Case Study:
Increasing Member Engagement through Pay with Points eCommerce Shopping Cart Integration
This Engage People Inc. case study explored how integrating pay with points into the shopping cart of a major e-commerce retail marketplace has achieved widespread customer acceptance and engagement for a bank credit card loyalty program. The results show exponential growth in redemption and participation for the bank’s loyalty program members over an eight-week period despite limited promotion of the program between the bank and its program members.
Overview
Increasingly, banks and their associated credit card loyalty programs are looking for new and innovative ways to increase customer retention and engagement.
At the same time, with consumers looking for increased redemption options from their loyalty programs1, a major Canadian bank credit card loyalty program was looking for ways to engage customers beyond travel and traditional merchandise catalogues to encourage their loyalty program members to spend accumulated points.
This information, combined with the growth of eCommerce and dwindling redemptions for travel as a result of the pandemic, created a unique opportunity for Engage’s bank client to utilize pay with points strategically to meet the needs of its customers, capitalize on the growing eCommerce trend and increase loyalty program member engagement.
Approach
Engage worked with its client, a major Canadian bank, and with a global eCommerce retailer, to integrate a pay with points model into the bank’s point redemption checkout process. By integrating pay with points technology directly into the shopping cart as one of the payment options at the point of purchase, Engage made its client’s checkout flow convenient and frictionless for its loyalty program members.