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“We like that we can customize campaigns exactly how we want to”

Why did you start up a loyalty program?

We wanted to create a closer bond with our customers and at the same time offer our loyal customers some extra benefits. We had been thinking about it for a while, and in connection with the opening of the online store, we took the step in December 2020. We already had many loyal customers, and we wanted to give them extra benefits by becoming members of our loyalty program.

How did you hear about Diller?

We received a recommendation from Erik Wenås in Protekt IT, which is our dealer of cash register systems. We are extremely satisfied with the collaboration – and with the loyalty program. And not least, our customers are happy!

What do you consider to be the most important benefits of Diller?

We like that we can customize the campaigns exactly how we want to. Campaigns and activities are easy to manage. We have clients who shop a lot with us, and they will get extra good benefits based on their purchase levels.

In the past, before we had a loyalty program, we often made a difference between the customers, in that some got an extra item with big purchases while others got a discount. It was a bit random. Skien is a small place in Norway, and it is important that the program now is the same for everyone, i.e. that customers get the similar discounts and benefits, depending on their purchase levels. It’s become more fair for our loyal customers.

What kind of results have you had so far?

We can see that customers are very happy! We also feel that we have become their preferred store. This is a proof to us that the customer club has been a successful investment.

When customers shop in the store, we ask them if they want to become members and tell them that they get gift vouchers after a certain consumption, invitations to events and other benefits. Everyone signs up!

Have you got any examples of successful campaigns?

When we started the seasonal sale in January, we sent an SMS to the members that they were allowed to come one day before the sale started, and that they got an extra 10% discount on sale items. It was very well received, and we saw a noticeable effect on sales.

We’ll be much more active with the loyalty program after corona measures cease. We will not focus as much on discounts, but much more on creating experiences for members. We have had many events in the past, and now we will connect events with our loyalty program. We believe that customers greatly appreciate such benefits.

How important was it that Diller is integrated into the cash register?

It was extremely important to us, because all the systems became connected and the customers could get a better experience. The integration makes it easy for us to handle customers in a good way even when it is very busy in the store.

How do you recruit members to the customer club?

We recruit members when customer visits the store. We started recruiting members when the sale started in January. We told customers they got 50% off sales by joining the customer club. Everyone signed up!

After the sale was finished, we have continued to ask customers at checkout. We ask if they want to become members, and that they receive gift vouchers after a certain purchase level, that they will receive invitations to events and other benefits. Still no one says no.

Eventually we will also recruit members in our online store, but we haven’t come this far just yet. We will be much more active with the loyalty program going forward and look forward to inviting our members to fun activities and promotions.

Coco’s solution is delivered in close collaboration between Protekt IT , PCKasse and Diller.

Diller® – the loyalty platform that has everything you need. Easy, intuitive, affordable and profitable.

The Diller® loyalty platform helps small and medium-sized businesses increase their competitiveness by getting customers to shop more, and more often. This saves costs and increases the lifetime value.

Diller® is a smart solution for companies that do not have a large marketing budgets, but still want to increase sales. Marketing is expensive, and a loyalty program offers huge savings because you do not spend precious funds getting new customers into the store and webshop.

With a good loyalty program, you can convert single sales to repeat sales and get much better customer dialogue.

The Buster chain’s experience with a loyalty program

Why did you want to start a loyalty program?

The most important thing for us was to get our existing customers into a loyalty program, so that everyone who had used stamp cards on paper for years were registered into a good system. We never had any communication with the stamp card customers other than that they got a discount. We did not use the purchase data for anything, as it was not collected in any system.

What made you decide to get started?

We knew very well that we should gather the customers in one system, but it never happened. The problem is always that there is no time to spare. It was Ole Anders Tønsberg in AS Frankering, who is our provider of the cash register system, who told me about Diller and that we could get started quickly. Diller is integrated with PCKasse, with easy registration of members in-store.

We set a goal that we would get 5000 customers into the new loyalty program in 3 months. We actually ended up getting 8500 member registrations. It exceeded all expectations.

What kind of results have you had so far?

We see that it has given good results so far. One example is Black Friday in 2020. We previously had little effect of marketing Black Friday deals, as it seems that our industry is drowning in all the big players’ marketing for this day. We thought, however, that we should test it out, since we had a customer club in place. The week before Black Friday was a quiet week, so we sent out an SMS on the Thursday before Black Friday.

