Loyalty Archives

Points-Based Loyalty Program | Complete Guide

Refresher: What is a Points-Based Loyalty Program?

A points-based loyalty program is a type of loyalty program where customers earn points for making purchases or completing missions, which they can later redeem for rewards.

This approach is also a form of gamification, as it taps into the enjoyment customers get from earning and redeeming points.

Research in behavioral economics and consumer behavior has shown that this system effectively motivates and engages customers.

The business decides how customers earn points and what they’re worth. Usually, points are tied to how much money a customer spends.

There are two main things to keep in mind:
1. How much do customers need to spend to earn a certain number of points?
2. What the points are worth when redeemed, like the value of the rewards?

For example, a business might give 1 point for every dollar spent, but the points could be worth less when redeemed — like 1 point is worth only $0.50. Points can also be used for other rewards, like services or extra products.

Using the same example, let’s say a customer earns 1 point for every dollar spent. If they want to redeem a reward that costs 150 points, they need to spend $150 to get enough points.

If you’re wondering, the most common industries that use point-based loyalty programs are the retail, service, and FMCG industries!

Are Points Reward Programs Versatile?

Yes, points-based loyalty programs are highly flexible and can be combined with other types of loyalty strategies to create a customized program that covers multiple aspects of customer loyalty strategies.

Imagine you run a hair salon with a tiered loyalty program where members receive increasing benefits based on their tier.

If you want to introduce points into the mix, you can reward your most loyal customers in the highest tiers with more points.

This can also encourage customers to level up to higher tiers by earning more points, creating a system where both points and tiers work together to boost overall engagement and revenue.

Points-based programs are also effective for targeting specific customer segments, especially those who are inactive or have lower purchasing frequency.

You can do this by offering double points or other special rewards and motivating these customers to engage more with your brand.

Another advantage of points-based programs is their ability to be dynamically adjusted.

You can tweak the value of rewards, the amount customers need to spend to earn points, and the worth of points when redeeming.

This flexibility allows you to fine-tune your program’s effectiveness based on performance metrics, without making major changes to other parts of your program, like tiered benefits or referral rules.

Benefits of a Points-Based Loyalty Program (Why Is It So Popular?)

Incredible Versatility

As mentioned earlier, points-based programs are highly flexible, allowing you to adjust point values, redemption rates, and more.

You can also combine them with other loyalty strategies, such as tiered programs, referral rewards (where customers earn points for referrals), or attendance programs (where points are earned for regular visits)

Additionally, points programs enable you to target specific customer segments effectively, encouraging more brand engagement or higher spending through strategies like double point promotion campaigns.

The Instant Gratification Aspect

One of the best things about points-based programs is the instant gratification they provide.

When customers earn points, they feel a quick sense of satisfaction, which helps create a positive connection between buying from your brand and feeling good.

And it’s not just about earning points—redeeming them for rewards brings an extra boost of happiness.

Other loyalty programs, like tiered systems, don’t offer that same quick reward, which is why points-based programs are so great at tapping into this instant feel-good factor.

Drives Higher Customer Spending on Average

Over the years, we’ve worked with many clients, and from our experience, points-based programs are one of the most effective ways to boost customer spending and increase lifetime value.

Points work so well because they encourage customers to spend more with each purchase (thanks to that instant gratification we mentioned earlier). The more they spend, the more they’re rewarded.

When you pair points with personalized rewards that appeal to customers, it’s a powerful combination for not only increasing spending but also building long-term loyalty.

You can even take it a step further by offering secondary rewards, like advancing to higher tiers or earning stamps based on how much they spend.

One of the Best Ways to Track Customer Behaviors

Points are some of the best ways to track your customer’s behavior and create individual customer profiles. Here are some of the cool things businesses can track via points:

Reward Preference: What type of rewards do specific customer segments prefer?
Purchasing Frequency & Average Cart Value: How often do they make purchases, and how much do they spend each time? Are they frequent shoppers with smaller purchases, or do they shop less often but spend more per transaction?
Gamification Preference: Do they prefer to earn points via brand interaction or just spending money?
Redemption Methods: Where do customers redeem their rewards—online or in-store? If they redeem in-store, which location do they visit? What types of items are they most interested in redeeming?

Among all loyalty program types, points definitely give you the most data on your customers’ or members’ spending habits.

