Embarking on a new path, OLLY turned to Friendbuy for a platform that specializes in powering loyalty and referral programs, and a partner who embraces integrations with best-of-breed ecommerce technologies.
As Jennifer Peters engaged with Friendbuy, her excitement grew as she learned about the platform’s capabilities that could transform OLLY’s loyalty program.
“After meeting with the Friendbuy and Attentive teams, this is the first time I've ever been excited about loyalty."
Friendbuy's rich integrations with leading martech solutions presented new opportunities for OLLY to elevate their loyalty and referral programs. Specifically, Friendbuy’s seamless integration with Attentive enabled OLLY to set up triggered email and SMS journeys to customers after key loyalty and referral events.
Below are five examples of those journeys.
In order to increase awareness and adoption of their loyalty program, OLLY is sending weekly email and SMS messages to their subscribers that include their loyalty program balance, available rewards or earning opportunities.
The above image shows the journey in Attentive that OLLY has set up to reward customers after they make a purchase and encourage them to redeem those rewards through the loyalty program.
OLLY has also set up a journey to reward customers for joining their loyalty program. After joining, members receive a text that tells them their new point balance and encourages them to check out other ways to earn more points.
The OLLY team has also set up journeys to reward customers for referring their friends and family. The above is a journey that triggers an SMS to referred friends, sharing their coupon code and linking back to their site.
And when the referred friend purchases, this journey triggers an SMS to let the Advocate know they’ve earned a reward! It also shares their coupon code and links back to the site to shop.
Furthermore, in stark contrast to OLLY's previous support experience, Friendbuy and Attentive collaborated to ensure that OLLY was well-supported in implementing their new program enhancements. The Customer Success teams from both companies jointly advised OLLY on how to design and optimize their triggered communication journeys.
“We’re thrilled to work alongside OLLY and the Friendbuy team to identify, implement and continuously optimize journeys that will make sharing their referral and loyalty programs through SMS easier and more effective. The Attentive and Friendbuy integration was built to help brands like OLLY increase SMS subscriber acquisition, design personalized journeys, and drive more referrals.” - Carina Shahin, Senior Partner Manager, Integrations, Attentive
Transitioning to a new platform can be daunting, but Friendbuy's onboarding team turned it into a streamlined experience for OLLY. With a tight 30-day transition window due to the end of the contract with their previous provider, Friendbuy's team worked hand-in-hand with the OLLY team to ensure a smooth onboarding process.
Friendbuy was committed to more than just meeting the deadline. They took an intentional, strategic approach with a focus on quality. Friendbuy actively sought Jennifer’s insights on customer behaviors and OLLY’s business objectives.
With this valuable input, Friendbuy guided OLLY in configuring their loyalty earning actions and rewards, and designed the program’s member tiers to align with OLLY’s business goals. Friendbuy also created customer experiences that clearly communicated the benefits of program tiers to OLLY’s customers.
“It's just been one of the best onboarding experiences that I've had… Friendbuy’s team is making sure that we understand the downstream effects of the decisions that we're making as we set this program up."
OLLY took advantage of Friendbuy’s extensive referral program software capabilities to implement referral program best practices. Friendbuy has over 10 years of experience powering referral programs for leading brands. OLLY relied on this experience and the platform’s robust feature set to drive referral program participation.
Furthermore, the enhancements to OLLY’s loyalty program software through the integration with Attentive proved to be a perfect complement to their referral program. Personalized communications, such as tailored incentives to customers, not only strengthened customer engagement but also created a snowball effect for OLLY’s referral program.
“We had literally no way to personalize any communications, or to even indicate to a customer that they were on a loyalty journey. One of the things that was so cool about Friendbuy was seeing all the communications capabilities, and the best practices and learnings from other brands that are in the same space.”
With the challenges of their previous vendor behind them, OLLY is now poised for growth through their rejuvenated loyalty and referral programs powered by Friendbuy.
So far, they’ve seen that their top-tier loyalty program members have a 26% higher average order value compared to sitewide. Given that finding, they’re starting to explore incentivizing their members to move up in loyalty tiers through SMS.
In short, the capabilities of Friendbuy’s platform, coupled with a seamless integration with Attentive and the other tools in OLLY’s tech stack, have transformed OLLY's capacity to engage their customers, increase program participation and help their customers achieve happiness through physical and mental wellbeing.
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