We discovered with quantitative and qualitative research that changing customer behavior was driven by tighter budgets and a preference for discounts and faster shipping options. Customers were flocking to competitors like Amazon, lured by the appeal of free shipping and expedited delivery. Armed with these insights, we proposed an effective solution to revamp the loyalty program for this customer segment.
The company implemented lower purchase thresholds for discounts and free shipping, successfully incentivizing customers. While they couldn’t match Amazon’s shipping speed, they offered compelling discounts that enticed customers who had previously scaled back their purchases. As a result, the company not only regained the lost loyalty, but also experienced a notable increase in orders.
By proactively understanding the reasons behind the decline in orders and implementing a targeted solution, the company successfully regained customer trust and witnessed substantial sales growth within the affected market segment.
