AfriMarket

The Challenge

AfriMarket, a leading e-commerce platform in East Africa, had invested heavily in a customer loyalty program that was showing declining engagement rates. Despite offering valuable rewards, customer participation was low, and the impact on repeat purchases was minimal.

The Solution

• Deployed Synkora's Segmentation module to create highly targeted customer groups
• Implemented personalized customer journeys based on purchase history and preferences
• Created automated campaigns to re-engage dormant loyalty program members
• Utilized predictive analytics to identify high-value customers for special incentives
• Integrated loyalty program data with customer support systems for unified experiences

Implementation

AfriMarket implemented Synkora across their customer success and marketing teams in an 8-week phased approach, focusing first on data integration and segmentation before launching personalized journeys.

Detailed Results

Within six months of implementation, AfriMarket saw a 58% increase in loyalty program engagement and a 37% increase in repeat purchase rate. Average order value from loyalty program members increased by 22%, and overall customer lifetime value grew by 41%. The personalized approach also led to a 28% increase in program referrals.