E-Commerce Community & Loyalty

We support our clients’ customer retention programs in ways big and small, but two of the heavyweights are community and loyalty programs. Between these, admittedly, there isn't a lot of overlap—except for intent. Both work (and work together!) to keep customers firmly in the fold.

We've supported clients in developing content-first communities and, for lack of a better term, chat-forward ones. In both cases, we've seen that while a relatively small percentage of total customers become dedicated community members, those who do end up as loud and proud brand advocates. Community programs thrive if tended—they're the gardens of e-commerce.

Loyalty, by contrast, is almost wholly transactional—points for spend, points for birthdays, points for shares... you get the point. But it's also a low-effort, high-leverage tool to increase repeat purchase rates among your customers—primarily costing margin points instead of time.

Used together, they're nearly unstoppable—a term that some clients have also used to describe our efforts to support their customer retention programs. Heyoooo!

In all seriousness, from good old-fashioned Facebook groups to more modern applications like Circle and Vanilla—and through the e-commerce gold-standard loyalty programs of Smile and LoyaltyLion—we are able to support, advise, strategize, and ultimately execute to bolster customer retention through loyalty and community programs. Which, if you're on this page, might just be the thing you're looking for.