Turning a Dormant Loyalty Program Into a Retention Engine
Accessories DTC · Shopify · United Kingdom
A UK accessories brand on Shopify came to AURORA with a points program that looked active inside Smile.io but produced almost no measurable repeat revenue. The data was running in isolation from Klaviyo. We rebuilt the structure, launched 3 VIP tiers with an annual reset, wired Smile.io loyalty events into Klaviyo, and shipped a connected lifecycle stack of welcome, points-nudge, tier-up, birthday, and referral flows.
The problem
Loyalty was invisible on-site, first reward sat far out of reach, and none of the loyalty data reached the email engine. Customers earned points and forgot them.
What AURORA built
- Earn-and-redeem redesigned so first reward lands inside the customer's first or second order.
- 3 VIP tiers with annual reset to keep top customers active.
- Two-sided referral offer surfaced at peak satisfaction — right after purchase.
- Smile.io ↔ Klaviyo data sync: points, tiers, referrals flowing as profile properties & events.
- Lifecycle flows: loyalty welcome, points-nudge, tier-up, birthday, and referral.
What this is for
Shopify brands running a points program that isn't pulling its weight — see the 17-point loyalty self-audit or the full guide.