Attracting customers is expensive. Those who work in retail know the effort and investment required to secure a new sale: advertisements, promotions, discounts, publicity... But often, after the first purchase, that customer does not return. And then the big question arises: why do so many customers not come back?
The answer lies in how companies build (or fail to build) relationships with their audience. If the experience ends at the moment of purchase, there is hardly any reason for the customer to return. This is precisely where the importance of a structured loyalty program comes in.
The cost of losing customers
According to market studies, acquiring a new customer can cost up to 5 times more than retaining one that has already purchased. Moreover, loyal customers tend to spend more, recommend the business to others, and become true brand ambassadors.
When there is no loyalty strategy, the retailer ends up trapped in a cycle of promotions and discounts to attract new consumers—which undermines profit margins and long-term sustainability.
How a loyalty program changes the game
A well-structured loyalty program offers the customer a real reason to return: accumulate benefits with each purchase. This can happen in two ways:
Cashback: part of the amount spent is returned to be used in future purchases.
Points: the customer accumulates points that can be exchanged for products, services, or discounts.
In addition to encouraging return visits, these programs create a personalized experience and increase the sense of recognition and appreciation of the consumer.
The Value solution
At Value, the loyalty program goes beyond simple point exchanges. With our loyalty app, each customer has direct access to their benefits, points history, and cashback. This increases engagement and creates a direct communication channel between the brand and the consumer.
For the retailer, the management dashboard allows tracking metrics in real-time: which customers are most active, which products generate the most engagement, and which campaigns work best. This means making data-driven decisions, not assumptions.
Conclusion
Customers do not return just for the price. They come back when they feel valued, when they perceive that the brand cares about their experience, and when they have clear advantages to continue buying.
With the solution of cashback, points, loyalty app, and management dashboard from Value, retail transforms each purchase into an opportunity for lasting relationships.
👉 Want to know how to retain more customers and increase your revenue? Get to know Value and discover how a loyalty program can boost your business.
