News

FriendShip drives loyalty, in-store visits with Paytronix digital CX platform

June 27, 2019

FriendShip has increased in-store visits by 5% and has seen gas purchases jump 18% it said, due to targeted pump-to-store marketing created by Paytronix as part of a new loyalty program that promotes the retail brand and creates connections with guests.

FriendShip has — according to a press release -- more than doubled the %age of loyalty transactions and sales and is gaining a deeper understanding of customers as well as stronger customer engagement.

FriendShip wanted to better understand and engage its customers through a more compelling loyalty program that included one-to-one marketing, better customer segmentation, and increased reporting, according to the release. Additionally, it was looking for a way to strengthen brand awareness and trust after its recent brand refresh.

It selected Paytronix to help launch a loyalty program that promoted its new brand and connections with its guests. Within a year, FriendShip reported more than 15% of transactions are from program members. One store, in particular, achieved 28.5% member transactions in less than three months after launch.

Additional positive CX aspects include:
•    More than 66 % of loyalty transactions have come from registered members, well exceeding the set goal of 50 %.
•    Overall loyalty penetration, the %age of total transactions attributed to members, exceeded 15 %.
•    28.5 % penetration in less than three months in a new FriendShip Kitchen concept location, with a 3.6 % conversion rate.

"At FriendShip Stores, we know exactly how the loyalty program is performing, thanks to real-time data from Paytronix. We are able to see unique guest habits and develop custom reports that provide us fast insights so that we can react quickly if we see something isn’t working,"said Kevin Campbell, director of marketing at FriendShip, in the release. "Additionally, Paytronix simply works — it's always on and works flawlessly within our technical ecosystem. We can now fully engage with our customers, which is critical in making our loyalty program a success."