We highly recommend a point-based program when you’re first starting your loyalty program – as it can give you a head start on getting to know your customers!

Successful Points-Based Loyalty Program Case Studies

Nestlé Hong Kong

KlikNGo worked with Nestlé to create a loyalty program that combines points with other rewarding features.

This project stands out because we helped Nestlé partner with companies across different industries, allowing customers to redeem rewards not just for Nestlé products, but for things like amusement park tickets, hotel stays, gift cards, and more.

Nestlé also needed a way to accurately track points earned from both purchases and other activities, so we built a centralized rewards portal.

This made it easy for them to track customer behavior online and offline, even integrating with tools like barcode scanners for a seamless, omnichannel experience.

Results: Increased Loyalty Program Awareness & 100% Reward, and Redemption Tracking Accuracy.

Häagen-Dazs Hong Kong

Häagen-Dazs Hong Kong was looking for a user-friendly combination of a points program alongside a stamped one.

So our team made one that is easy for users to join and made it even easier to redeem rewards like free ice cream or discounts.

Other than that we also helped with voucher marketing (customers can redeem points or vouchers online or offline) as well as helped them with a gifting and delivery management platform.

Results: Over $24 million in voucher and loyalty revenue was generated in less than 5 years, with more than 250,000 vouchers distributed.

Pacific Coffee

Pacific Coffee wanted a loyalty program that combined points, loyalty cards, and e-wallet integration.

They set up the program so that points earned from purchases would have flexible expiry dates, encouraging customers to use them sooner.

Customers could also add money to their cards to earn even more points, which encourages them to keep adding funds. On top of that, they launched a coffee subscription service, where customers pay a monthly fee for a set number of cups of coffee.

Subscribers can redeem 20 points for a $1 rebate, making it a special perk for them. This not only boosts the value of points but also adds a unique benefit for those in the subscription program.

Results: Revenue increased across all outlets thanks to the subscription plans and loyalty program. By tracking points and customer behavior, they were also able to improve their operational management.

How to Set Up Your Own Points Program

Understand Your Industry Standard & Know Your Ticket Items

First things first, you have to understand that a points reward is a type of rebate. Use this as a rule of thumb when you’re starting your own points reward program.

In most industries, a common rate is a 1% rebate. This means a percentage of the total transaction value is converted into points. To give you a point of reference, here is the list of industries and their point rebate standards:

Retail: 1%
FMCG: 1%
Services (Beauty, Oral/Healthcare): +- 5%
Asset Purchasing (Vehicles, Property, Equipment): 7 to 10%

Depending on your profit margin and strategy, a good practice is to offer a slightly higher rebate rate than your competitors.

This is a good first start if you’re just getting started in your loyalty strategy because you’re not necessarily reducing your profits, but more of allocating a portion of it to enhance customer satisfaction.

So, why higher rebates? When you offer a higher rebate rate, you can stand out from your competitors, and encourage customers to return for more purchases or redemptions.

Think about it, as long as customers haven’t redeemed their points, it costs you nothing in terms of cash or physical rewards!

We would highly recommend you avoid offering a rebate rate that is lower than the industry standard, as it can reduce your competitive edge and hurt your branding.

Set Criteria, Requirements & Threshold

After that comes encouraging customers to sign up and become members. In this process, you’ll want to collect some basic information like:

Name
Contact Number
Email Address

You could ask for more, but in our experience, this is what you’ll need to get started. Many businesses make the mistake of asking for way too much, way too soon – as it can deter customers from signing up.

You can always gather more information and build each customer’s persona throughout their journey.

After that, you’ll want to set up your point structure according to the industry standard rate from Step 1. Remember, following your industry standard should be fine.

Note that many businesses, especially in the fashion industry, set a minimum purchase requirement for free membership.

Some even charge a yearly membership fee in exchange for a membership card or exclusive physical gifts. You might want to consider these for your points loyalty program.

Use the Right Software To Help With Your Rewards Program

Since there are many requirements and criteria for a points program, doing it manually will take up valuable time and resources. As a result, you’re going to need the right tools and software for the job.

At this point, we assume that you’ve done some research or gained basic knowledge about loyalty reward systems. Many people think you need to create your own system from scratch to run a rewards program.

In fact, many SaaS solutions give you access to everything you need.

