Transforming Customer Loyalty: A Behind-the-Scenes Look at How We Work with Our Partners

At LoyaltyLion, we pride ourselves on partnering with industry leaders to enhance customer loyalty experiences across various sectors. One such partner is Roswell NYC, a premier marketing agency based in New York. 

Roswell NYC are the experts when it comes to guiding their clients through the complex landscape of retention marketing, from crafting engaging email campaigns to managing effective loyalty programs. And, as a full-service agency, they – as their motto suggests – are in the business of building businesses.  Rather than being a direct client, Roswell is a key partner who introduces their own clients to our solutions, working collaboratively with us to drive outstanding results.

Through this partnership, Roswell NYC leverages our platform to provide their merchants with innovative loyalty solutions that enhance customer engagement and foster long-term loyalty. By combining Roswell’s expertise in client relations and strategic marketing with LoyaltyLion’s advanced technology, we create tailored loyalty programs that stand out in today’s competitive market.

We recently caught up with Ryan Ellul, their Associate Director of Retention Marketing, to find out more about the process of working with us.

Crafting unique loyalty experiences

Every client at Roswell NYC has a unique story, and each loyalty program they develop reflects that individuality. One standout example is Fright Rags, a horror-themed apparel retailer that became the canvas for a creatively immersive loyalty program.

With a tiered loyalty program that includes a members-only access page called “The Graveyard”, they came up with a range of unique, branded ideas to offer exclusive, previously popular designs no longer available on the site. From coffins and tombstones to macabre designs, the program was tailored to match Fright Rags’ brand perfectly. “It was really fun developing the concept for this one,” Ryan recalls. 

The result? A loyalty experience that was not just rewarding, but also deeply engaging for fans of the brand.

The journey of building a loyalty program

Working with brands on loyalty programs is a process tailored to their specific needs and goals. Sometimes merchants come to Roswell with a clear vision, while other times, it’s about exploring options from scratch. Ryan explains the approach: “We start by understanding the client’s goals, then match them with a suitable provider like LoyaltyLion.”

For existing merchants, the focus might be on enhancing their current loyalty strategies. Key considerations include whether the brand sells products that are purchased multiple times a year (think apparel, food & beverage, cosmetics) and the size and budget of the brand. The goal is to ensure that investments in loyalty are well-structured and poised for long-term success.

Why LoyaltyLion?

When recommending LoyaltyLion to brands, Ryan highlights its flexibility and integration capabilities. “LoyaltyLion allows us to create a program that’s not only fun but also seamlessly integrates with our clients’ tech stacks”, he explains. This means that whether it’s building out email campaigns, SMS messaging, or designing exclusive member perks, LoyaltyLion’s platform can accommodate a wide range of needs and preferences.

A seamless partnership

The decision-making process for integrating LoyaltyLion is collaborative and inclusive. Once a client expresses interest, Roswell NYC introduces them to LoyaltyLion’s partner manager, who then coordinates with the most appropriate sales manager. Ryan and his team stay involved throughout the process, creating a cohesive effort in building and implementing the loyalty program.

The onboarding process is also designed to be as smooth and efficient as possible. While the timeline can vary based on the program’s complexity, Roswell NYC aims for a 3-6 week onboarding period. This includes strategy development, design, implementation, and promotion of the program. The goal is to hit the ground running with a loyalty program that’s not only well-executed, but also aligns perfectly with the client’s brand.

Essential features for success

For most brands, starting with a points and referral program is a great way to drive repeat purchases and attract new customers. “A points program incentivizes repeat purchases, while a referral program helps expand the customer base,” Ryan explains. Even a modest reward, like a $5-10 coupon, can significantly impact customer loyalty.

For those looking to take their loyalty program to the next level, Ryan suggests adding a VIP program. This can offer exclusive perks and create a more personalized experience for top customers, enhancing their engagement with the brand.

Results and impact

So, what does success look like? According to Ryan, brands see a range of positive outcomes from their loyalty programs. Key metrics include increased customer lifetime value and repeat purchase rates – something that they’ve seen huge improvements with across all the brands that work with LoyaltyLion. A well-executed loyalty program helps to introduce a deeper connection between the customer and the brand, making customers more likely to stay engaged and loyal.

A partnership built on trust and innovation

Reflecting on the collaboration with LoyaltyLion, Ryan emphasizes the value of their partnership. “When we think of our best partners, LoyaltyLion is definitely up there. They empower us to sell the solution confidently and are always quick to support us when needed.”

The synergy between Roswell NYC and LoyaltyLion is evident in their shared commitment to creating impactful loyalty programs. The seamless integration and mutual support ensure that merchants receive a comprehensive and effective solution tailored to their needs.

In the ever-evolving landscape of marketing and customer retention, partnering with the right tech company can make all the difference. For agencies looking to elevate their loyalty offerings, Roswell NYC’ experience with LoyaltyLion demonstrates the benefits of such a partnership – transforming customer interactions into lasting relationships.

If you’re looking to create memorable loyalty programs that resonate with customers and drive results, we can help you achieve your goals. If you’d like to find out more about working with LoyaltyLion, or want to hear about our partnership opportunities, get in touch with our team today.