Coup de Poing
Let’s talk
YOUR SECTOR

Retail and e-commerce

A customer discovers your brand online, buys in-store, and then returns to your app. Your programme must recognize this entire relationship. Points, statuses, or a club: let's build a clear promise, accessible benefits, and engagement that complements your customers' purchasing moments.

Discuss your projectExplore
A smiling customer and shopkeeper chat at a shop counter. Illustrative image.Make people want to come back.

Give customers a reason to return at each stage

  • Welcome new members with a short onboarding process and explain how to obtain and use their first benefit.
  • Link points, statuses, or services to chosen behaviours: purchase, visit frequency, or product range discovery.
  • Organize key moments with the store and e-commerce teams to ensure the promise remains clear across all channels.

A customer account that tracks the journey

The framework starts with the tools used: point of sale, online store, CRM, and customer portal. We specify the available data, the matching rules, and the handling of returns or cancellations. A purchase must be identifiable, a balance explained, and a question directed to the correct contact person.

Key metrics for managing the programme

  • Activation after registration and effective access to the first benefit.
  • Frequency and average basket size observed per cohort, with a defined comparison period.
  • Use of benefits, cost of rewards, and impact of sales events.
  • Requests for assistance and difficulties encountered between in-store and online shopping experiences.
Our achievements

Client case studies in your sector.

Yves Rocher energizes its national store network with a dedicated app and key sales events.

Haier, Rosières, and Candy reward appliance purchases by kitchen designers with a showroom contract.

FAQ

Your questions. Clear answers.

How to design a loyalty programme common to both physical stores and the e-commerce site?

The programme must recognize customer interactions with consistent rules across different channels. We examine data from point-of-sale systems, the website, and the CRM to define account and purchase reconciliation. Both store and e-commerce teams participate in defining the framework to ensure a consistent customer journey.

How are returns handled in a retail loyalty programme?

The handling of returns and cancellations is defined concurrently with the rules for earning and using points. The programme must specify when a purchase is validated and how a correction affects the customer's rights. Available workflows and customer service roles are reviewed to ensure the balance remains transparent.

What benefits can be offered to build customer loyalty in-store and online?

Points, statuses, or services can meet different expectations depending on purchase frequency and usage patterns. We work on an initial, accessible benefit, followed by advantages that provide a reason to continue the relationship. Their terms and conditions must be understandable at the time of purchase, regardless of the channel.

How do we measure the use of a retail and e-commerce loyalty programme?

Tracking can combine activation after registration, the first benefit used, purchase frequency, and average basket size. These indicators are compared by customer group and over a defined period, taking into account peak sales periods. Support requests also help identify gaps between the in-store and online customer journeys.

Keep exploring.

A smiling customer and shopkeeper chat at a shop counter. Illustrative image.Make people want to come back.
OUR SOLUTIONS

B2C loyalty programme

A relationship that makes people want to come back.

Explore
Two smiling friends share a service on an orange phone in a café. Illustrative image.Enthusiasm is contagious.
OUR SOLUTIONS

Customer referral programme

Trust is contagious.

Explore
A smiling professional uses her phone next to her computer in a bright space. Illustrative image.Your ideas take shape.
OUR SOLUTIONS

Loyalty platform

A platform at the service of your programme's mechanics.

Explore
YOUR NEXT PROGRAM STARTS HERE

Let’s grow your relationships.

An ambition, a challenge, an idea? Let's talk about the programme that will move your clients and teams forward.

Let’s discuss your project
My project