CASE STUDY. Ren s Pets Depot. renspets.com. pet food & products

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1 CASE STUDY Ren s Pets Depot renspets.com pet food & products

2 The flexibility of Sweet Tooth software allows us to offer our rewards program online and instore. This enables our customer to view and earn points online even if they shop in-store. Our Sweet Tooth powered loyalty program has provided Ren s Pets Depot with a competitive advantage that is contributing to our continued growth. Erika Mueller DESIGN AND MARKETING LEAD CUSTOMER LIFETIME VALUE +3X LIST SIZE +10X REVIEWS IN 6 MONTHS SAME STORE SALES

3 Ren s Pets Depot Pet food & products retailer uses loyalty to increase sales. Ren s Pets Depot is a pet food & products retailer with both online and brick & mortar operations. Ren s Pets Depot has operated since 1975 with a focus on quality service, customer experience, and product selection. Ren s Pets Depot implemented an omnichannel loyalty program to further develop customer experience, and sales. After evaluating several technologies, Ren s Pets Depot found Sweet Tooth the best fit to offer a loyalty program both online and in-store. Sweet Tooth was integrated with Ren s Pets Depot s ecommerce system, Magento, as well as their point of sale & ERP system, Sage Business Vision. The loyalty program was launched in Q4 of 2012, and almost immediately demonstrated measurable improvements. The result is a unified, seamless, multi-channel experience that keeps customers as loyal as the animals they love!

4 Results CUSTOMER LIFETIME VALUE +3X LIST SIZE +10X REVIEWS IN 6 MONTHS SAME STORE SALES Customer lifetime value is a key metric that Ren s Pets Depot uses to evaluate organizational health. In the year following their loyalty program launch, Ren s Pets Depot saw lifetime value per customer increase by 40%! Only four months after launching Sweet Tooth, Ren s Pets Depot was able to triple their number of newsletter subscribers. Ren s Pets Depot continues to benefit from an improved sign up rate beyond the launch of their program. On-site product reviews increased 10 times in only 6 months after launching Sweet Tooth! This improves not only product confidence and conversion rate, but also search engine rankings. Ren s Pets Depot uses targeted s to loyalty members to engage repeat purchasers. These targeted s assist year-on-year increases of online revenue by 40%, and instore revenue by 30%.

5 Loyalty Program Features The brand s demographic, pet owners, are very suitable for a loyalty program. A retained customer will often make regular purchases for as long as over a decade! Since these customers exhibit high customer lifetime value, a retention program can be extremely profitable. To ensure a high program adoption rate, Ren s Pets Depot educates existing and new customers about the program s benefits, value, and how to participate. Well designed s, webpages, and a My Rewards section help drive a 75% sign up rate. Ren s Pets Depot rewards customers for making purchases, submitting reviews, and for interacting with the brand via social media. Customers can spend their rewards points on a discount during the check out process. Rewarding customers with loyalty points for purchases and actions increased Ren s Pets Depot s customer lifetime value by 40%.

6 Since Ren s Pets Depot believes in a great customer experience - on every channel - in-store components of the loyalty program were also developed. An integration with their point of sale system, Business Vision, was performed to reward customers for in-store purchases. An in-store loyalty interface was also created so cashiers and customers can query point balances, loyalty discounts, and previous rewards activity. The result is a truly engaging omnichannel experience for customers.

7 Want to see more Sweet Tooth loyalty programs?