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Omnichannel Delivery and Customer Retention Program Integration
Virid does a great job keeping up with trends, solutions, and ideas. Definitely will continue our engagement.”
Lover’s Lane is a regional retailer that focuses on being an education-based, rapport-building resource that focuses on sexual health and well-being. Lover’s Lane sells lingerie and romantic gifts in a setting that presents an upscale, luxury look and feel. The brand emphasizes personable experience with enhanced customer service.
As a retailer with a local physical presence, Lover’s Lane needed a way to provide services to their local customers. Additionally, Lover’s Lane wanted to create a loyalty program that rewards its loyal customers and increases retention and satisfaction. The brand also had a goal of allowing gift cards to be purchased online to use in-store or on the website.
With the closure of stores, retailer Lover’s Lane turned to alternate options to serve their local customers. Already on Virid's marketAgility platform, Lover’s Lane turned to us to help them augment their omnichannel options. Lover’s Lane has locations in Michigan. Illinois, and Indiana for a total of 33 physical retail locations. Virid implemented Buy Online, Pick-Up In-Store (BOPIS) services to meet customer needs when brick-and-mortar in-store shopping was not available. Curbside pickup was first implemented which also allowed customers to pick up their orders in-store, once store shopping restrictions were eased.
Our team understands the complexities of managing online and store inventories to ensure that products are available to customers to Lover’s Lane’s clientele. The BOPIS services were implemented in mid-2020. Lover’s Lane more than recouped their initial investment to build the BOPIS services within the first month of operating these additional delivery options. Despite any interruption the COVID epidemic may have caused to their business, Lover’s Lane saw a 274% increase in sales in 2020.
The goal of the loyalty program project was to provide a convenient method for Lover’s Lane’s customers to access loyalty points, rewards, and customer profile information. Virid provided Lover’s Lane with a custom solution, known as "Frequent Lover" to its clients, to meet their loyalty needs. Virid tailor-made this solution and integrated the loyalty portal with Lover’s Lane’s website. This loyalty integration also enabled additional gift card methods as a form of payment.
Once the program launched in January of 2021, customers could earn loyalty points with both website and store purchases and these points are accessible for use both in-store and online.
Virid helped Lover's Lane strengthen their position in a challenging market with loyalty and omnichannel offerings. These services allow Lover's Lane to reinforce relationships with its current customer base and meet customers wherever they are, whatever their needs.