Glam’hour : A Revolution in Customer Loyalty with Mobile Wallets
Context
Glam’hour, an iconic brand in the cosmetics industry, is renowned for its commitment to innovation and excellence. With more than 1,000 stores across 50 countries, the company caters to a discerning clientele seeking high-quality products. In a competitive environment where consumer expectations evolve rapidly, Glam’hour identified an opportunity to reinvent its loyalty program to deliver a seamless and connected customer experience. The adoption of Apple Wallet and Google Wallet mobile solutions became a strategic priority.
The Challenge
Before implementing mobile wallets, Gla’hour faced several major challenges. Email campaigns, often lost among countless digital communications, struggled to capture attention. In-store visits were infrequent despite high product satisfaction. Physical loyalty cards, frequently forgotten or lost, slowed down checkout processes. Finally, generic promotional offers lacked relevance and impact.
The Solution
To address these challenges, Glam’hour introduced an innovative digital loyalty program based on mobile wallets. This program focused on three key pillars: accessibility, personalization, and engagement.
A Seamless and Intuitive Implementation
The integration of mobile wallets was designed to simplify access to the loyalty card. Customers were invited to download their cards through personalized emails, QR codes available in stores, and a dedicated online portal. These tools facilitated a smooth transition to digital, ensuring quick and effortless adoption.
An Enhanced Everyday Experience
Once integrated into the mobile wallet, the Glam’hour loyalty card offered advanced features. Points and offers were updated in real-time, providing customers with instant visibility into their benefits. Push notifications, tailored to shopping habits, informed customers about promotions, new arrivals, and point expiration dates. The use of a unique QR code streamlined checkout processes, making transactions simpler and faster.
Regular Engagement to Foster Loyalty
To maintain a consistent connection with its customers, Glam’hour deployed targeted campaigns throughout the year. These included special promotions for holidays and key occasions like Valentine’s Day, personalized gifts offered during special events, and invitations to exclusive gatherings that strengthened customers' sense of belonging to the brand.
The Results
Thanks to this digital loyalty program, Glam’hour observed significant results. Repeat purchases increased by 45%, with customers returning to stores more frequently to take advantage of their benefits. The in-store experience was optimized through card dematerialization, reducing checkout wait times. Finally, push notifications outperformed traditional emails in terms of open and conversion rates, boosting communication efficiency.
A Winning Experience for Everyone
For customers, the digital loyalty card provided unmatched convenience, always accessible via their smartphones, and a seamless, rapid in-store experience. For Glam’hour, this transformation reduced costs associated with physical materials, increased store visit frequency, and modernized its brand image to align with today’s consumer expectations.
A Vision for the Future
With the integration of mobile wallets, Glam’hour has laid the foundation for sustainable and connected customer loyalty. This program embodies the brand’s commitment to placing innovation at the core of its development while offering an experience that fully meets the needs of modern consumers. Glam’hour continues to affirm its position as a visionary leader in the cosmetics industry, consistently attuned to its customers' expectations.
