“Rewards by Harvey Nichols is uniquely different to competitors’ loyalty schemes, firstly because it’s an app, which we believe is the future of communication with our customers – instant, personalized and modern – and secondly it offers brilliant and indulgent experiences, which will help our customers be fearlessly stylish.” – Shadi Halliwell, Marketing and Creative Director at Harvey Nichols
Challenge
- Leverage mobile to improve customer loyalty
- Better understand shopper behavior
- Target and personalized rewards with App
Digital Transformation
- Customers received personalized offers via push
- Notifications about Points and tier update
- Captured real time data to understand individual customer
Business Outcomes
- 4 times higher conversion rate
- An offer is redeemed every 12 seconds
- Double digit increase in customer retention
When Harvey Nichols’ email provider, wanted to expand their offering to include Push and other mobile solutions, they turned to QWASI.
Their goal was to add new channels for brand-to-customer communication, understand customer preferences and behaviors.
QWASI and the ESP created a joint solution allowing Harvey Nichols to understand app loyalty customers across both push and email, sending timely and relevant offers and loyalty notifications around points and tier updates.
Brands that actively engage customers with a joint strategy between purchases, loyalty points, and available rewards see an average of 132% additional uptake.