Before partnering with Loyale, BigMat had no formal loyalty programme in place. Their customer retention strategy relied on traditional approaches—seasonal offers, word of mouth, and the quality of service. While effective in some cases, this approach had limitations. Repeat customers were hard to track unless they held an open B2B account, leaving the majority of retail shoppers with little incentive to return.
“We realised we needed to evolve beyond just transactions and build relationships. With increasing competition and price sensitivity, retaining our existing customers became just as important as acquiring new ones,” said BigMat.
Recognising the Need for Loyalty
BigMat recognised that investing in a loyalty programme at this stage was critical. With competition increasing and customers becoming more price-conscious, the company wanted to move beyond transactional relationships and connect more meaningfully with its audience. Their goal was clear: increase customer return rates, boost average basket size, improve transaction frequency, and gain better visibility into customer spending habits to inform future promotions and stock decisions.
Finding the Right Solution
BigMat wanted a loyalty platform that was easy to use, flexible, and aligned with their business model. They also needed integration with existing systems, real-time performance tracking, and access to actionable customer data. A digital app that customers could download on their smartphones was essential, allowing the brand to stay top-of-mind through push notifications and reminders. In many ways, the platform was seen as a “light CRM tool,” helping BigMat better understand and engage with its customer base over time.
“We needed a solution that was user-friendly, easy to manage, and aligned with our business model. Loyale offered all that while keeping us just one click away from our customers.”
Implementation and Onboarding
BigMat experienced a smooth and well-supported onboarding process with Loyale. The team guided them through every stage, from staff training to system integration, ensuring a strong foundation for success. As with any new platform, there were a few minor challenges along the way, but Loyale’s proactive support addressed them quickly, allowing BigMat to launch their loyalty programme effectively and confidently.
Results and Impact
The loyalty programme delivered measurable results in the first months of operation:
- Average basket size increased by 7.8%
- Repeat purchases rising steadily in the first two months, signalling growing customer engagement.
163,000+ points redeemed in just over a month, demonstrating that customers saw tangible value in the programme.
Customers are returning more frequently and spending more per visit, while staff report smoother enrolment and positive interactions with shoppers. Both groups appreciate the transparency and accessibility of the loyalty programme.
“Customers are returning more frequently, spending more, and actively redeeming rewards. The programme has clearly added value,” noted BigMat.
Supporting Marketing and Sales Goals
Beyond driving repeat purchases, the programme has become a powerful marketing and communication tool. BigMat can now:
- Target customers with exclusive promotions.
- Send push notifications and reminders to keep the brand top-of-mind.
- Diversify offers specifically for loyalty members.
- Gather actionable insights into customer behaviour to inform future promotions and stock decisions.
A Positive Partnership
BigMat summarises its experience with Loyale as:
“Loyale made loyalty simple, transparent, and effective for us. The platform has become a valuable part of our customer journey. The team behind Loyale has been incredibly responsive, making the entire journey easier. Even after implementation, we know we can still count on their support.”
By rethinking customer engagement and investing in a digital loyalty programme, BigMat has successfully transformed transactions into relationships. The result is not only higher repeat purchases and basket sizes but also stronger customer connections and a new channel for targeted marketing.
