Liquid Barcodes

Resources

Loyalty is the Customer’s Decision.

Paula Thomas, Chief Content Officer, Liquid Barcodes

20/09/2018

Bob Stein

Author: Bob Stein – President RBS Associates and Liquid Barcodes Advisory Board

Loyalty programs have been part of convenience retailing for a very long time. Most programs have been driven by either product discounts or “cents off gas” purchases. In reality, these tactics are just short-term promotions and are unlikely to ever build or sustain any form of customer loyalty.

We know the true power of well-run programs from brands such as Starbucks, airline companies, and even grocery store retailers. In each of these cases, while discount offers are featured within their loyalty programs, each program includes so much more. In addition to supporting their brand at all times, they utilize the latest technology to make their customer interaction and purchases easier, capturing individual customer data to provide personalized offers and encouraging feedback.

Today, convenience retailers must apply the same expertise and insights to truly retain and grow our most loyal customers. We in Liquid Barcodes call this process “Live Loyalty”. Through the use of our advanced technology, we engage customers with their favorite retailers on their terms, 24/7 and in real time. “Live Loyalty” is achieved through the careful application of three key concepts: Engage, Promote and Reward – and here we explore this process.

Engage:

Loyalty starts with engagement. How easy is it for your customers to engage with you? Do you have many offers for them? Can they act quickly on them when they want to? Are truly loyal customers who buy frequently treated better than those who buy less often from you? Is it fun for them to use your loyalty app? Can they communicate their feedback, concerns and suggestions to you? Do they feel special when they decide to engage with your brand?

To answer these questions effectively it is imperative to first design your approach to customer engagement, then ensure the technology platform you choose can meet each of their needs when they engage with you. The overall design process should effectively capture every customer transaction, and provide insights for ongoing learning. Engaging with customers includes a process  to capture customer feedback and ensure any communication is effectively captured and responded to.

This approach ensures that your programme is interesting, fun and useful for customers, which will  ensure they continue to engage with you long-term.

team

Promote:

Having excited your customers about engaging with you, then it is critical to create fun and value for them. As well as exciting promotions and offers, the platform allow you a way to promote your brand with interesting, action-orientated campaigns that ensure repeat engagement. If your interaction with customer is exciting, it ensures you are promoting your brand and not only the products being offered.

Gamification is one approach you can use today that drives engagement and also allows product promotions that deliver value for your customers, giving them a reason to keep coming back. It is the engine that supports engagement.

offers

Reward:

Of course retailers should provide rewards to its loyal customers, but one size does not fit all. Different customers will have different perspectives as to what rewards will excite them to keep them coming back to shop with you. Some would like an immediate discount, others prefer to earn points towards a larger reward, some enjoy fuel discounts or buy-one-get-one free offers etc. There are so many rewards that can be offered – why not let the customer choose what reward they personally prefer?

Allowing customers choose their reward means that the technology underpinning the loyalty program must be sophisticated and smart enough to manage choices while still being easy to use. For most customers this works best on a loyalty app on their phone so they can claim their rewards easily and quickly.

Rewarding customers for their purchases creates brand loyalty to your stores, makes their engagement with you worthwhile, makes them feel valued and special by “their choice” – all through the effective use of the “Live Loyalty” process we’ve described for you here – Engage, Promote and Reward.

Engage, Promote and Reward

Loyal Customers

It has never been more important for retailers to ensure that they have a comprehensive loyalty program. With so many more stores for customers to choose from, and competition from online purchases with home delivery and people generally driving less, it is imperative that C-store retailers keep and build new loyal customers. The best way to do this is to build a “Live Loyalty Program” that will ensure that you are always able to Engage, Promote and Reward customers on a 24/7 real time basis.

Loyal Customers

About Us:

Liquid Barcodes is a leading global loyalty technology company specialized for the convenience store and foodservice industries. Our proprietary cloud-based technology platform allow retailers to create and manage their digital marketing campaigns with a proprietary process we call the “customer connection cycle’ to engage, promote and reward customers activities in real-time across digital and media channels.

How we do it:

We have developed the most advanced loyalty and digital marketing technology platform specifically for convenience store and foodservice retailers globally.

Retailers use our self-service dashboard to create and manage loyalty driven marketing campaigns that increase purchases with their existing customers, as well as effectively target and acquire new customers through partners or paid media channels.

One core component of live loyalty is gamification. We have gamified branding, loyalty and promotions. We believe this approach is essential in order to get customers’ attention and ultimately truly engage them with repeatable actions thereby winning their loyalty.

Check out some of our exciting/proven results here:

www.LiquidBarcodes.com

About Me:

Paula Thomas Chief Content Officer, Liquid Barcodes and Independent Loyalty Consultant.

With over twenty-five years marketing experience, I specialise in loyalty marketing consulting, managing consumer loyalty propositions, strategy and operations. In addition to working with Liquid Barcodes, my clients have included Telefonica O2, Three Mobile, Electric Ireland, Allied Irish Bank and The Entertainer, as well as Avios – the global points currency for some of the world’s top airlines. I am also a judge for the Loyalty Magazine Awards. 

