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They had set up a point solution in the past but it wasn’t doing their brand justice. The former platform activated for very few activities. It was designed in a very basic way so the tiers were not particularly inspiring. And, of course, their referral program was not speaking to their loyalty program making it very difficult for a loyalty member to earn their way into affiliate/superfan-dom.
They also weren’t able to limit the users shopping behaviors in the ways that they needed to in order to protect their margins! The Little + Lively team wanted to be able to:
In a time crunch, the Little & Lively set their program up in an afternoon. Implementing social + purchase reward activities, a simple point spending model (100 points = $1) and beautifully integrated onsite components. A simple program, with big results!
The Little & Lively community had been asking for a loyalty program for ages, so when the program announcement was made, the fans went wild! Within the first few days, they had seen a 160X ROI on the platform and those results remained consistent.
Their Toki launch was a case study in exactly what to do right at launch.
How they did it:
In order to maintain hype, Little & Lively went into full automation mode setting up email + SMS automations so their users would get regular notifications about new rewards they can get with challenges, how many credits they have and what they can spend it on.. Etc.
A month into their program churning along, the Little & Lively team decided to move their ambassador program over to Toki as well. They ported their ambassadors over from Buzzbassador and set up unique perks for ambassadors in Toki using the Toki Segmentation Tool. Ambassadors were named “Little + Lively Crew” and given unique perks like
Streamlining the two programs and keeping both digestible enough for their users to understand the benefits was key.
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We just launched and the customers are responding warmly to the opportunity to collect points! We experienced a lot of support from the onboarding team with Toki. They were there to help us every step of the way!
The Toki launch was a massive success. Immediately, the L&L team saw a 160x ROI on the platform and suddenly 10% of their topline revenue was coming from Toki attributed features. The segmentation of the rewards based on whether someone was an early L&L shopper or a die hard affiliate not only makes their customers feel special but also ensures they are maximizing the revenue they can get from each customer cohort.
Little & Lively is a kids clothing company with a fervent fan-base within the parenting community. Based in Canada, Little & Lively approached Toki looking for a more robust loyalty + referral platform.
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