Emotional Customer Loyalty with the all-new Kölle Zoo App
As digitalization progresses, it was clear to Kölle Zoo that customer loyalty also needed to be taken into a new era. In collaboration with hello again, the pet retailer therefore developed a tailor-made customer loyalty app that not only captures the spirit of the times, but also sustainably strengthens sales and customer relationships.
General digitalization strategy: moving with the times
The new app is a key component of Kölle Zoo's comprehensive digitalization strategy. This strategy aims to modernize and - where possible - digitize all relevant customer contact points. Whether in-store, online or mobile - Kölle Zoo offers its customers a seamless and modern shopping experience. The customer loyalty app is at the heart of this project and makes digital customer loyalty tangible.
The core functions of the app at a glance
Loyalty club with collectable points and rewards system
Digital customer card always on your smartphone
Discounts redeemable directly without points via app
"My pet" area for registering your own pet
Donation function for regional animal shelters
Online store integration, experience market finder and much more!
This is what Kölle Zoo has achieved so far with the new loyalty app.
Go-Live 29.4.2024 | Numbers from Juli 2024
Five-digit number of users within a few weeks: The new Kölle Zoo app is very popular!
42,000+
registered app users within a few weeks
70,000+
Purchases in connection with the new app
70%+
Regularly active app users
+55%
Increase in the average shopping cart value
Take a look for yourself:
The new Kölle Zoo App.
Donation function for regional animal shelters: this is how innovative, emotional customer loyalty works
In addition to the central components of the new Kölle Zoo app - loyalty club, rewards system, digital customer card - the animal shelter donation function in particular makes the hearts of animal lovers beat faster: app users can exchange points and donate directly to regional animal shelters. This is made possible by Kölle Zoo's cooperation with Tierheimhelden.
Nearby animal shelters can be supported via a simple search in the app: For every 25 points collected, €1 can be donated to the respective organization. A simple but very effective principle: the feature is very popular among app users, the animal shelters are also pleased, and customers associate the "Kölle Zoo" brand with positive emotions.
By the way: You can find out more about the topic of "emotional customer loyalty" in our blog post.
More than just customer loyalty: multi-layered digitalization goals
Kölle Zoo set itself ambitious goals for the launch of the new app: digital customer loyalty should not only bind existing customers more closely to the company, but also tap into new target groups.
Particular attention was paid to young, tech-savvy customers, who can be reached particularly well via digital channels. The figures from the first few weeks after the launch, as well as the reception and feedback from customers about the new app, show that Kölle Zoo is on the right track with this strategy.
Addressing digital natives: Focus on the young target group
The younger generation is demanding, especially when it comes to digital services. Kölle Zoo recognized this early on and focused on addressing precisely this target group in the best possible way.
The Kölle Zoo app offers an intuitive user interface that is specifically tailored to the needs of the young, mobile and tech-savvy generation.
With a combination of modern features and user-friendly design, it succeeded in attracting over 20,000 new app users in the first two months after its launch. The central element was the large-scale out-of-home campaign launched directly for the app launch in June 2024: several hundred new registrations every day were the highly deserved result.
In addition, the app is always recommended by employees, and numerous other advertising measures - both online and offline - round off the package.
Successful customer loyalty: Significant increase in average shopping cart value
Effective, innovative customer loyalty provides many benefits: In addition to increased customer frequency, positive customer testimonials and easy opportunities to acquire new customers, sales can increase significantly after the introduction of a customer loyalty program.
This is also the case with Kölle Zoo: since the introduction of the app, the average shopping basket value has risen from €45 to an impressive €70 - an increase of 55%. This success shows that digital customer loyalty can not only increase sales, but also strengthen customer loyalty.
Read what Kölle Zoo thinks about the new app.
Matthias Pohl | Managing Partner
Kölle Zoo Holding GmbH
Important step in understanding customer needs
"The introduction of the customer loyalty app is an important step towards understanding our customers even better and responding to their needs. The positive response and the increase in the average purchase prove that we are on the right track."
Kölle Zoo's path to its own customer loyalty app.
Push-My-App.
Because the success of the Kölle Zoo app takes centre stage, we use our experience from hundreds of customer projects to push the app:
Through regular innovations, updates and optimisation suggestions - for example in the form of live webinars - the Kölle Zoo team works with hello again to get the best out of the app.
Ongoing Support.
The hello again app support team is always available to the Kölle Zoo team if required.
Together, we ensure that both the company and the users of the app are offered the greatest possible added value through effective, digital customer loyalty.
Because we believe that customer loyalty must be valuable for all sides!
That's why stamp cards are out of date.
hello again as a strong digitalization partner.
Franz Tretter | CEO & Founder
hello again GmbH
Important step in understanding customer needs
"Working with Kölle Zoo was an exciting challenge. Integrating a donation function was also new for us and our team mastered it with great success. The results at Kölle Zoo speak for themselves - and for us. Our solutions are ideal for companies of all sizes that want to strengthen their customer loyalty in an innovative and efficient way. Be it a bakery, hairdresser, individual store or chain store."