Building the Digital Customer Journey
A well-structured digital customer journey allows you to engage effectively with customers by tailoring communications to their shopping behavior and interests. Below are tips, recommendations, and templates for creating automated campaigns that enhance customer experience and loyalty.
Automated Campaigns
Automated campaigns can be sent via email or SMS to maintain regular communication with customers.
| 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. |
Our recommendation
For a streamlined approach, we recommend starting with these key campaigns:
| 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. |
Use the Loyalty+ dashboard to design campaigns that make up the digital customer journey. For step-by-step instructions, refer to the Help Center.
Email Best Practice Tip
Save time by designing key emails as templates, such as “Welcome as a member.” Use the “Save as Template” feature in the template builder and adjust as needed for future campaigns.
Loyco Customer Success can assist with setting up a tailored digital customer journey for your business.