For example, our solution – KlikNGo gives you access to a wide range of software, alongside a custom direction plan through our free consultation to give you the best chance of succeeding.

Create Marketing Material, Program Info & Incorporate Staff Training

The next step is to create marketing materials that highlight your program and use them both online and offline. Make sure to incorporate these into your online marketing strategy as well.

After all, you need to let people know about the program for it to work, right? One of the best places to do this is during the checkout process, whether that’s online or in-store.

You can also consider offering instant rebates to encourage customers to sign up right away, making the process even easier.

Another important factor that many business owners overlook is staff training on the new system.

It’s not just the backend (like the system setup, requirements, and reward structure)—it’s also about how your team interacts with customers and handles the program in practice.

To be fully prepared, your staff should have a solid understanding of the program. No, it’s not just about knowing how rewards are earned and redeemed; it’s also about being able to explain why the loyalty program is valuable and important to your customers.

In our experience, the way your staff communicates and implements the program can make all the difference between success and failure.

Actually Start Recruiting & Promoting Your Loyalty Program

When it comes to promoting your program, consider offering extra benefits, points, or gifts for new sign-ups for a limited. This creates a sense of excitement and awareness among your customers.

The flexibility of your system is key here. A good, stable, and comprehensive system should be able to support multiple reward schemes to cater to different situations. It’s important to remember that a reward program is a long-term investment.

So, choose a solution that allows you to explore different reward options and scenarios as your business grows. Points are just the beginning—you’ll want to offer new rewards, tactics, and gamified features to keep customers engaged. Simply put, engaged customers typically spend more.

For online promotion, be sure to utilize social media and broadcasting (email, SMS, etc.)—how you promote it is up to you.

Offline promotions, on the other hand, could be dealt with by setting a weekly target for your staff to recruit new members or promote the program.

Take inspiration from techniques used by brands like Watsons, which always asks if customers have a membership or want to add on a product. Similar to how McDonald’s and Starbucks often ask if customers want to upsize their meals or drinks.

Remember, how your staff communicates with customers is crucial. The moments when they interact with customers are the best opportunities to introduce new products, promotions, and your brand’s culture.

So, Should Your Business Use Points in Your Loyalty Program?

Definitely! Businesses should consider using a points system in their loyalty programs.

It’s simple, yet one of the most effective and widely used options. When people think of loyalty programs, they often think of earning points.

Plus, points give customers instant rewards credited into their account, making them feel good about their purchases and creating a positive connection with your brand.

As we mentioned earlier, points also help you learn a lot about your customers, like what rewards they like and how they prefer to earn and redeem them.

Point-based programs are especially valuable in industries like fuel, utilities, or groceries, where the products are often similar across different brands.

In these cases, a loyalty program—especially one based on points—can be a great way to stand out, since these businesses often focus on high volume rather than repeat purchases.

It’s no wonder that big brands like ExxonMobil, Starbucks, and Sephora all rely on points-based loyalty programs.

Zinrelo vs KlikNGo – A Worthy Zinrelo Alternative?

What is Zinrelo?

Zinrelo is an enterprise-grade loyalty program software and personalized consultation service with over 14 years of experience.

It serves more than 1 billion total loyalty members and boasts a client base of over 70 clients across more than 10 industries.

Zinrelo has worked with clients like BIC, JellyBelly, and Western Digital. The platform integrates with various tools including marketing automation platforms like Klaviyo, CRM platforms like Salesforce and Hubspot, payment services like Mastercard, and e-commerce platforms like Shopify.

KlikNGo - A Worthy Zinrelo Alternative

KlikNGo is a loyalty management platform that offers multiple modules to help with various aspects of loyalty management.

These include loyalty program software, a voucher management system, an online booking system, a membership database, customer communication software, and a customer support portal.

Built from real client feedback from our parent company PRIZM Group, KlikNGo started as proprietary software development before evolving into a platform accessible to businesses of all sizes.

It is designed to be flexible and integrates seamlessly with almost any platform, thanks to its code being written from scratch. This makes us a suitable alternative for businesses at different stages of your digital journey!

What Makes KlikNGo a Good Alternative to Zinrelo?

Loyalty Marketing Prowess

Zinrelo is a leader in customer loyalty, offering a powerful platform designed for large businesses. They have an extensive range of features and loyalty program options, including everything from rewards engines to cashback, earn-and-burn programs, and more.

