Travel & Luggage
·
Enterprise
How Monos unlocked $8M with their loyalty retention strategy
2x
higher purchase frequency
2x
higher purchase frequency
2x
higher purchase frequency
2x
higher purchase frequency
$8M
in Smile generated value
$8M
in Smile generated value
$8M
in Smile generated value
$8M
in Smile generated value
76%
higher CTR for loyalty members
76%
higher CTR for loyalty members
76%
higher CTR for loyalty members
Wayfarer Rewards was introduced to retain customers, to give them a reason to come back. We wanted to create a program that is very simple and helps you earn points so that you have a reason to come back and spend those points.
Mike Wu
Director of E-commerce, Monos
Wayfarer Rewards was introduced to retain customers, to give them a reason to come back. We wanted to create a program that is very simple and helps you earn points so that you have a reason to come back and spend those points.
Mike Wu
Director of E-commerce, Monos
Monos is a modern luggage and travel accessories brand
Industry
Travel & Luggage
Merchant Size
Enterprise
Smile Features
Points
·
VIP Tiers
·
Referrals
Region
North America
The Story
Built for the moment travel came back
Monos is self-described as the "Apple of Suitcases," with its modern, minimalist designs and emphasis on quality and the environment.
Monos' name is "inspired by the Japanese concept of mono no aware-the profound appreciation of the beauty in fleeting moments," and was officially launched in 2019.
The Challenge
Creating a travel community during the pandemic
In 2020, Monos pivoted to products other than luggage due to the pandemic, which paused travel. During that time, Monos quietly built a community while no traveling was happening. So when travel resumed, Monos was at the top of consumers' minds thanks to its brand awareness, noteworthy customer experience, and excellent customer service.
The challenge now was converting the community into paying, repeat customers.
"We had to figure out a way to grow and, at the same time, build a foundation and take care of our customers," Mike says. "When competitors were shutting down ads because of the unknown, Monos was still advertising and pulling customers in. Then...everything started opening up, and things just took off because we already had that base of customers built up."
The Solution
Implementing rewards to offer a top customer experience
As travel resumed and more customers were spending with Monos, it was time to offer a retention strategy. Monos introduced Wayfarer Rewards in November 2020, a comprehensive loyalty program that offers customers points for every purchase, referral, and two VIP tiers that all customers can earn.
"Wayfarer Rewards was introduced to retain customers, to give them a reason to come back. We wanted to create a program that is very simple and helps you earn points so that you have a reason to come back and spend those points," Mike says.
If you can help customers feel special, I think loyalty is a long-term play. They will remember the brand and tell their friends.
Mike Wu
Director of E-commerce, Monos
"We also wanted to create a community. We want to make you feel like when you purchase Monos, along with the lifetime warranty, you're also buying into something that gives you benefits and perks, such as early access to products and exclusive discounts. If you can help customers feel special, I think loyalty is a long-term play. They will remember the brand and tell their friends."
Monos Wayfarer Rewards launcher panel
Driving revenue with the Klaviyo and Smile.io integration
Monos is creative with email flows and crafts a story for every unique customer interacting with the brand.
"I think there's so much creativity with programs like Klaviyo and email marketing and Smile.io that you're just able to build different customer journeys and really maximize different audiences," Mike explains.
"With different segments and conditions, you're able to really personalize the story in an email. I think that's one thing that most brands don't spend time on," Mike says. "Building out one journey or two journeys for everybody. With Klaviyo, I can get really specific in different segments, especially when you're like us, aiming to be a full lifestyle brand."
"Once a customer makes a purchase, they earn points right away, and Klaviyo sends them an email, and it just starts a cycle from there. Then a customer can go, "I didn't know I had points," and it's fully laid out for a storytelling method. It's pretty straightforward in Klaviyo."
Rewards flows built with Klaviyo are a top revenue driver and drive the highest revenue per recipient across all flows, with a key engagement focus, seeing on average 65% opens and 5.7% CTR.
