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And today's episode is going to be all about customer retention and loyalty

Dzisiaj mój gościem jest Marton Kosdi-Kovacs, fundator firmy Love Loyalty.

Marton Kosdi-Kovacs, Love Loyalty, Shopify.

Marton Kosdi-Kovacs, Love Loyalty, Shopify.

Where are the steps when they are interested in signing up for a loyalty program or for a membership program?

All brands should experiment around what kind of loyalty programs to use.

Ok, so that brings me to another question because I think this obvious question one might have is how do I know if this loyalty program is working for me?

But usually loyalty tools or like any kind of retention tools, they have an analytics page.

So checking what percentage comes from the returning customers and whether those returning customers are redeeming their points or signed up to the loyalty or membership program at all.

I was wondering if there is some, maybe you can share some stats on what is like this, you know, average return on investment on implementing loyalty program.

Ale myślę, że... Chciałbym porozmawiać o tym, jaki jest dobry metryk, w jaki sposób można ich utrzymać w programie Loyalty.

I think if you get your loyalty program right, this can be even doubled.

My point is that it's super important so that customers see the value of being signed up to the loyalty program at the first purchase as well.

So you can, based on the analytics, you can see which step of the customer journey is not working well when it comes to loyalty.

They can build up a loyalty program for you based on that and can suggest changes.

I think this brand that I don't want to name, but the one I said before, they were excited to have a loyalty program set up and they decided to set it up for themselves.

These are the sectors that are mainly using loyalty programs and the sectors that aren't or that we see not that many of

I for example, before we built Love Loyalty, we had product options app.

I wtedy zaczęliśmy Love Loyalty i możesz sobie wyobrazić, jak ciężko było nam dostać tych klientów używając naszej nowej aplikacji, ponieważ to było całkowicie inaczej.

Can you leverage your physical stores into building loyalty as well and do something about it?

So most brands who take this loyalty seriously, they offer the loyalty program in physical stores as well.

I can list like at least, I don't know, five loyalty programs that our customers use, like, you know, Yodpo or Loyalty Lion or GrowWave, Smile, etc.

And I am wondering what's the story behind your product and how did you come up to this idea that there is still a room for a loyalty app in a market that is already so crowded?

Yeah, I think we are a bit crazy for sure, but the reason why we started this loyalty app is that, as I mentioned, we previously built another app and we knew that we want to build something on a bigger market, so we...

I we checked the results with the brands who were pretty close to us, like how the loyalty programs work out for them.

And I believe, as I said, that the best way to get it right is to work together with the loyalty provider.

Współpracujemy z ideą Love Loyalty, a głównym rozwiązaniem jest to, że dodajemy lojalne postawienia przez całą drogę klienta.

Account page, loyalty page.

So we have many touch points on the store front where the customers can understand the value of and the meaning of the whole loyalty program.

Most of the loyalty apps are doing it wrong and I believe that's my assumption that they are just copying each other and they are not listening to customers.

I think that maybe ten years ago, when the first loyalty apps came out, they just started that.

Funkcjonalności czy funkcjonalności, które powinniśmy szukać w aplikacji Loyalty.

Myślę, że to, co zmieniło tę kwestię, jest to, że wierzę, że chcę mieć program Loyalty zintegrowany z Klaviyo i innymi narzędziami w ekosystemie Shopify.

Unlike the others, we use metafields to store the loyalty data, which makes the app super fast, so it loads instantly on the storefront.

Experiment with or test every far-fetched loyalty idea or retention idea that you have.

Ok, Marton, jeśli ktoś chce dowiedzieć się więcej o Love Loyalty lub poznać Cię i porozmawiać o niej, jak oni mogą Cię poznać i dowiedzieć się więcej o Europie?

Or just installing Love Loyalty.