Underperforming programs are expensive and when heavily focused on discounts, can be harmful to your brand.
The first step in evaluating a transition is understanding the current performance and what might be gained from a change. Your loyalty program may be underperforming if any of these are true.
You have not gained at least a 20% participation rate after year one
You are regularly discounting and sending out expensive generic coupons to drive frequency
You have higher volume through third-party digital orders than first-party orders
Your mobile app has fewer than 4.8 stars or you haven’t updated it in months
You haven’t A/B tested your loyalty communications (ie welcome emails and rewards reminders)
Active members make up only a fraction of your total member database
If you are currently using a legacy loyalty provider and you have an underperforming program, Thanx is an alternative, focused on delivering where others have failed. We focus on what actually matters: driving customer lifetime value – through digital experiences designed for data capture, marketing tools purpose-built for ease of use, and flexible loyalty program options that don’t rely on discounts.
The transition from our previous app experience has been completely seamless for our customers. There was no new app to install and no new enrollment process for loyalty. The best part — our customers no longer have to pull out their phones to earn progress. Rewards progress is tracked automatically.
Once you have determined the need for a change, it’s essential to think through your goals and the operational and guest-facing impacts of a transition.
The Thanx implementation was one of the best and quickest I’ve seen. Knowing the Thanx support team was personally handling customer service made for a smooth transition. The entire onboarding process supported my biggest goal, which is having the bandwidth to do more data-driven marketing without spending all day on it.