Average CTR for reward program members is 76% higher than nonmembers (YTD combined campaign and flows)
The Results
$8 Million in Smile generated value
By offering customers incentives through its Wayfarer Rewards program, Monos has generated $8 million in Smile-Generated value since launching its program in 2020. This includes customers placing an order with a Smile.io rewards code, whether from a rewards redemption or through a referral. Active program participants in Wayfarer Rewards purchased nearly 2x more often than other customers.
$8 Million in Smile Generated Value
Loyalty Program participants purchased nearly 2x more often than non-members
Monos is a modern luggage and travel accessories brand
Industry
Travel & Luggage
Merchant Size
Enterprise
Smile Features
Points
·
VIP Tiers
·
Referrals
Region
North America
The Story
Built for the moment travel came back
Monos is self-described as the "Apple of Suitcases," with its modern, minimalist designs and emphasis on quality and the environment.
Monos' name is "inspired by the Japanese concept of mono no aware-the profound appreciation of the beauty in fleeting moments," and was officially launched in 2019.
The Challenge
Creating a travel community during the pandemic
In 2020, Monos pivoted to products other than luggage due to the pandemic, which paused travel. During that time, Monos quietly built a community while no traveling was happening. So when travel resumed, Monos was at the top of consumers' minds thanks to its brand awareness, noteworthy customer experience, and excellent customer service.
The challenge now was converting the community into paying, repeat customers.
"We had to figure out a way to grow and, at the same time, build a foundation and take care of our customers," Mike says. "When competitors were shutting down ads because of the unknown, Monos was still advertising and pulling customers in. Then...everything started opening up, and things just took off because we already had that base of customers built up."
The Solution
Implementing rewards to offer a top customer experience
As travel resumed and more customers were spending with Monos, it was time to offer a retention strategy. Monos introduced Wayfarer Rewards in November 2020, a comprehensive loyalty program that offers customers points for every purchase, referral, and two VIP tiers that all customers can earn.
"Wayfarer Rewards was introduced to retain customers, to give them a reason to come back. We wanted to create a program that is very simple and helps you earn points so that you have a reason to come back and spend those points," Mike says.
If you can help customers feel special, I think loyalty is a long-term play. They will remember the brand and tell their friends.
Mike Wu
Director of E-commerce, Monos
"We also wanted to create a community. We want to make you feel like when you purchase Monos, along with the lifetime warranty, you're also buying into something that gives you benefits and perks, such as early access to products and exclusive discounts. If you can help customers feel special, I think loyalty is a long-term play. They will remember the brand and tell their friends."
Monos Wayfarer Rewards launcher panel
Driving revenue with the Klaviyo and Smile.io integration
Monos is creative with email flows and crafts a story for every unique customer interacting with the brand.
"I think there's so much creativity with programs like Klaviyo and email marketing and Smile.io that you're just able to build different customer journeys and really maximize different audiences," Mike explains.
"With different segments and conditions, you're able to really personalize the story in an email. I think that's one thing that most brands don't spend time on," Mike says. "Building out one journey or two journeys for everybody. With Klaviyo, I can get really specific in different segments, especially when you're like us, aiming to be a full lifestyle brand."
"Once a customer makes a purchase, they earn points right away, and Klaviyo sends them an email, and it just starts a cycle from there. Then a customer can go, "I didn't know I had points," and it's fully laid out for a storytelling method. It's pretty straightforward in Klaviyo."
Rewards flows built with Klaviyo are a top revenue driver and drive the highest revenue per recipient across all flows, with a key engagement focus, seeing on average 65% opens and 5.7% CTR.
Average CTR for reward program members is 76% higher than nonmembers (YTD combined campaign and flows)
The Results
$8 Million in Smile generated value
By offering customers incentives through its Wayfarer Rewards program, Monos has generated $8 million in Smile-Generated value since launching its program in 2020. This includes customers placing an order with a Smile.io rewards code, whether from a rewards redemption or through a referral. Active program participants in Wayfarer Rewards purchased nearly 2x more often than other customers.