—————————————————————————————–


Blog post

Paying for Fuel With an App Is Convenient… Until It Isn’t

Paying for fuel using a stored payment method through your smartphone and the store’s app is an amazingly convenient concept. Drive up, link your phone and the pump, pick your payment method, and fuel up. In under 5 minutes, your fuel tank is full and you’re on your way and you never touched a payment […]

Blog post

For the Love of Convenience

This summer, my family took the proverbial summer road trip vacation. First, we drove from our home in Virginia up north to the great land of lobstah in wicked cool New England. After that, we drove from there down to the endless sandy beaches in the Outer Banks of North Carolina.     1,500 miles! […]

Blog post

Save Thousands in Credit Card Fees With ACH

Visa and Mastercard announced an increase in interchange fees earlier in the year and retailers are taking action and sending a message by migrating their customers to new solutions, including mobile app-based ACH payments, and in the process increasing profits by not only reducing credit card fees but also boosting loyalty via innovative app-based incentive […]

Blog post

Subscription Programs Are Economically Smart Investments

Monthly subscriptions to products and services are economically smart investments for retailers and customers With a recession looming and gas prices still at record-high levels, customers are tightening their grip on their wallets. But this doesn’t mean they’ll be turning their backs on convenience store purchases and there are ways you can weather the impending […]

Blog post

Converting Impulse Shoppers to Automatic Customers

Subscription programs for drinks and snacks encourage customers to change from impulse buyers to automatic customers   Customers stop at gas stations and convenience stores to buy fuel, for beverages and snacks and to use the bathroom, essentially in that order of priority. A NACS survey of gas-buying customers found that half went into the […]

Blog post

Maxol Launches First-of-Its-Kind Loyalty App

Maxol, Ireland’s largest family-owned forecourt and convenience retailer, announced it has launched a new customer loyalty app with never-before-seen features in the Irish market. After more than a century serving Irish customers, Maxol’s 240+ stores and service stations are located throughout Ireland and have enjoyed global recognition for their best-in-class operations, store design and offers. […]

Blog post

Delivering Personalized Content With Machine Learning and Image Recognition

Build personalized customer connections, improve efficiency, and make intelligent, data-driven decisions using machine learning and image recognition.   It’s 7:15 in the morning and a customer – Amy – is on her way to work. She is on the hunt for coffee and breakfast and stops at a convenience store. She opens her store app […]

Blog post

Sweet Tea and Coffee Subscription Beverage Programs Brew Recurring Revenue

As summer nears, consumers are turning their attention towards refreshing iced beverages and iced tea is a hot seller this time of year, especially when sold with a subscription beverage program. Sweet tea might be the quintessential drink of southerners in the U.S, but the rest of the country has developed a taste for the […]

Blog post

Circle K’s Use of Beacon Technology to Activate Car Wash Subscription Program

Beacon Technology and Car Wash Subscription Programs Beacon technology used in tandem with a customer-facing car wash subscription program revolutionizes the customer experience by providing a quick, convenient experience. Innovation is the key to continued growth and ensuring a frictionless customer experience should be top of mind for any retailer. Circle K’s vast global network […]

Blog post

Unlimited Car Washes!

Subscription programs for car washes are a hot trend in convenience retail.

Blog post

Car Wash Program Drives Sales for United Pacific

Car wash programs are revenue drivers for convenience stores and fueling stations around the globe. Making sure the process is convenient and cost-effective for customers increases traffic and drives in-store sales. Oftentimes, car wash units occupy a small corner of the lot and do not receive much attention. This is not the case for those […]

Blog post

Danish Railway Rewards Riders with DSB Plus

The Danish railway system, known as DSB, is going the distance to reward customers by partnering with convenience retailer 7-Eleven to deliver points towards food and coffee simply for riding the rails. Whether commuting or travelling longer distances, riders who join DSB Plus earn points whenever they travel within Denmark. DSB is an abbreviation for […]

Blog post

Subscriptions for the win!

Amazon Prime is, by nature, a subscription under the auspice of membership. Pay an annual fee, get 2-day shipping and exclusive deals. Amazon took it one level further with “Subscribe & Save” where you can get everyday – and not so everyday – items shipped to you on a regular schedule.  In the early days […]

Blog post

Customer Retention Program of Circle K Vietnam

As the first international convenience store brand to launch in Vietnam, Circle K has over a decade of expertise catering to the needs of the 96 million residents of this huge country, operating a network of over four hundred convenience stores each open 24 hours a day! So launching an outstanding customer retention program was […]

Blog post

Stinker Stores Named Best New Loyalty Program in the U.S.

        2021 Best New Loyalty Program  Stinker Stores’ new loyalty program offers multiple redemptions with a single scan and stands out with a gamification feature to keep customers engaged. This article is originally published on CStoreDecisions and written by Erin Del Conte | October 28, 2021 Stinker Stores, with 103 convenience stores across Idaho, […]

Liquid Barcodes

Put a rocket under your loyalty program

With our loyalty platform, we help design and operate world-class, tailor-made subscription and reward programs that make sure your customers always come back.

Book a Demo →

We are trusted by global brands.

Convenience retailers all over the world have engaged and rewarded consumers with our tailor-made loyalty programs.

To our case studies →

Liquid Barcodes
Liquid Barcodes
Liquid Barcodes
Liquid Barcodes

Convenience retailers all over the world have engaged and rewarded consumers with our tailor-made loyalty programs.

To our case studies →

Liquid Barcodes
Liquid Barcodes
Liquid Barcodes
Liquid Barcodes