Since 1929 it has been the mission of the Rotterdam based family business Van Os tassen en koffers to bring everyone into contact with the best quality bags and cases through personal attention. A bag or suitcase carries the most valuable items and a search for the right model is therefore very personal and important. Personal attention and excellent service have been paramount since the beginning. Bags and suitcases in all 31 Van Os stores, but also online. This also includes the three core values of this family business: personal attention, quality and reliability.In the beginning of 2019, the loyalty program at Van Os tassen en koffers was set op to further respond to these core values with a new loyalty program.
Personal attention with loyalty 3.0
The personal attention of Van Os tassen en koffers can also be seen in the new loyalty program. Here they work completely in tritonX style with different loyalty statuses, personal pricing, and coupons. Previously they only worked with a newsletter for which customers could subscribe and the bonus program that gave customers a bonus once a year. First of all, it was researched how the new loyalty program would best suit Van OS customers, as the customer is always central. Afterwards all options with tritonX were discussed and an innovative loyalty 3.0 program with tritonX was created.
In this loyalty program customers immediately become members with a member status, giving them all the basic benefits, such as a percentage discount on top of the sale. As soon as a customer spends more, they rise to the VIP status where they receive even more exclusive benefits and discounts. A final group of customers has a premium status. This means that they are very good customers and regularly return to Van Os. “Since the start of the loyalty program, a lot of customers have been added with a VIP status. We can see from this that there is a lot of interest in the loyalty program with our customers.”
Loyalty and the use of coupons
Coupons have a very important function in the loyalty program of Van Os tassen en koffers. These ensure that the marketing department has various options to keep customers active throughout the season. “You want to offer continuous renewal, we do this by organizing a new round of coupons every season.” For example, there was a coupon for an umbrella in the fall. “In this way you can activate the customer per season and the customers also know that there is something new every season.” Customers of a certain loyalty status are informed of the new coupons every season via the newsletter. The customer can then view these coupons on their own account and during the payment they can check which they would like to apply.
The coupons can not only be handed in online but also at the cash register. This often happens with the birthday coupon where customers receive a 15% discount on a bag of their choice. The loyalty program of Van Os tassen en koffers fits in perfectly with the omnichannel strategy where the customer is central. “Especially in the shops face-to-face, we now have many more new registrations for the loyalty program.” It is therefore also important that store managers are also involved in the loyalty program. “Store managers often call about how certain coupons are doing. We notice that they are very enthusiastic about the new loyalty program.”
Have you become enthusiastic and curious after reading about the experiences and applications at Van Os tassen en koffers? Then contact us!
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