While this makes Zinrelo a great choice for big companies, it can feel a bit overwhelming if you’re just starting out with loyalty programs.

At KlikNGo, we take a more personal approach. While we do have ready-to-use software that gets you started right away, we go the extra mile by really understanding your business, users, and competition.

Based on that, we’ll create a loyalty strategy that aligns with both your short-term and long-term goals. We might even combine different types of loyalty programs to build a solution that’s perfectly suited to your needs!

Software Type & Selection

While Zinrelo offers powerful loyalty features, that level of specialization comes at a price. Their focus is mainly on loyalty program types and features, meaning they cover just one part of the entire loyalty management puzzle.
At KlikNGo, we recognize that loyalty management goes beyond just having a loyalty program. That’s why we offer a range of additional tools to support and enhance your loyalty strategy, giving you the best chance for success. Our tools include:

Voucher Management System
Online Booking Systems
Business Intelligence Software
Customer Communication Software
Customer Service Portal
Membership Management Software

Even if you already have a loyalty program in place, we let you pick and choose the tools you need, offering you the flexibility to build the perfect solution for your business.

Rewards Program Types

Zinrelo offers a wide range of loyalty program options, such as coalition programs, partnered programs, experiential programs, earn-and-burn programs, points-based systems, cashback programs, and more. With so many choices, it can be overwhelming for businesses to know where to start.

At KlikNGo, we focus on personalization because we understand that businesses, industries, and even countries have unique needs.

That’s why we always begin with a free consultation to help guide you in the right direction and recommend the program that works best for you.

Instead of overwhelming you with endless options, we provide tailored solutions. For example, we might suggest a tiered program with points-based features to maximize customer retention and loyalty.

Price & Value

When it comes to pricing, Zinrelo doesn’t provide specific details upfront—you’ll need to contact them for a custom quote.

However, we found a Capterra listing that mentions a starting price of $10,000. It’s unclear whether this is a monthly, annual, or one-time fee.

Additionally, Zinrelo tends to target large enterprises with annual revenues of at least $50 million, which makes their solutions likely out of reach for smaller businesses, especially those just starting to explore customer retention and loyalty.

On the other hand, KlikNGo offers more flexibility. You can pick and choose the tools you need, or if you’re unsure where to start, we offer packages to suit different needs.

Our basic package starts at $1,020 per month, and our premium package starts at $2,250 per month. The basic package is lightweight yet powerful, great for businesses just getting started.

The premium package includes additional features like business intelligence software, a customer service portal, and much more.

However, we don’t limit what’s available in our basic package—the tools are the same in both packages, so you get full access no matter what option you choose.

Looking for Well-Rounded Loyalty Program Solutions?

If you’re in the market for an easy-to-use yet incredibly effective loyalty program solution, look no further. As a solution, we don’t just provide you with the relevant tools, but also direction and strategy for growth.

We value all our clients, regardless of the package, and we are committed to giving you the best chance of succeeding in your loyalty journey – whether it be sales, retention, or just beating your competitors.

If you’re intrigued, why not visit our loyalty program product page to find out more? If you’re looking for other comparisons, check them out at:

You can also click the button below to contact us for your very first free consultation!

Tiered Loyalty Programs | Everything You Need to Know

Looking for an overview of tiered loyalty programs? Click to check out what they are, look at successful case studies, and much more!

Anvato Loyalty Alternative – Anvato vs KlikNGo

What is Anvato

Founded in 2012, Anvato is a loyalty technology provider specializing in high-quality loyalty programs for large enterprises. While they work across various industries like food and beverage, hospitality, and financial services, their primary focus is on retail.

Anvato’s solutions are designed for businesses with an established customer base, which could be costly for smaller companies, especially in niche industries.

In addition to strong integration options and advanced technology features, companies may need specialized knowledge about loyalty marketing and marketing technology to effectively use Anvato’s offerings. Their capabilities are impressive, but it’s not a simple plug-and-play solution.

What is KlikNGo

KlikNGo is our user-friendly loyalty program solution, brought to you by PRIZM Group, our parent company. PRIZM started out as a marketing agency and quickly made a name for itself in loyalty marketing right in Hong Kong.

We created KlikNGo with the idea that great loyalty technology should be accessible to everyone without sacrificing quality.

