Did you know that repeat customers spend 67% more than new ones? That’s why more businesses are rethinking how they design customer loyalty experiences. In Part I of this series, we explored why modern loyalty programs must go beyond points and discounts to create real emotional connection and long-term brand value. In this second part, we focus on how WhatsApp loyalty programs and digital loyalty points can help businesses of any size drive repeat purchases through direct, personalised engagement.
Traditional loyalty methods, such as plastic cards and traditional apps, often come with high friction, low engagement, and significant development costs. These approaches require customers to carry physical cards or download and log in to separate apps, which can limit participation and reduce effectiveness. As a result, many businesses are moving away from traditional loyalty in favor of digital platforms. WhatsApp, the most widely used messaging app globally with over 2 billion active users worldwide, has emerged as a preferred alternative by 2026 for its convenience and reach. WhatsApp loyalty programs leverage the platform’s extremely high open rates, often exceeding 90%, ensuring that offers and rewards are seen by customers. In practice, a WhatsApp loyalty program allows businesses to manage member identification, loyalty points, and reward communication directly through chat, without requiring customers to download additional apps. By running loyalty programs via WhatsApp, businesses can use the platform as a seamless, integrated solution that connects CRM systems, e-commerce tools, and messaging for real-time, personalised engagement.
But wait, there’s more! Loyal customers also have bigger basket sizes – think of it as the loyalty tax they happily pay because they love your products or services, or better yet, they already trust your brand. Guy Kawasaki, marketing expert, emphasises the importance of targeting the right audience. In a Harvard Business Review article, he highlights the concept of “looking for agnostics, ignoring atheists.” This translates to business as focusing on customers who are open to new ideas, rather than those already firmly committed to a competitor’s product. Just like it was easier to introduce the Macintosh to those unfamiliar with computers than to die-hard MS-DOS users, businesses can find greater success by targeting existing customers who are happy with their brand and open to exploring new offerings.
Common Loyalty Program Pitfalls
Most businesses already understand the importance of customer retention and lengthening their customer lifetime value. Building a loyal community around your brand is a known recipe for success, and a membership program is a fantastic first step. But here’s the catch: creating a successful one can be tricky.
For many small and medium enterprises (SMEs), the biggest hurdle is lack of IT experts and manpower. Developing a loyalty point system often requires dedicating precious manpower and time, resources most SMEs simply don’t have. Even if you manage to swing it, many off-the-shelf solutions only work online or in-app, leaving your physical store customers out in the cold.
Another common pitfall of loyalty programs is a cumbersome sign-up process that involves long forms or requires customers to download an external app. Traditional loyalty programs and loyalty apps often create unnecessary friction, leading to low engagement and high drop-off rates. These challenges are especially pronounced for FMCG brands and channel partners, where onboarding complexity and low technology adoption can limit participation.
With a WhatsApp loyalty program, customers can manage their loyalty points and redeem rewards directly within WhatsApp, the same channel they already use every day. This removes the need for separate app downloads and significantly reduces barriers to participation.
Introducing Omnichat Loyalty Point Program
The Omnichat Loyalty Points program is designed to be a flexible yet easy-to-manage loyalty point system. It allows businesses to track not only online and in-store purchases, but also predefined customer actions such as event attendance, review submissions, or participation in promotional campaigns. This enables brands to reward meaningful engagement beyond transactions alone.
Enrollment in WhatsApp loyalty programs is intentionally simple. Customers can join by scanning a QR code, clicking a sign-up link, or sending a keyword such as “JOIN” via WhatsApp. To support this, businesses first set up a WhatsApp Business Account and can then choose between the WhatsApp Business App for basic use cases or the WhatsApp Business API for scalable, automated loyalty program management.
With WhatsApp Loyalty Points, businesses can deliver a fully conversational loyalty experience. For example, a customer scans a QR code to join a brand’s WhatsApp channel and immediately receives a welcome message explaining how points are earned and redeemed. Customers can check their points balance, view available rewards, and receive notifications for new offers or digital vouchers directly within the chat. In Indonesia, Alfamart uses WhatsApp as part of its Alfagift rewards program, allowing customers to register and redeem digital vouchers without leaving the messaging interface.
WhatsApp also enables businesses to automate loyalty communications at scale. Brands can send reminders for expiring rewards, trigger reward notifications, and provide always-on customer support through automated messaging. Because WhatsApp messages often achieve open rates exceeding 90 percent, loyalty communications are more likely to be seen and acted on compared to traditional channels.
Integrating WhatsApp loyalty programs with CRM and loyalty platforms enables seamless data synchronisation, automated workflows, and personalised messaging. These programs can connect directly to existing systems such as CRM, POS, or ERP, making it easy to track engagement, monitor open rates, and track performance metrics like redemption rates. Retail chains have reported a 3X higher engagement rate with WhatsApp loyalty programs compared to traditional email campaigns.
