Customer Loyalty

THE CHALLENGE:
To encourage independent plumbers to increase their overall spend and loyalty to one of the UK's largest builders' merchant retailers.

THE SOLUTION:
An effective customer reward programme to drive loyalty and increase spend.

A management tool for head office communication with branch managers and staff.

A communications plan which highlighted key targets and aspirational rewards throughout the year.

Regular feedback and performance updates to branch managers.

Promote competition between branches/areas.

THE THA EFFECT
Sales per basket were on average 3X higher for customers signed up to the rewards programme.

Overall, the programme delivers significant increases in overall revenues from these customers.