We’ve carefully selected a range of tools to help you build a successful loyalty program. Drawing on years of experience with our clients, we’ve decided that these are the tools that businesses would need to succeed in loyalty marketing:

Loyalty Program Module
Voucher Management System
Marketing Automation
Online Booking System
Customer Retention Software
Membership Database
Customer Support Portal System

We know that not everyone is a tech expert, so we’ve made our solution as user-friendly as possible. This way, smaller businesses can manage a complete loyalty program without needing to hire specialized staff, which helps keep their overhead costs down.

Comparison Between Anvato vs KlikNGo

Loyalty Management Capabilities

Anvato’s loyalty management capabilities are some of the best in the market, with many different types of loyalty programs to choose from, such as tiered loyalty programs, coalition programs, hybrid programs, subscription programs, and so on.

Anvato’s flow is intuitive and covers everything from setting up rewards, gamification, and referrals, all the way to things like receipt scanning and getting new members from offline customers.

On the other hand, while KlikNGo doesn’t offer as many program types, we do focus on the essentials and do them really well. We provide point-based programs, tiered loyalty systems, stamps, attendance tracking, and gamification features.

You can even create a leaderboard to spark some friendly competition among customers or reward them for joining your marketing campaigns.

Our stamp system encourages frequent spending, which boosts customer lifetime value (CLV).

Our goal is to help you build a complete loyalty ecosystem that seamlessly blends online and offline experiences, giving your customers a true omnichannel loyalty journey.

Digital Wallet

Anvato has integration with Apple and Google Wallet, which offers a large variety of payment methods, like online card payments, physical card payments (NFC), etc. Through this, merchants can get a taste of omnichannel payments, allowing customers to pay using both physical and online channels.

KlikNGo has its own payment gateway, called PRIZM Pay. PRIZM PAY supports a variety of payment methods including MasterCard, Visa, WeChat Pay, PayPal, and LINE Pay, alongside physical payment methods like NFC payments.

Our payment method is supported by over 250 countries and 120 currencies as of the writing of this article! We also make sure there are no hidden fees to make sure that you’re getting the most transparent service possible.

Marketing Automation

Anvato Loyalty has a solid selection of automation features, but most of them need to be connected to third-party platforms like MailChimp, Klaviyo, or Emarsys. So, to really make the most of their marketing automation tools, you’ll need to be already using one of those services.

On the other hand, KlikNGo is built for easy integration with almost any third-party marketing platform. Plus, we offer a variety of native marketing automation options that brands can use right away, including:

SMS
Social Media (Facebook, Instagram, etc.)
Email Marketing (MailChimp, etc.)
Chatbot Integration
Foreign Media Platforms (WeChat, LINE, etc.)

Ease of Use & User-Friendliness

Anvato isn’t really known for being the easiest platform to use. While it has a lot of advanced features, getting the most out of Anvato Loyalty often requires a team with both loyalty program experience and technical skills.

They claim that no coding is needed, but you’ll likely need some familiarity with API integration. This can drive up your costs over time, in terms of staff salaries, and if you have turnover in your team, it can create real bottlenecks.

At KlikNGo, we totally get that—it’s something we’ve seen firsthand since our parent company is a marketing agency. That’s why we made our software as intuitive and user-friendly as possible.

You don’t need to be a tech genius to use our platform effectively. And if you do run into any issues, every KlikNGo client gets a dedicated account manager to help with questions or feature requests! We firmly believe that in the long term, we are one of the best in terms of value for money.

Gamification

When it comes to gamification, both KlikNGo and Anvato shine in their own ways. Anvato offers fun experiences like treasure hunts and interactive quizzes, rewarding users for things like leaving reviews.

Their Prize Wheel lets businesses customize rewards for different customer groups, and they can even link to sports trackers on smartphones for health-focused gamification.

KlikNGo takes a different route, emphasizing interactive game mechanics like Augmented Reality (AR) for voucher hunts and gamified tier systems that encourage customers to stick with their loyalty programs.

We also have a lively leaderboard system that sparks friendly competition among users, which can drive more interaction with your brand. From our experience with clients, we’ve discovered that community-based gamification delivers the best results for most brands.

That’s why we focus on both individual and group gamification. For example, one of our clients gained over 40,000 followers a month thanks to our group gamification strategy, along with a 125% increase in overall basket value!