The Omnichat Loyalty Program Advantage
Nurturing Super Buyers: Understanding the main goal of our clients, Omnichat’s WhatsApp CRM is designed to incentivise repeat purchases, encourage additional spending and cultivate an engaging relationship between the brands and their members. By identifying valuable customers and most valuable customers, you can reward high spenders with personalised rewards and incentives, encouraging repeat business and repeat visits. By rewarding customers for their loyalty, you create a positive reinforcement loop that keeps them coming back for more.
Omnichannel Engagement: The beauty of Omnichat Loyalty Programs lies in their flexibility. We go beyond the traditional online realm, allowing you to reward customers for a wide range of online and offline activities. This could include attending events, leaving reviews, or simply engaging with your social media campaign. WhatsApp flows can be used to create seamlessly integrated, interactive customer journeys that foster customer engagement. This creates a more holistic customer experience that keeps them connected across all touchpoints.
Real-world results show the impact of a strong loyalty strategy: food and beverage chains using WhatsApp loyalty programs have seen a 40% redemption rate on time-based coupons and an increase in customer frequency from 2.1 to 3.4 visits per month. Beauty and wellness businesses have achieved a 60% rebooking rate within 45 days and reduced no-shows by 32%.
Hyper-Targeted Communication: Data is king in the loyalty program world. Omnichat Loyalty Programs leverage customer point data to deliver personalised messages that resonate with each individual. By using customer data to tailor offers and communication to individual preferences and past behaviour, you can enable personalised messaging and rewards for high spenders and most valuable customers. Automating loyalty messages using the WhatsApp Business API allows for consistent engagement and personalised communication without manual effort. Imagine sending targeted promotions or exclusive offers based on a customer’s purchase history and interests. This level of personalisation fosters a stronger connection and increases the effectiveness of your marketing efforts.
Effortless Management: We believe in making loyalty programs easy for both businesses and customers. Our system adapts with your existing membership card structure (as discussed in our previous blog). Customers can easily view their tier, points, and available coupons, and redeem rewards – all in one convenient location. Milestone-based rewards, tiered loyalty programs, point-based programs, and referral programs can all be managed and delivered through WhatsApp. Many WhatsApp loyalty programs in 2026 also include gamified elements like digital scratch cards or quizzes to enhance engagement. This eliminates confusion and frustration, ensuring a smooth and enjoyable experience for everyone.
Streamlined Communication Channels: Omnichat Loyalty Programs empower you to reach your customers through their preferred communication channels. This includes WhatsApp Broadcasts, Chatbots, membership cards, coupons, and personalised customer journeys. This multi-channel approach ensures your messages reach the right people at the right time, maximizing their impact.
Putting Loyalty into Action: Real-World Examples
Now that you understand the benefits of Omnichat Loyalty Programs, let’s explore some creative ways you can use them to engage your customers:
- VIP Gifts: Show your most loyal customers how much they matter with special gifts and rewards. This personalised touch goes a long way in boosting customer satisfaction and keeping them engaged.
- Review Rewards: Incentivise customer reviews by offering points in exchange for valuable feedback. Customers can simply scan a QR code to access your review form and earn points for their contribution. This not only encourages feedback but also helps you gain valuable insights into your customer experience.
- Exclusive Events: Create unique experiences for your premium members. Offer early access to new products, exclusive invites to events, and special promotions. This sense of exclusivity fosters brand loyalty and makes your customers feel valued.
Businesses can also use WhatsApp offers and automated reminders to re-engage inactive customers who haven’t interacted with your brand or offers for a set period, such as 30 days. By sending personalised WhatsApp offers and timely reminders, you can encourage ongoing engagement, prompt reward redemptions, and drive repeat purchases. WhatsApp loyalty programs allow you to track customer purchases and referrals, helping you engage customers with relevant incentives and boost program participation.
It’s important to ensure your WhatsApp loyalty program obtains explicit opt-in consent, provides easy opt-out options, and remains GDPR compliant by managing user data responsibly. As WhatsApp loyalty programs continue to evolve, they are expanding into sectors like fintech, healthcare, and education by 2026, offering new opportunities for businesses to connect and engage customers across industries.
These are some of the many creative ways to leverage Loyalty Points Program to engage and initiate repeat purchase amongst your loyal customers. Contact us to learn more incredible ways to use this loyalty feature for your business.
Embark on Your Loyalty Journey Today
Transform your customer base into a community of raving fans. Omnichat Loyalty Programs can be your secret weapon. We’ll partner with you to design a program that’s not just about points and discounts, but about creating a truly remarkable customer experience.
Don’t settle for a loyalty program that’s just another transaction. Omnichat Loyalty Programs are designed to build lasting relationships with your customers with no additional manpower needed.
Ready to unlock the potential of loyal customers? Contact Omnichat today. Let’s discuss your goals and craft a loyalty program that propels your business forward. Together, we can turn your customers into brand advocates who fuel your long-term success.
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