What we saw was surprising. One SMS led to very busy days in all our stores both Friday and Saturday, and the campaign towards members had a solid effect on the sales numbers.

The big advantage of a loyalty program is that it becomes easy to communicate with customers. We see endless possibilities with this in the future and look forward to using the platform even more.

The solution for Buster Hund og Katt is delivered in close collaboration between AS Frankering & amp; Copy service , PCKasse and Diller.

Diller® – the loyalty platform that has everything you need. Easy, intuitive, affordable and profitable.

The Diller® loyalty platform helps small and medium-sized businesses increase their competitiveness by getting customers to shop more, and more often. This saves costs and increases the lifetime value.

Diller® is a smart solution for companies that do not have a large marketing budgets, but still want to increase sales. Marketing is expensive, and a loyalty program offers huge savings because you do not spend precious funds getting new customers into the store and webshop.

With a good loyalty program, you can convert single sales to repeat sales and get much better customer dialogue.

“It was essential to us that Diller is fully integrated with the cash register”

 

Why did you want to start a loyalty program?

“We wanted to give good rewards to loyal customers. We think it was appropriate that they should benefit from being regular customers with us. It is a big part of our marketing. This is important for the customers to feel a sense of belonging. to us.”

For how long have you had a loyalty program?

“We had a simple customer program for a few years, but it had limited functionality. We switched to Diller in the autumn of 2020, because it has full integration with our checkout system. We had been looking for this for a long time and were happy when our checkout supplier Com2gether told us we could get a customer club that worked 100% with checkout. ”

How did you hear about Diller?

“I myself am a” system nerd “who likes new technology and good solutions, so I asked if there was any news at Com2gether. It was Stian Aaserud who recommended me to use Diller’s loyalty program. We are very happy with that advice!

The team at Com2gether is also a great help, both Christian and Kristine at Support, Stian at Sales and André at Technical – always good help to get. Diller Support is also quick and good, that’s incredibly important. ”

How does the integration with PCKasse work?

“It is very simple. When we get new members, we enter them with their mobile number. The customer must click on a link to accept the membership, because everything must be correct according to GDPR.”

There is a Diller button at checkout that makes it easy to search for customer data and view their benefits. The customer just provides their mobile number.

Do you have any examples of successful membership campaigns?

“We have seen that it is not just discounts that attract customers. For example, it works well when we send out SMS that new products have arrived from one of our brands. Then the traffic to the store increases, since members like to get early product information.”

The other day we sent a sales campaign SMS, and after 10 minutes the members started to enter the store! One of the customers said that “I left work as soon as I received the SMS”. That’s fun.

We also see that customer evenings in stores are popular among our members. The most important thing for creating good campaigns is that there are clear and concrete messages.

Customers should feel exclusive about being a member of our customer club. For example, if we have obtained 5 pieces of a product of which there are only 15 pieces in total, it is nice to be able to provide information about it to our members. ”

How do you communicate with members?

We see that SMS is by far the best channel, because everyone reads SMS and the recipients do not experience it as “hassle”. SMS is therefore the most important form of communication, but we also use e-mail if we are going to tell about new goods or want show pictures of products, ie more editorial information.

We are concerned about our communication being personal and catchy, because we have many loyal customers that we eventually know well. When we send text messages, it should give the feeling of talking to a friend, and we bake the offers, news or benefits into the text. ”

It is a good functionality in Diller that we can enter the name of the customer in our communication. It makes it more personal.

How often do you send SMS?

“As a rule, we send one once a month, and if there are anniversaries like Mother’s Day or Halloween, we might send an extra one that month.”

How do you recruit new members?

“We ask if customers want to become a member when they shop in the stores. We inform about what kind of bonus they can get and remind them that it pays to be a member.”

We have not done any marketing of the customer club beyond recruitment in store, but plan to have a campaign that we give 100 kroner in welcome bonus to new members on our Instagram channel.

“We have a bonus ladder that gives a 10% bonus when buying NOK 4,000, and then the bonus rises to 15% for NOK 8,000, a 20% discount on the entire purchase when you have shopped for NOK 12,000 and a 30% discount on any item when you arrive. to 16,000 kroner. ”

How important is segmentation of members?