Overall Value & Price

Anvato Loyalty’s website doesn’t provide any pricing information, so you’ll need to contact their sales team for a quote. However, our research on Capterra suggests that their plans start at around $1,600 per month (based on current conversion rates).

KlikNGo offers our essential bundle for $1,020 a month. This package includes everything you need for effective loyalty management, such as our loyalty engine, advanced gamification features, a voucher management system, marketing automation, PRIZM integrations, and loyalty membership management.

After working with numerous clients, we’ve found that these features are what you need to start running a successful loyalty program.

Why KlikNGo is the Easiest Way to Your Ideal Loyalty Program

As we’ve mentioned before, KlikNGo is the easiest way for any business to start a loyalty program. We give you every tool you need to succeed in retaining customers and building loyalty.

If you’re interested, feel free to visit our loyalty program product page to learn more! You can also explore other comparisons, such as our alternatives to Zinrelo, Smile.io, LoopyLoyalty, and more.

The Ultimate Guide on B2B Loyalty Programs | Overview

What are B2B Loyalty Programs?

A B2B loyalty program is a marketing strategy made to encourage repeat business volume and frequency and strengthen relationships between companies, while also encouraging brand stickiness and stability. Like all loyalty programs, B2B loyalty programs are about customer trust and benefits.

Traditionally, loyalty programs weren’t common for B2B businesses, mainly because of the extra time and effort required to manage them.

Many B2B businesses opt to experiment with a loyalty program, once they have the resources to launch them.

The good thing about B2B programs is that it indirectly tells clients that your business is doing well and that they can trust you to be a long-term partner, and encourage collaboration. In short, it helps with your overall corporate and brand image!

A Practical Example of a B2B Loyalty Program (MLM Companies)

Besides big corporate entities, are loyalty programs practical for other types of businesses? Well there is, and you might not expect to see this coming up.

Famous international direct sales companies (aka MLM companies) like Amway, Coway, Herbalife, USANA, etc., use a combination of different B2B loyalty program types with features like commission, referral, tier, team incentives, etc.

If you’re unfamiliar, MLM companies recruit users to become their agents/resellers, or even distributors. Most of the time, these resellers are also product users and earn a commission on revenue or agent recruited. Hence the need for different types of features in their loyalty programs.

Many of these MLM companies have intricate structures, and most of them even have a dedicated app for agents/partners to download to keep track of important data like referrals, commissions earned, sales tiers, and even company news and product information.

So, How Can Normal Businesses Go About B2B Loyalty Programs?

Yes – not everyone is a big corporation or MLM business owner. So let us answer the question, how can normal businesses go about B2B loyalty programs?

Depending on your business, many B2B businesses can benefit from subscription-based or cash-back programs. Let’s take office stationery or an HVAC company for example.

These companies can charge a monthly subscription or maybe a yearly retainer for clients to have a long-term commitment, making sure that they have good cash flow and continuous business.

Of course, make it worth your client’s while. Make them want to subscribe to your loyalty program, by giving perks like free maintenance, free upgrades, early access to new products, or simply giving things like personalized consultation and priority support can also do wonders.

If you’re interested, here’s a great case study that we’ve done for one of our B2B clients:

Industry: Office supplies wholesaler.
Context: They have their own e-commerce platform and manage transactions there.
Challenges: Lack of customer experience, the platform is not user-friendly – low customer retention.
Solution: We provided a robust loyalty program with:
- A proprietary credit system that encourages clients to buy more credit upfront, improving cash flow and user stickiness.
- Installment capabilities integrated into the platform.
- Improved user experience (order flow, built-in quotation generator, etc.)
- Customer service integration with chatbot capabilities.
Results: Over 1.5x overall customer lifetime value & 25% better user stickiness.

What are the Other Objectives of B2B Loyalty Programs?

Other than rewarding clients for their loyalty and encouraging long-term business, other objectives might improve customer experience.

For example, having a loyalty app can help your business stand out, especially if you sell products that are similar to what other companies offer. Commodity goods are things like basic supplies or raw materials that are pretty much the same no matter who sells them.

If the price and quality are the same, businesses will stick with the one that makes buying easier and better.

In the B2B space, this might mean making it super simple for customers to buy things—like letting them place an order with just one click and getting it delivered fast.

