Treasured Members’ Club

Problem:

Poor customer retention. Many wholesale customers were only placing a couple of orders and then becoming dormant accounts.

Although this could be down to many factors including product quality, product offering or customer service, a good way to start to unpick the data is to be able to segment it.

Solution:

To implement a customer tiering system to drive brand loyalty, offer spend rewards, and allow personalised communications tailored to our customer’s needs.

We segmented our large customer base into three distinct groups depending on their average quarterly spend. Ruby, Sapphire and Star each received a unique set of perks that were tailored to how their business operated.

Communicating the tiering system and the benefits clearly allows for customers to aspire to reach the spend threshold to unlock further benefits such as the ability to pre-order stock or early access to sales.