Re-engage inactive loyalty program members with cross-channel campaigns
Turn your loyalty program into a relevant, cross-channel experience that rewards engagement, deepens customer relationships, and keeps your best shoppers coming back.
Challenge
Loyalty programs are a staple in retail and ecommerce, but many take a one-size-fits-all approach that falls short of meeting shoppers’ expectations. While cross-channel marketing automation keeps customer engagement running, what’s missing is the personal touch that makes rewards feel relevant and timely. Without recognizing individual behaviors or milestones, shoppers can lose interest, forget about their perks, and eventually disengage — diminishing the impact of a program built to drive loyalty and long-term revenue.
Goal
Drive engagement, spend, and tier advancement with cross-channel campaigns that target inactive loyalty program members.
KPIs to track:
- Guest retention rate
- Repeat purchase rate
- Reward redemption rate
- Loyalty program engagement
- Average order value by loyalty tier
- Time between purchases
Best practices for loyalty program campaigns
You don’t need to overhaul your loyalty program to increase customer engagement and spend. Start by analyzing behavioral data to understand why members disengage — look for patterns in purchase frequency, channel preferences, and offer responsiveness. By taking a personal approach to loyalty program campaigns, you can re-engage inactive members and motivate them to move to the next tier. Here are some ways to strengthen customer loyalty and drive repeat purchases:
Tailor messages by loyalty tier
Segment bronze, silver, and gold (or your own tier names) loyalty program members to deliver relevant messages and offers and incentivize them to progress to the next tier.
Celebrate milestones
Recognize key moments like anniversaries, first redemptions, or major purchase counts. A quick “Thanks for being with us for a year!” can deepen emotional connection and brand loyalty.
Reward more than just purchases
Acknowledge non-transactional behaviors, like referring a friend or writing a review, to show customers you value more than their wallets.
Promote member-only events
Send messages about exclusive experiences like private sales and in-store previews of new collections to create a sense of VIP treatment and community.
Send messages based on behavior
Leverage real-time actions, like a recent purchase or product view, to deliver messages that resonate, such as “Time to restock” reminders or tailored product recommendations.
Avoid over-messaging
Exclude members who recently made a purchase or redeemed a reward from reminder or promotional campaigns to avoid fatigue and reduce opt-outs.
Put it into practice
Some loyalty program members haven’t purchased in over six months, signaling disengagement and potential churn.
Segment members by loyalty tier (e.g., bronze, silver, gold) and purchase recency (e.g., haven’t made a purchase in six months). Then, run cross-channel campaigns with tailored promotions encouraging them to make a purchase. This rewards loyalty, drives return visits, and encourages tier progression with timely, relevant messages.
Build a loyalty program campaign for inactive members with Acoustic Connect
Identify disengaged loyalty program members
Use behavior-based segmentation to group customers by loyalty tier and order frequency or total spend in the past six months. These dynamic segments will update automatically, so you can leverage the same segment in the future or schedule a recurring campaign with these rules.
Build consistent loyalty experiences across channels
Create one message and reuse it across email, SMS, WhatsApp, and mobile push. You can also select all channels and let the system automatically prioritize delivery based on each member’s consent and channel preferences. Use generative AI to create compelling subject lines and copy that promote a special offer to win them back. Insert dynamic content such as tier level, location-based offers, or personalized product recommendations into your messages, so members feel like the email was made just for them.
Trigger messages using real-time customer behavior
Set up rules to automatically send personalized follow-ups when a member reaches a new tier, redeems a reward, or hasn’t purchased in six months. Real-time triggers based on behavior tracking ensure you reach shoppers at the right stage in their journey whether they’re new members or top-tier VIPs.
Track and optimize loyalty program performance
Use built-in customer loyalty analytics to monitor engagement, reward redemptions, and drop-off points. Test messaging, timing, and incentives to learn what drives repeat purchases and adjust your strategy to get more from your program over time.
Smarter engagement at every step
Stay relevant throughout the customer lifecycle with personalized, always-on journeys.