Ot & Sien rewards customers with personal member program

Ot en Sien in Geldrop is the go-to store for baby, children’s, and teen apparel, boasting a spacious 400m2 sales floor. Known for its excellent customer service, Ot en Sien offers a shopping experience where customers are truly assisted by a friendly and honest team. While parents shop, children can enjoy themselves at the pinball machines and in the ball pit. In addition to the physical store, there is also an online shop featuring the same items as in-store. Ot en Sien also maintains a strong presence on social media, with approximately 50,000 followers on Facebook, using a strategy tailored to each platform where their customers engage.

Challenge

“Our biggest challenge lies in surprising our customers with a beautiful collection of children’s clothing, maintaining sustainable customer relationships, and offering items at fair prices. By focusing on these elements of our retail concept, we believe we can significantly increase revenue from our existing customer base and achieve growth through a yearly influx of ‘New Customers’ who we can retain,” explains Jorden Claes, owner of Ot en Sien.

Why tritonX

Since 2019, Ot en Sien has been using tritonX to increase Customer Lifetime Value (CLV).

From bronze to silver and gold members

“Through tritonX, we can track all of our customers across every channel. We decided to assign loyalty points for each purchase. The number of points a customer accumulates represents their ‘status level,’ which can be bronze, silver, or gold in our system.

A registered customer receives an immediate discount based on their status level with an (omnichannel) purchase. For example, a bronze member receives 3% off, silver members get 5%, and gold members enjoy a 7% discount on purchases. Sale items are excluded from these discounts. Additionally, every Ot en Sien customer is personally invited to take advantage of the Sale first, and throughout the year, we surprise them with coupons distributed via tritonX,” says Jorden Claes.

Paid membership

“In addition to these status levels, we recently launched a paid membership. Our customers can now purchase an annual VIP card, granting them a 15% discount on the entire collection. For these VIP customers, the Pre-sale is available even earlier than for those in the status levels. This ensures that kids always look their best at the most competitive prices! tritonX helps us turn this challenge into a sustainable long-term relationship,” adds Jorden Claes.

Partner collaboration

To optimize the use of tritonX, Ot en Sien collaborates with various partners.

The partners involved in this case are:

• ERP – POS System: ACA XPRT

• E-commerce: Divide

• ESP: MailChimp