High cost customer acquisition with no tradeoff of lifetime value defines today’s ecommerce landscape. As most retailers struggle with customer retention, marketing teams deploy loyalty solutions to gain a competitive edge by connecting with shoppers and incentivizing repurchase. With the help of 500friends, a leading provider of end-to-end marketing solutions, U.S. Auto parts increased its spend per member by 20%, its repurchase rate by 14%, and its enrollment rate by 45% after updating the loyalty program of its flagship brand, Auto Parts Warehouse. We at 500friends published a case study (below) highlighting the success of U.S. Auto Parts in increasing customer retention using the 500friends LoyaltyPlus platform.
Although most ecommerce marketing teams are resource constrained, IR 100 retailer U.S. Auto Parts realized the competitive advantage of loyalty and decided to invest. The company debuted the Auto Parts Warehouse loyalty program, known as APW Rewards, in September 2012 with the help of 500friends. After its initial success, the company understood the importance of investing in existing customers. To continue the momentum and elevate APW Rewards, U.S. Auto Parts decided to shift marketing investment from customer acquisition to customer retention and engagement. Working with 500friends’ customer success team, U.S. Auto Parts began to leverage capabilities such as increased rewards for high-margin products, personalized post-purchase enrollment offers, a status tier, and triggered email campaigns based off of a person’s repurchase history to maximize customer lifetime value.
“The refresh of APW Rewards, which we achieved in collaboration with 500friends, was a huge success, and there’s even more we can do to engage our customers across our brands,” states Houman Akhavan, VP of Marketing at U.S. Auto Parts.
Read the full case study to learn more about how U.S. Auto Parts maximized its customer relationships:
About 500friends
500friends is a leader in omni-channel loyalty marketing solutions. Its white-labeled service-as-a-software platform, LoyaltyPlus, offers a comprehensive suite of capabilities empowering retailers to deploy loyalty programs catered to their customers. 500friends works with over 50 of the top 1,000 retailers, including 1800Flowers, Omaha Steaks, and Kiehl’s, to maximize customer relationships. For more information, please visit http://www.500friends.com.
About U.S. Auto Parts
U.S. Auto Parts is a leading provider of aftermarket auto parts, with a reputation for quality service and competitively priced products. U.S. Auto Parts’ flagship websites include http://www.autopartswarehouse.com, http://www.jcwhitney.com, and http://www.AutoMD.com. For the company’s corporate website, visit http://www.usautoparts.net.
