Refan : a reinvented loyalty program with mobile wallets ✌🏻

A meeting of expertise and innovation

When an iconic brand like Refan partners with Soy Club, it’s the perfect blend of tradition and modernity. Driven by the desire to offer an exceptional customer experience, Refan found in Soy Club a partner capable of digitizing and energizing its loyalty program while preserving its identity. This collaboration was born from a simple observation: consumer expectations are evolving and require innovative solutions. Together, Refan and Soy Club have built a loyalty program that meets the demands of an increasingly connected customer base.

Market context

The cosmetics and fragrance market is undergoing a major transformation, with a growing demand for natural and eco-friendly products. Consumers now prioritize brands that offer transparency regarding product composition and provide an engaging customer experience. The digitization of loyalty programs has become a strategic necessity to stand out and strengthen customer relationships.

Refan: an exceptional brand seeking modern loyalty solutions

Refan, a renowned Bulgarian cosmetics and perfume brand, is known for its artisanal expertise and the quality of its natural products. With an international presence, Refan aimed to modernize its customer relationships and foster loyalty beyond the act of purchase. The objective: to offer a smooth and engaging customer experience while strengthening brand attachment.

Refan’s challenges

• A minimally digitized customer journey: Despite strong brand awareness, Refan’s loyalty program relied on traditional methods (paper cards, occasional promotions), limiting customer engagement.
• Lack of personalization: The absence of precise tracking tools made it difficult to understand customer purchasing habits and tailor offers accordingly.
• A need for differentiation: In a competitive market, Refan sought to stand out with an innovative and interactive approach.

How soy club transformed Refan’s loyalty experience

1. A Seamless transition to digital

With Soy Club’s loyalty solution, Refan implemented a 100% digital program. Through an intuitive app, customers can now scan their loyalty card directly from their smartphone, eliminating the need for a physical card. The result? Instant access to benefits and a frictionless customer journey.

2. A tailor-made and engaging program

Refan adopted a dynamic points-based system, rewarding not only purchases but also customer engagement (online reviews, referrals, event participation). This approach encouraged an active and continuous relationship with the brand.

3. Targeted and relevant communication

With data collected through the app, Refan refined its marketing strategy and offered personalized promotions based on customer preferences and purchasing behavior. More relevant promotional campaigns were launched, significantly increasing in-store return rates.

4. Meaningful loyalty

By incorporating an eco-responsible dimension into its loyalty program, Refan aligned with Soy Club’s values. For example, customers can receive benefits by making sustainable purchase choices.

Soy Club’s innovation

Soy Club goes beyond a traditional loyalty program. Its approach is based on three key pillars:

• An omnichannel platform for seamless management and real-time tracking.
• Evolving and personalized rewards tailored to customer preferences.
• An ethical and sustainable approach that helps brands reinforce their societal commitments.

Refan’s testimonial

The results: boosted loyalty and an engaged community

📈 +30% increase in loyalty program usage after 6 months
🛍️ +25% rise in average basket value among program members
💬 +40% increase in customer interactions on social media through targeted campaigns

With Soy Club, Refan successfully modernized its loyalty program while staying true to its brand DNA. A smooth, engaging experience tailored to today’s consumer expectations.

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Revolutionize your loyalty program with Soy Club!

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