Vegalsa – Loyalty plan
The challenge
Increase the average ticket using the company’s Loyalty Plan, both physically, with the Member and Gold Member cards, and digitally.
How we did it
This and other growth processes were carried out when all the people in the company already had a high degree of expertise in generating change at the point of contact with the customer.
As on other occasions, we first proceeded to prototype until we had a successful model and scaled it. In this way we managed to increase the number of each of the various types of members of the Loyalty Plan.
Later, we extended this model to the entire company digitally. Within days, all stores were already applying it. Once the team is trained, the speed of implementation of this type of process is extraordinary.
Key learnings and admirable behaviors were identified. Conversations then turned to how to do it even better. Finally, each person freely decided what they wanted to put into practice until the following week.
The impact
In the first three weeks of the campaign in each store, recruitment for Loyalty Plan members multiplied by 10, resulting in an increase in the average ticket between 5% and 15%.
The mobile application reached 338,172 users in 2023, 22% more than in 2022. In 2023, the number of users of the Club Oro card increased by 20%.
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