“We believe that it is important. Today we segment, for example, who you shop for, whether the member lives in a house or apartment and whether they have a cabin. We believe that there is much more we can do to create adapted, good benefits for the customers. We will work more on that. ”

The solution for Lively Home is delivered in close collaboration between Com2gether , PCKasse and Diller.

Diller® – the loyalty platform that has everything you need. Easy, intuitive, affordable and profitable.

The Diller® loyalty platform helps small and medium-sized businesses increase their competitiveness by getting customers to shop more, and more often. This saves costs and increases the lifetime value.

Diller® is a smart solution for companies that do not have a large marketing budgets, but still want to increase sales. Marketing is expensive, and a loyalty program offers huge savings because you do not spend precious funds getting new customers into the store and webshop.

With a good loyalty program, you can convert single sales to repeat sales and get much better customer dialogue.

“A loyalty program is the absolute best way to increase sales numbers”

Why did you decide to have a loyalty program?

We started up with Diller during covid, just before the summer of 2020. We just had to be more innovative in the new circumstances. In addition to setting up an online store, I thought that a loyaltyprogram would be a great way to reach customers, since they couldn’t get to the store.

I am really happy that we created a loyalty program at that time. It has resulted in us reaching our customers in a much better way than before. We meet them directly by SMS, which means that they drop by the store when we have promotions.

During covid, customers would never have noticed our campaigns if they hadn’t seen them on their mobile. When the store was open again, the would come and shop, or they would could shop in our online store.

What is the main benefit of a loyalty program?

A loyalty program is by far the more economic way to reach out to customers, compared to other types of advertising ormarketing.

You can use Diller as much as you need without worrying about the costs. Every store can afford to use this solution!

How do you use SMS to communicate with members?

We have chosen to use SMS messages for campaigns only, such as extra offers to members, so that we don’t “bother” them too much. We make sure to tell customers that they will only receive 1.2 SMS’es per month, and that these will contain promotions and member benefits.

We don’t want to be like the major nationwide chains that “flood” their customers with information. There’s going to be a real benefit coming from us, and our customers have understood this – and like it.

We get very good feedback from customers saying that our loyalty program is the best there is. This makes us both proud and happy!

How did you hear about Diller?

It was via the Stadion retain chain system, and I think it was mentioned at a trade show, or perhaps it came from a newsletter. We received many recommendations to start up with a webstore and loyalty program. We are indeed pleased that we decided to begin using Diller.

How did you get started with Diller?

I primarily had an information meeting with Charlotte at Diller. The onboarding went very well, and only stated that I said that I had one prerequisite; namely that I would get help with messaging and promotions in Diller. Charlotte said “sure, we’ll take care of it!” and she’s helped me send out every time. The assistance and support from Diller has been fantastic.

If the store isn’t quite busy enough or the weather makes it suitable to send out a particular promotion to members, I can easily request help to create a new promotion – and it happens right away!

Advertising must be planned 2 weeks in advance, but at that time the campaign may be completely irrelevant. With Diller we can turn around and act in no time! We can put out a campaign overnight. This is absolutely invaluable to us.

Do you see results on sales and revenue?

I think it’s perfectly fine to give discounts to our members, because we get many more, loyal customers who come by the store more often. If the customer looks at full-priced products, they earn a bonus, so it pays off anyway for the members. It also, however, provides us with good sales figures and margins at the end of the day.

We give new members a welcome coupon of 15%. We see that we often sell expensive products this way, and our customers are very satisfied and return to the store, because they feel that they have received great service and benefits.

How important is it that Diller is integrated into the POS and in the webstore?

This is absolutely essential.

How do you recruit new members?

We recruit new members in our web store and have posters around the store, but 90% of our new members come from employees recruiting in the cash register. We explain about the bonus program and promotions, as well as assure them that they won’t receive too much information from us.

Customers realize that there are many good benefits to be had, and it’s easy for us to get new members.

What would you recommend to the other Stadium stores?

Especially for small stores, and the stores located away from city centres, a loyalty program will be a fantastic way to reach customers.

We all need to carefully consider every dollar we spend these days, and Diller is the absolute best method to get more in-store sales.

Customers see our loyalty program purely as providing them with benefits and advantages. They are truly happy with it!

