Case Study
Vinamilk's Game-Changing Loyalty Strategy
How Vinamilk Gained 315K+ Members and 30M+ Engagements with Seamless Loyalty Rewards
0
K
+
members enrolled in one year
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M
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customer engagements
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B
+
points rewarded and redeemed
Vinamilk revolutionized its customer loyalty program by integrating both online and in-store rewards, offering customers flexibility with op tions like vouchers and exclusive gifts. This seamless approach created a more personalized and engaging experience, encouraging customers to earn and redeem points across all channels. Read on to discover how this innovative strategy boosted customer loyalty, increased engagement, and drove long-term growth for the brand.
About Vinamilk
Vinamilk, established in 1976, is Vietnam’s leading dairy company and a trusted name in health and nutrition. With a commitment to innovation, quality, and sustainability, Vinamilk offers a wide range of high-quality dairy products, including milk, yogurt, and cheese. Exported to over 50 countries, Vinamilk continues to enrich lives by providing nutritious solutions and promoting healthy lifestyles globally.
Problems
Vinamilk faced challenges in retaining and engaging customers by focusing solely on in-store loyalty programs, without promoting them to an online program. Additionally, the current in-store loyalty program lacks excitement, just offering only points for purchases. Therefore, Vinamilk wanted an integrated solution that combines both in-store and online loyalty programs with more points redemption programs.
As a result, these two main priorities were brought to Joy:
- Integrating customer information and the loyalty program at both POS and online
- Create multiple point redemption options to give customers more choices
Effective Solutions for Real Results
1. Integrating online and in-store loyalty programs
Create a seamless customer experience across both online and offline platforms by using APIs and Webhooks. Our team worked closely with Vinamilk to synchronize customer data and transactions, enabling real-time updates of status, point earnings and redemptions, discounts, and more. This approach helps Vinamilk optimize the management of its loyalty program, creating a tightly connected ecosystem between POS and the online store.
Besides, integrating online and offline allows Vinamilk to reach a wider audience and optimize the shopping experience for customers. Customers can easily earn and redeem points whether shopping in-store or online, providing convenience and flexibility.
As a result of implementing the loyalty program across both online and POS platforms, Vinamilk saw over 315K new members join the program.
2. Rewarding members for what they love
To encourage users to earn and redeem points, Vinamilk has provided two options for customers to exchange their points: redeeming points for vouchers or exchanging points for gifts. These options give customers the flexibility to choose how they want to use their accumulated points.
Instead of letting customers use points directly on their orders, Vinamilk adopted a unique approach to encourage more point earning and frequent purchases. This strategy not only motivates customers to accumulate points but also drives them to return for more purchases. The key in this strategy is to understand your target audience’s behavior and interests in order to set up suitable redemption options that resonate with them.
As a result, the integration of in-store and online loyalty programs, along with flexible point redemption options successfully increased 30M+ engagement and 2B+ points rewarded and redeemed for Vinamilk. Improving customer engagement, retention and customer lifetime value.
Final thought
The collaboration between Vinamilk and our team has greatly improved customer engagement and retention. By integrating both online and in-store loyalty programs, Vinamilk created a seamless and flexible experience for its customers. Offering multiple point redemption options provided customers with more choices and a personalized way to use their rewards, leading to higher purchase frequencies and increased revenue.
This integrated approach helped Vinamilk strengthen customer relationships and foster long-term loyalty, driving improved satisfaction and continued growth. The combination of convenience, choice, and personalized rewards has positioned Vinamilk for ongoing success in a competitive market.