🖊️ Written by James Carter
Updated: 9 months ago
34%
Repeat Visits
3,100+
Customers Engaged
4
Branches
Chinook & Clover Home Goods is a fictional independent retailer used here as an example. It sells homeware, candles, stationery, prairie-inspired prints and gifts from Canadian makers, and runs four shops in Calgary's walkable neighbourhoods: Kensington, Inglewood, Mission and Marda Loop. Customers can also order online and pick up in store.
Each shop is stocked a little differently for its neighbourhood, but they share one brand, one gift-wrap style and many of the same loyal customers, who often shop at whichever store is closest that day.
The owner wants to turn December gift shoppers into customers who come back in spring and summer, and to reward people the same way whichever store they visit. She also wants to understand which store brings back the most regulars, so she can plan staffing and stock with more confidence.
Any loyalty program has to fit into checkout without adding steps for busy staff during the holiday rush.
In this scenario, the shops rely on a paper punch card and an occasional newsletter. Neither gives the owner much to work with:
A points card for every store and a stamp card for pickup orders
Chinook & Clover creates a StampEzee points card where shoppers earn points on every dollar spent and redeem them for in-store rewards. With a POS integration such as Lightspeed, points can be issued automatically when a sale is completed, so staff only need to check that the customer has joined. Shoppers join by scanning a QR code at the till and can keep the card in Apple Wallet or Google Wallet.
Online orders picked up in store get their own simple stamp card. A printed Ezee Code goes into every pickup bag; the customer enters it in the StampEzee app to collect a stamp, and the fifth stamp unlocks free gift wrapping on the next order. Staff do not need to scan anything during a busy pickup window.
In early November, a lapsed-customer campaign invites members who have not shopped since the previous holiday season to come back, with a bonus-points offer sent by email or push notification to those who have opted in. In July, when visitors fill the city for Stampede, a Scratch & Win campaign gives members a digital scratch card with a chance to win a small gift. For the rest of the year, a birthday campaign adds a personal touch.
The analytics dashboard shows members, visits, points redeemed and campaign results for each store. If Inglewood's regulars return more often on weekends while Mission draws steady weekday shoppers, the owner can adjust staffing and displays to match. In this example, the owner could see about 34% of members make a repeat visit and more than 3,100 shoppers join across the four stores in the first year.
Founder & Owner, Chinook & Clover Home Goods
Chinook & Clover Home Goods
"Our customers shop wherever is closest that day, so their rewards needed to follow them. One program across all four shops makes the holidays easier for our team and gives us a reason to stay in touch in the quiet months."
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