What do you think of the collaboration with Diller?

I think it works perfectly! Support is always quick to help out, and that’s important. I am really pleased with you!

 

Diller® – the loyalty platform that has everything you need. Easy, intuitive, affordable and profitable.

The Diller® loyalty platform helps small and medium-sized businesses increase their competitiveness by getting customers to shop more, and more often. This saves costs and increases the lifetime value.

Diller® is a smart solution for companies that do not have a large marketing budgets, but still want to increase sales. Marketing is expensive, and a loyalty program offers huge savings because you do not spend precious funds getting new customers into the store and webshop.

With a good loyalty program, you can convert single sales to repeat sales and get much better customer dialogue.

“I would never buy a cash register system without an integrated loyalty program”

Why did you start a loyalty program?

I set up a program back in 2015, because I wanted to promote our loyal customers, those who chose to shop with us again and again. I wanted my customers to profit from being loyal and get something back as a thank you.

You switched over to Diller 6 months ago – why is that?

I switched the cash register system to Yabie, and Diller was a part of the POS. For me, it was essential to have a good loyalty program included in the POS, and that they were fully integrated with each other.

We had a transition with only Yabie before we started up with Diller. We were without a loyalty program for 6 months. We used excel and other things to keep track of members during that period, and it was incrediblydifficult and cumbersome. That half year of manual handling was terrible – I’ll never go back! It was anhuge difference not having a loyalty program. Our customers were disappointed because it didn’t work.

I was really pushing Yabie in the buying process, telling them that there had to be a loyalty program included in the POS. It was an absolute necessity. I would never buy a cash register system without an integrated loyalty program.

How was the Diller onboarding process?

It was really easy to set up the bonus program – everything was smooth and went very well. I had expected more problems and bugs at first, but everything went great.  I also got great help from Diller – excellent customer service!

The attitude from Support is always “no problem – we’ll fix this”. It’s fantastic, and I really feel like I’m getting the help I need.

What kind of results have you seen so far?

The biggest difference is from having a loyalty program to not having one. The half year of manual handling was terrible. What I like about our bonus program is that the customer’s bonus shows up as a kind of “lottery ticket”.

When we say they have a bonus to use, they’re so happy. It’s very, very positive. They say “I got a bonus from you again” and are so pleased.

In that sense, I don’t think that the bonus system is a direct reason for customers choosing us, but we are becoming much more “top of mind” to our customers, and become something positive to them. They chooseto  come to us instead of others, and I think the positivity pays off in this way.

Do you think Diller works well?

Yes, I think so. If there have been any problems, it is because we ourselves have done something wrong. It really works great. Very smooth!

Do you have examples of successful campaigns?

We mainly run a bonus program, and it works great. However, we did one SMS sendout – a campaign for everyone with a 300 kr unused bonus – and it was very well received. We should probably do this more, because we see that customers like it and we connect with them even when they are not in the store. We will also send out a market survey by SMS, where everyone who participates receives points as a thank you, or a gift when they shop.

What do you think of the collaboration with Diller?

Five stars! Support is there for me and it works superbly. Diller has first class customer service.

How do you recruit new members?

We do that at the checkout. We ask all customers if they would like to join. The majority accept, because they like our points-based system. All employees are good at recruiting new members, since it’s so easy. Just press a button and a text message will go out to new members for verification.

How did you train employees in using Diller at checkout?

We don’t have to teach them– everything is self-explanatory in the system. The only thing they need to learn is which of our store items are part of the bonus system. If you have a coupon card, for example, you don’t get a bonus.

How will you develop your loyalty program going forward?

We will have more SMS campaigns and probably also have more coupon cards, plus we’ll be sending out market research via SMS. We will basically be utilizing the system more in the future, because it is so easy to use.

Diller® – the loyalty platform that has everything you need. Easy, intuitive, affordable and profitable.

The Diller® loyalty platform helps small and medium-sized businesses increase their competitiveness by getting customers to shop more, and more often. This saves costs and increases the lifetime value.

Diller® is a smart solution for companies that do not have a large marketing budgets, but still want to increase sales. Marketing is expensive, and a loyalty program offers huge savings because you do not spend precious funds getting new customers into the store and webshop.

With a good loyalty program, you can convert single sales to repeat sales and get much better customer dialogue.