How leading retail brands are using technology to increase customer loyalty
Retail brands face significant obstacles, particularly due to difficulties in understanding customer behavior across the buying journey.
Here are the top challenges we hear about from retail companies…
Understanding customer behavior across channels
With customers shopping across multiple channels - supermarkets, convenience stores, online, and in-store - gathering a holistic view of their purchasing behavior has become more difficult.
Brands must track purchases across these diverse touchpoints while ensuring the data they collect is actionable.
Data Fragmentation
There’s often a broken connection between online and offline experiences. Customers leave footprints every time they interact with a marketing campaign, or make a purchase in-store.
They may not share all of their data at once, but over time, and across different channels.
Retailers need to be able to gradually build up the full customer picture.
Lack of Personalization & Engagement
Customers expect more personalized, and relevant interactions. However, without access to clear, actionable customer data, many retailers fail to deliver tailored experiences, leading to lower engagement, reduced purchase frequency, and ultimately, less loyal customers.
How Technology Overcomes These Challenges: Retail Case Studies & Loyalty Solutions
Case Study: Dubai Holding
The Challenge:
Dubai Holding wanted to create a first-of-its-kind rewards program to offer members instant rewards for shopping at virtually any destination across the UAE.
The aim was to increase spending and footfall in retail stores and build a loyal customer base with active participants. They also wanted to ensure users had a frictionless, digital-first customer experience.
The app needed to work with over 2,000 participating retail outlets and more than 300 brands.
The Solution:
We provided the front end and back end of the loyalty app Tickit. The program brings user-friendly card-linking technology with both Visa & Mastercard to the UAE for the first time.
Members effortlessly earn and redeem points by connecting a payment card to the app and then shopping as normal in over 2000 participating outlets across the UAE. Points are automatically earned without having to present the app or scan receipts. They can then be redeemed via a virtual card in the app.
The Results:
Tickit is the first program in the Middle East to debut an effortless redemption via a virtual payment card that users can add to their mobile wallet, providing a seamless omnichannel experience.
Within less than one year since its launch, Tickit has become the second-largest program in the UAE in terms of the number of participating outlets, providing value to customers via an ever-growing network of brand partners.
- Instant uptake with thousands of signups within the first month of launch
- Quickly grew to be the 2nd largest loyalty program in the Middle East
- >2,000 participating retail outlets
Tickit's success lies in the seamless customer experience.
This is made possible by a frictionless data capture, robust mobile loyalty app and the flexibility to build the exact solution required - thanks to White Label Loyalty's modular technology.
Modular technology eliminates the complexities and expenses of in-house development.
By integrating pre-built modules, Dubai Holding creates loyalty experiences that can be scaled and adapted to evolving customer and business needs.
Why Retailers Need Loyalty Technology Solutions
Are you a retailer struggling to build meaningful relationships with your customers? Here’s how White Label Loyalty can help you:
- Capture First-Party Data Across Channels
Our receipt scanning and POS integration technologies allow you to collect first-party data from various touchpoints - giving you a comprehensive view of customer behavior.
- Personalized Offers & Campaigns
Using this data, you can create personalized, targeted rewards and offers that drive customer engagement, repeat purchases, and loyalty.
- Real-Time Insights & Analytics
Our technology offers robust reporting and analytics, helping you track campaign performance, customer engagement, and ROI in real-time - ensuring actionable insights that lead to better business decisions.
In the FMCG / CPG industry?
Conclusion
Understanding your customers is more challenging - and more crucial - than ever. From bridging the gap between online and offline data to delivering personalized experiences that drive engagement and loyalty, technology is the key to overcoming these challenges.
Dubai Holding’s success with Tickit demonstrates how modular loyalty solutions can transform customer relationships, providing seamless experiences that drive measurable results. With tools like first-party data capture, real-time analytics, and personalized campaigns, retailers can not only meet customer expectations but exceed them - building stronger, more meaningful connections.
Ready to take your customer loyalty to the next level? Let’s create a solution tailored to your needs. Get in touch with one of our experts.
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Helen Walker
Senior Content Marketing Executive
Helen is our Senior Content Marketing Executive. She shares valuable information about the Future of Loyalty and will keep you up to date on the latest industry insights...