«In an uncertain market, we felt that an inclusive and technologically advanced customer loyalty program will help to protect the company from imponderable factors, and will be an essential tool for our salespeople in the shops so they can serve more fully our customers.
Accessorize is a very popular brand that has experienced great acceptance by the Greek and Cypriot audience for about 15 years. Our customers have become accustomed to the continuous renewal of our products, and our stores, and a loyalty program dedicated to them, was expected for a long time. The truth is that this need have been recognized over many years, but what we were looking for a partner that could provide technologically advanced solutions, rather than a simple reward system. For all the things there is a right timing, and we believe that even delayed, we managed, in cooperation with QIVOS (former CLOUDBIZ), to create an easy-to- use and attractive loyalty program. Moreover, especially in recent years, retail companies are not just competing to maintain their market position with similar companies, but also with companies from different retail sectors. Competitiveness has been widened, and to continue to exist in the market in such demanding times, we must be constantly redefined, and evolved.
Through our partnership with QIVOS (former CLOUDBIZ), we have more visibility to the multiple factors that have impact on our sales, and we believe that the entire organization, has acquired a new, more detailed consciousness around sales, which is the purpose of our work. Our approach to everything we do is the entire organization to encompass commitment, starting from the administration. As a result, such an important and large project in order to have long-term success requires time and energy of the people involved in its design. At the same time, it is a program which benefits will be seen in long terms, so it is not possible to expect excitement from the first year. In conclusion, our cooperation with QIVOS (former CLOUDBIZ) needs time, structured and frequent communication in both technical and marketing level to perceive visible results. We believe that QIVOS (former CLOUDBIZ) is a company specializing in this service offering authentic interest for the final product.”
Mari Chytiroglou, on behalf of Accessorize
Accessorize holds an outstanding position in the fashion industry over the last 30 years, offering a range of modern, inspired and multicultural fashion accessories. The brand that is identified with the one-stop shop has today 1087 stores in 73 markets around the world.
In 2000, Accessorize opened its first store in Greece, in Kifissia and now operates 30 stores in Greece and Cyprus.
What Accessorize needed
Accessorize needed to reward the existing customers for their love, trust and constant preference of Accessorize products and attract new ones, who will enhance the growth of the business. Accessorize was looking for an easy to use and attractive loyalty program that will not only satisfy the needs of customers, but also would measure their response and sales results.
What we offered
To meet the above needs, we used our loyalty strategy solution that defines the loyalty program and describes with clarity and detail its specifications, requirements and processes. Finally, it checks and ensures its profitability for the organization.
With loyalty strategy, we followed 4 steps to help Accessorize identify the loyalty opportunities and provide guidance and recommendations for an on-brand approach to incorporate loyalty marketing into their overall business model.
The implementation of the customer loyalty program ‘Points of Happiness‘, intends to create a genuine sense of reward to the client, a regular communication between Accessorize and its members and the segmentation and utilization of clientele.
QIVOS (former CLOUDBIZ) implemented the above scheme based on our QIVOS CLOUD platform. Our tailor-made multilingual platform is the right technology solution to cover every aspect of customer loyalty management. QIVOS CLOUD integrated to current POS systems to assure a seamless customer experience. A connection with 30+ POS interfaces was established, offering the option of registration through SMS for Accessorize’s customers and creating a micro-site with full support. In just one year of ‘Points of Happiness’, Accessorize reached 100,000 registered members.
QIVOS (former CLOUDBIZ) undertook the full management of this project, which includes:
- Owned the loyalty strategy; thus, defined the loyalty program and described with clarity and detail its specifications, requirements and processes;
- Implemented the technical solution with our QIVOS CLOUD platform that guaranteed from member registration and reward / redemption to customer engagement processes, error free data handling, seamless operation, adaptability to complex demands and customizable actionable reporting tools for instant market feedback;
- Used a dedicated multilingual operations team to expand customer operations ensuring data quality, service performance and sending numerous SMS and email marketing campaigns;
- Delivered a full campaigned management service leveraging insights to unlock customers’ behavior and engagement to the brand;
- Turned loyalty experience to mobile micro-moments creating personalized communication with each single member.