A loyalty app also gives customers a way to share feedback or get in touch with you. That’s why loyalty programs are so important for businesses like oil & gas companies (millions are invested every year)—they help them stand out from the competition.

Loyalty programs can also help increase how much and how often customers buy from you, this is what we call customer lifetime value. This could mean getting them to place larger orders or buy more often over time.

Most importantly, a B2B loyalty program shows that you’re a trustworthy business that offers value over the long term—not just a name on the quotation.

What are the KPIs & Metrics to Keep Track of For a B2B Loyalty Program?

Contrary to popular belief, the metrics used to measure B2B loyalty program success are very different from B2C ones. Unlike B2C, we don’t typically measure metrics like customer engagement.

In B2B, the most important metric to measure is how smooth and quick the operational processes are. If clients have deadlines to meet, they won’t have time to stick around and engage in your loyalty program.

Here are the different metrics that B2B businesses use to measure their loyalty program success:

Types of Consultation (new product introduction & showcase sharing).
Sales Pipeline Duration (how quickly can clients make a decision/how long does it take to complete a deal).
After-sales Service Intensity (how frequent/how many resources are needed to service clients).

Recurring Orders (usually tracked by B2B companies that sell goods).

Spending Per Client (usually tracked by B2B companies that sell services, like marketing agencies, etc.).

Upselling Frequency/Value (for both goods & service-based companies).

How to Get Started on a B2B Loyalty Program

Make Sure Your Rewards Match Industry Needs & Wants

The rewards are what make your B2B loyalty program attractive to clients. Usually, to determine the best rewards, you should look at what’s working for other companies in your industry.
Big players often have dedicated teams that understand customer behavior and industry trends, so it’s a good idea to observe their strategies.

Here are examples of what works for different industries:

Manufacturing/Wholesale: Volume discounts, early payment incentives, good payment terms.
Tech & SaaS: Subscription upgrades, extended trials, or access to early features
Logistics/Shipping: Priority service, free shipping on bulk orders
Professional Services (Consulting, Legal, etc.): Personalized consultation

The goal is to offer rewards that make your clients feel valued and incentivize them to keep coming back.

Implementing Your Loyalty Program

When you’re ready to launch, choosing the right tools and systems is key. As we’ve mentioned before in the B2B space, customer experience and smooth operational processes are the most important factors.

Ideally, you’ll want your B2B loyalty program to reflect that, and include intuitive things to make everything flow smoothly – like having an automatic invoice generator like we talked about before.

A closed-loop system works best for B2B businesses because it integrates your backend operations while providing a seamless experience for your partners.

Tracking, Tracking, Tracking

Tracking data efficiently is probably the most important thing you can do in a loyalty program. If you’ve been reading the article thoroughly until now, you should already know what type of data is important to track by now.

Remember, client data is important in B2B (not really engagement metrics). As a result, we’d highly recommend you get a CRM system if you don’t have one in place already.

A CRM, alongside other data collection technology, helps you keep all data in one place – keeping track of every single client touchpoint (like contacting customer service, upsells, etc.).

Having it all in your CRM, instead of it being fragmented in multiple databases makes sure that you have a ‘single customer view’, helping to build a persona of your clients.

This allows you to personalize your strategy for each client, helping you retain and reward them.

Prioritize Strategy Over Technology

A successful B2B loyalty program is built on a solid strategy, not just the latest technology. While advanced tools and platforms are important, they won’t help you if you don’t have a clear strategy in place.

Think about your short-term goals (like upselling or decreasing customer service load) and also long-term objectives (like strengthening partnerships).

Invest time in understanding your client’s needs and behaviors, and then use the right technology to support that strategy.

A loyalty program is a long-term investment, and without a clear roadmap, even the best tools won’t deliver the results you need.

Optimize Your Program Over Time

Once your program is up and running, make sure you continuously optimize it based on the data you collect.

Look at which clients are the most satisfied, upsell potential, and where you can improve.

With the right reporting tools, you’ll be able to track all of this and adjust your approach as needed, creating a program that evolves and delivers ongoing value.

Feedback is probably the most important thing in this category, as this usually shows what your clients are feeling. Other than a feedback form, you can also use NPS (Net Promoter Score) as a metric to track satisfaction.

The whole point of data is so you can optimize and improve your program over time. This makes sure that you can stay competitive in the market and don’t give clients a reason to switch to competitors.