Onboarding Retail｜Automatic guest journeys

Digital customer journey is an excellent way to communicate effectively with your customers, automatically tailored to their shopping patterns and interests.

The overview below includes tips for various communications that collectively make up a digital customer journey.

5.1. Automated Campaigns

All campaigns can be delivered either via email or SMS.

Subject	Content	Purpose	Send time
Welcome as a member.	Promotion of Member Benefits. Information on how they can be earned and utilized.	Promote the program	At the time of recruitment.
Benefits of joining Program-name	Promotion of member benefits	Upselling	At the time of purchase
Our news	Inform the customer about news and their benefits	Enhance customer experience.	At the onset of a new season.
Here is your receipt	Send a copy of the receipt	Enhance customer experience.	After purchase
Remember your expiring bonus points!	Reminding the customer of their expiring bonus points	Upselling	Towards bonus point expiring date
Happy birthday!	Wish the member a happy birthday and offer a birthday gift.	Enhance customer experience.	Segmenting based on members' birthdays.
Are you also interested in product?	Suggest a complementary item or a product within the same category as a previous purchase.	Upselling	After purchase
You have earned points!	Information on how many points the customer has earned and how they can be redeemed.	To inform the customer about their progression in the program and encourage them to continue earning points.	After each time the customer earns points.
Here are your bonus points	Inform the customer about the bonus they received from the purchase.	Upselling	After purchase
Special offer for members only.	Information about special offers available only to members, and encouragement to take advantage of them.	Encouraging members to make use of their membership benefits and boost sales.	Periodically, for example, every month.
Thank you for your purchase.	Thank you for your purchase. Here's a message acknowledging your purchase and any points or bonuses you've earned.	To show the customer that their purchase is appreciated and encourage them to continue shopping with you.	After purchase
You are close to reaching your next level.	Inform that the customer is close to reaching a higher level in the program and what this entails in terms of benefits and rewards.	The purpose is to motivate the customer to continue participating in the program and to show that their engagement is valued.	When the customer is close to reaching a higher level in the program.
Congratulations on reaching the next level!	Inform that the customer has reached a higher level in the program and what this entails in terms of benefits and rewards.	To motivate the customer to continue participating in the program and to show that their engagement is appreciated.	When the customer reaches a higher level in the program.
Get more out of your membership	Tips and tricks on how the customer can make the most of their membership, such as earning more points or taking advantage of special offers.	To assist the customer in making the most of their membership and increasing their engagement in the program.	Periodically, for example, every month.
Your upcoming rewards.	Information about upcoming rewards or benefits that the customer can earn, and what they need to do to achieve them.	To motivate the customer to continue participating in the program and to show that their engagement is valued.	When the customer is close to reaching a reward or benefit.
Congratulations on reaching a milestone!	Information that the customer has achieved a significant milestone in the program, such as earning a certain number of points or being a member for a certain number of months.	The purpose is to show that their engagement is appreciated and to thank them for their loyalty.	When the customer achieves a milestone.
Get ready for a new campaign.	Information about an upcoming campaign or sale and how the customer can take advantage of it.	The purpose is to increase sales and encourage the customer to take advantage of the campaign.	Before a campaign or sale begins.
A gift for you.	Information about a gift or bonus that the customer has received as a reward for being a member for a certain number of months or achieving a certain level in the program.	The purpose is to show that their engagement is appreciated and to thank them for their loyalty.	When the customer has received a gift or bonus.
Your membership day.	Reminder of your membership day, and information about any special offers or benefits available on that day.	The purpose is to celebrate the customer and encourage them to take advantage of their membership benefits.	On the customer's membership day.
Congratulations on earning a gift card.	Information about a gift card the customer has earned and how it can be used.	The purpose is to show that their commitment is appreciated and to encourage them to use the gift card.	When the customer has earned a gift card.
Special offer for you.	Information about a special offer available exclusively for the customer, such as a discount or a free item.	The purpose is to encourage the customer to take advantage of the offer and to show that their engagement is appreciated.	When the customer has received a special offer.
Special offer on your favorite product.	Information about a special offer on a product you often purchase or have shown interest in, and how to take advantage of it.	The purpose is to increase sales and encourage the customer to take advantage of the offer.	When there is a special offer available on a product the customer often buys or has shown interest in.

5.2. Our recommendation

Time	Subject	Content
At the time of recruitment.	Welcome as member	Promotion of member benefits. Information on how they can be earned and utilized.
After purchase	Here is your receipt.	Sending the customer their receipt, including information about the purchase and any earned bonuses.
On birthdays	Happy birthday	Wishing the member a happy birthday and providing a gift card.
When bonus points are about to expire.	Remember your expiring bonus.	Inform the customer about the bonus they have earned and any bonus that is about to expire.

Recommendation: Take a little extra time to create the first newsletter (for example, "Welcome as a member"), then click "save as template" so that it appears every time you open the template builder. You can modify the template as many times as you want.

Tip: Loyco Customer Success can create a digital guest journey tailored to and on behalf of your business. The first step in such delivery is to choose the main theme for the digital customer journey. Check out the Customer Journey package below.

5.5 Templates for Standard Automated SMS for Retail.

To enhance customer experience and loyalty, we’ve developed standard SMS templates that remind shoppers of their membership benefits. These messages are crafted to highlight the advantages of being a member, encourage direct purchases, and ensure active engagement with their memberships. By reminding customers of their earned rewards and perks, we create a more personalized and valuable experience, leading to increased loyalty and repeat visits.

Campaign	Sending Time	Content
Bonus Notification	When bonus exceeds 100kr	Hi ! You have over 100kr in bonus. Don’t forget to use it on your next purchase. Visit us soon! Best regards, Hennes & Lauritz Member
Expiring Bonus Reminder	1 month before bonus expiration	Hi ! Remember, your bonus is expiring soon. Use it before it’s gone! Visit us today. Best regards, Hennes & Lauritz Member
Bonus Reminder After Purchase	1 week after purchase	Hi ! You’ve earned a bonus with your recent purchase. Don’t forget to use it on your next visit. See you soon! Best regards, Hennes & Lauritz Member
Encourage Return Visit	6 months after last purchase	Hi ! We miss you at Hennes & Lauritz. Come back and see what’s new. We have great offers waiting for you! Best regards, Hennes & Lauritz Member
Birthday Greeting	On the customer’s birthday	Hi ! Happy Birthday from all of us at Hennes & Lauritz! Enjoy a 100kr discount on your next purchase. Best regards, Hennes & Lauritz Member

Loyco Marketing Packages: If you don't have sufficient time or resources to implement our program recommendations, we are here to help you. The Customer Journey package offers a personalized and seamless experience for your customers by creating unique purchases based on their needs and your goals. It also includes a customized theme based on your loyalty program and website's visual profile, creating a cohesive and recognizable visual identity for your store.

Loyco program strategy｜Automatic guest journeys

5. Creation of the digital customer journey