Leather Lab

LeatherLab, a premium footwear and accessories brand, sought to upgrade its loyalty program to offer a more streamlined and engaging experience for its customers. 

LeatherLab’s story began twenty years ago with a family-run shoe factory in Hong Kong. Focusing on creating classic and elegant footwear, LeatherLab found the perfect balance between comfort and fashion. LeatherLab’s footwear is now sold across Japan, Australia, Taiwan, Singapore, Korea, and Hong Kong.

Background

After 3 years of using a major traditional Shopify loyalty app that simply provides points earning for discount codes, the LeatherLab team found its customization options, speed, and overall flexibility lacking. To improve efficiency and customer satisfaction, they decided to migrate to OMNI Loyalty & Rewards.

Challenges

1. Limited Customization & Performance Issues: The old loyalty apps’ rigid structure and slow performance affected operational efficiency.
   
   
2. Complexity of Point-Based Systems: Customers often found the previous point-based system confusing, requiring staff to spend time explaining its mechanics.
   
   
3. Lack of Immediate Discounts: Customers had to accumulate points before redeeming rewards, reducing instant gratification and leading to a negative experience.
   
   
4. POS Integration for Omnichannel Loyalty: A seamless online and offline experience was needed to improve staff efficiency.
   
   
5. Review-Based Incentives: LeatherLab wanted a solution that allowed them to reward customers for product reviews more easily.
   
   

Solution: OMNI Loyalty & Rewards 

OMNI Loyalty & Rewards provided a robust and intuitive loyalty program that aligned with LeatherLab’s vision of a simplified and effective rewards system. The key solutions included:

1. Migration: A smooth transition to a more modern and innovative, yet sophisticated, loyalty program experience. Our team even carried over existing customer data.
   
   
2. Automatic Tier-Based Discounts: Instead of “just earning points”, customers now enjoy year-round automatic discounts based on membership tiers and spending levels, simplifying the loyalty experience.
   
   
3. LOOX Integration for Review-Based Rewards: Customers are rewarded with coupons when they submit product reviews, boosting engagement and feedback collection.
   
   
4. Seamless Shopify POS Integration: Retail staff can quickly scan QR codes to retrieve membership status, improving efficiency, especially during peak hours.
   
   
5. Personalized Loyalty Dashboard: A clean, full-page membership account view embedded in the Shopify store enhances usability while allowing LeatherLab to showcase its brand identity.
   
   
6. Flexible Expiry Dates: Individualized tier expiry dates give customers more time to accumulate spending, improving retention.
   
   
7. Welcome Rewards: Welcome rewards encourage new customers to register, further enhancing the value of the loyalty program.

WhatsApp integration

As LeatherLab’s customers were on WhatsApp and rarely engaged with emails or SMS, they chose to use OMNI’s WhatsApp integration. Through this integration, OMNI delivers loyalty program updates, such as updates, special offers, etc, via WhatsApp to the customer. The customers can also easily redeem rewards and ask questions - with LeatherLab’s team having visibility into the loyalty program status as well as Shopify order info.

For this integration, we managed the WhatsApp integration with Wati - a leading, Shopify-backed, WhatsApp Business API platform.

Key Results & Impact

• Simplified Customer Experience: Eliminating complex point-earning mechanics led to better customer understanding and increased engagement.
  
  
• Higher Review Participation: The LOOX integration generated significantly more new reviews, strengthening customer trust.
  
  
• Improved Staff Efficiency: OMNI’s seamless POS integration reduced staff workload by allowing instant QR code scanning for membership verification.
  
  
• Enhanced Customization & Control: The intuitive admin settings enable LeatherLab’s team to easily adjust loyalty policies based on market needs.
  
  

LeatherLab’s transition to OMNI Loyalty & Rewards has successfully streamlined its loyalty program, improving both customer and staff experience. With tier-based automatic discounts, seamless POS integration, and review-based incentives, LeatherLab now provides a more intuitive and rewarding loyalty experience. OMNI continues to support LeatherLab in maximizing customer engagement and retention while maintaining a strong brand identity. 

Interested in upgrading your Shopify loyalty program?
Contact us today for a consultation.