view current coin balances, access referral links, anticipate birthday rewards, and share referral links directly through multiple platforms, enhancing their overall journey experience.