$8 Million in Smile Generated Value
Loyalty Program participants purchased nearly 2x more often than non-members
Monos is a modern luggage and travel accessories brand
Industry
Travel & Luggage
Smile Features
Points
·
VIP Tiers
·
Referrals
Merchant Size
Enterprise
Region
North America
The Story
Built for the moment travel came back
Monos is self-described as the "Apple of Suitcases," with its modern, minimalist designs and emphasis on quality and the environment.
Monos' name is "inspired by the Japanese concept of mono no aware-the profound appreciation of the beauty in fleeting moments," and was officially launched in 2019.
The Challenge
Creating a travel community during the pandemic
In 2020, Monos pivoted to products other than luggage due to the pandemic, which paused travel. During that time, Monos quietly built a community while no traveling was happening. So when travel resumed, Monos was at the top of consumers' minds thanks to its brand awareness, noteworthy customer experience, and excellent customer service.
The challenge now was converting the community into paying, repeat customers.
"We had to figure out a way to grow and, at the same time, build a foundation and take care of our customers," Mike says. "When competitors were shutting down ads because of the unknown, Monos was still advertising and pulling customers in. Then...everything started opening up, and things just took off because we already had that base of customers built up."
The Solution
Implementing rewards to offer a top customer experience
As travel resumed and more customers were spending with Monos, it was time to offer a retention strategy. Monos introduced Wayfarer Rewards in November 2020, a comprehensive loyalty program that offers customers points for every purchase, referral, and two VIP tiers that all customers can earn.
"Wayfarer Rewards was introduced to retain customers, to give them a reason to come back. We wanted to create a program that is very simple and helps you earn points so that you have a reason to come back and spend those points," Mike says.
If you can help customers feel special, I think loyalty is a long-term play. They will remember the brand and tell their friends.
Mike Wu
Director of E-commerce, Monos
"We also wanted to create a community. We want to make you feel like when you purchase Monos, along with the lifetime warranty, you're also buying into something that gives you benefits and perks, such as early access to products and exclusive discounts. If you can help customers feel special, I think loyalty is a long-term play. They will remember the brand and tell their friends."
Monos Wayfarer Rewards launcher panel
Driving revenue with the Klaviyo and Smile.io integration
Monos is creative with email flows and crafts a story for every unique customer interacting with the brand.
"I think there's so much creativity with programs like Klaviyo and email marketing and Smile.io that you're just able to build different customer journeys and really maximize different audiences," Mike explains.
"With different segments and conditions, you're able to really personalize the story in an email. I think that's one thing that most brands don't spend time on," Mike says. "Building out one journey or two journeys for everybody. With Klaviyo, I can get really specific in different segments, especially when you're like us, aiming to be a full lifestyle brand."
"Once a customer makes a purchase, they earn points right away, and Klaviyo sends them an email, and it just starts a cycle from there. Then a customer can go, "I didn't know I had points," and it's fully laid out for a storytelling method. It's pretty straightforward in Klaviyo."
Rewards flows built with Klaviyo are a top revenue driver and drive the highest revenue per recipient across all flows, with a key engagement focus, seeing on average 65% opens and 5.7% CTR.
Average CTR for reward program members is 76% higher than nonmembers (YTD combined campaign and flows)
The Results
$8 Million in Smile generated value
By offering customers incentives through its Wayfarer Rewards program, Monos has generated $8 million in Smile-Generated value since launching its program in 2020. This includes customers placing an order with a Smile.io rewards code, whether from a rewards redemption or through a referral. Active program participants in Wayfarer Rewards purchased nearly 2x more often than other customers.
$8 Million in Smile Generated Value
Loyalty Program participants purchased nearly 2x more often than non-members
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