ABOUT SMOOSY

SMOOSY is a premier online store for frozen fruits in Taiwan, committed to helping customers begin their journey towards healthier eating habits. For those striving for an ideal lifestyle, the first essential step is transforming eating habits. SMOOSY's comprehensive diagnosis helps customers understand their lifestyle and nutritional needs. If their daily diet lacks essential nutrients, SMOOSY's fruit and vegetable smoothies offer a simple solution. With over 30 combinations to choose from, customers can customize their smoothie experience to suit their tastes. They can select from 70 ingredients and a range of pack sizes (8 to 50 packs), mixing and matching according to their preferences and lifestyle. SMOOSY enables them to find the perfect blend that fits seamlessly into their daily routine, making healthy eating both convenient and enjoyable.



THE CHALLENGE
Establishing a Loyal Customer Base

SMOOSY wanted to build a loyal customer base by providing a personalized and rewarding shopping experience. They aimed to increase repeat purchases and customer retention while leveraging their existing customer base for new customer acquisition. They reached out to the Ako team to create a loyalty program and suggest other solutions that could elevate customer retention to the next level. Their requirements were:

  • Create a Personalized Experience: They wanted to provide a personalized experience and suggest products that cater to individual customer preferences and dietary needs.

  • Encouraging Repeat Purchases and Building a Loyal Customer Base: They needed a system that not only attracted new customers but also kept existing ones coming back. This was particularly challenging because customers often lacked the motivation to repurchase frozen goods, and high shipping costs further discouraged repeat orders.

  • Increasing Interaction and Engagement: SMOOSY aimed to foster a vibrant and active community by encouraging their loyal fans to engage with the brand through social media and other channels. This engagement was crucial for building a strong, connected community around SMOOSY.

  • Addressing Variety and Minimum Order Requirements: With so many flavors available, the minimum order quantity of 8 was a barrier for new customers. SMOOSY needed a way to make it easier for first-time buyers to try their products without committing to a large order.

  • Implementing a Loyalty App: They needed a loyalty app that could connect with LINE, enhancing the customer experience and providing a seamless way for customers to interact with the brand and manage their rewards.

THE SOLUTION
Implementing a Loyalty Program and Quizzes to Enhance Engagement

SMOOSY collaborated with the Ako enterprise team to design a tailored loyalty program and implement quizzes to personalize product suggestions. This strategic partnership aimed to enhance customer engagement and retention.

Strategic Features implemented by Ako and SMOOSY team:

 

  • AI Personal Diagnosis to create your own smoothie box

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    SMOOSY implemented AI-driven personal diagnosis using the Visual Quiz Builder app to help customers select their ideal flavors, enhancing the personalized shopping experience. Customers were encouraged to join the membership program with a $50 shopping voucher, driving initial engagement.

     

  • High Repurchase Products and a Rich Membership System

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    SMOOSY’s membership system featured “cumulative orders” to encourage frequent visits for new flavors and content. Members earned 1% back in reward points per order, with higher tiers receiving site-wide discounts. This incentivized customers to return and make additional purchases, boosting overall engagement.

     

  • Automatic Point Calculation

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    The system automatically calculated available points for each order, displaying the equivalent value in local currency. This automated process ensured a user-friendly experience, making it easy for customers to understand and redeem their points.

     

  • Diverse Point Accumulation Methods

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    Points could be earned through various activities, including purchases, social account logins, profile completions, and birthdays. This approach encouraged information sharing and enhanced communication. Additionally, SMOOSY leveraged Instagram for engagement and point redemption, further integrating their loyalty program with their social media presence.

     

  • Upselling and Minimum Order Value:

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    They utilized iCart to implement a progress bar and upselling features in the "You May Like" section, highlighting the best-selling products.

     

     

  • Implemented Social Login: They used Ako Marketing features to enable clients to log in with their LINE ID and reach their customers regarding the order status.

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    THE RESULTS

    SMOOSY successfully built a loyal and engaged customer base by leveraging Ako Marketing's Loyalty Retargeting CRM and Visual Quiz Builder. The strategic use of personalized recommendations, diverse point-earning opportunities, and automated systems led to significant improvements in customer retention, engagement, and overall customer satisfaction.

    Through these solutions, SMOOSY achieved over 12,000 users completing the quiz for personalized recommendations and a 204x ROI from the Visual Quiz Builder. With Ako Marketing's Loyalty Program, SMOOSY also 52% in repeat purchase rate and 26% in total revenue since implementing Ako Marketing.